Design Suggestions for Danske Bank SE

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1 Version 1.0 Instigated and approved by: Compiled by: Karin Haskå (KHAS) Ian Baden (IAB) Jim Persson (JIMP) Design Suggestions for Danske Bank SE Collected design suggestions from the swedish support of the e banking (Hembanken) and it s mobile app (mobilbanken SE) with focus on easy fixes that shouldn t require much effort for the right people. If the suggestions with relevance marked as high or very high are fixed, we believe a 25% decrease in received calls to the support could be made. 30% with the ones marked as moderate or higher.

2 Title Unclear & confusing menu Betala & överför (Hembanken) Description The biggest problem here is people trying to find what they are looking for, but misclicking a lot because of the poor titles. These three small changes will help customers with two big problems. Finding where to view (visa) e faktura & not accidently cancelling the e faktura ability for the whole e banking when trying to connect additional e faktura s. Relevance Very High Difficulty Very Easy Suggestion As seen in screenshot we need the following 3 changes on the menu: * Rename Betala e faktura to Visa/betala e faktura. * When clicking Se och ändra återkommande betalningar you get to a page with 4 tabs. Make a separate option for each (Stående överföring, Autogiro, E faktura, SEPA Direct Debit) leading the same page, but correct tab directly. * Rename Anslut och ändra e fakturaavtal to Anslut eller avsluta tjänsten e faktura för Hembanken to make people realise it s the whole agreement and not just one specific e faktura. Do note to put some space in between the above 4 and this option. Screenshot (extra source: ):

3 Title Customer doesn t know where to unblock the password for mobile banking servicekod. (Hembanken) Description The customer gets a message in the mobile bank that the servicekod is blocked and should logon to the Hembanken, but is having problems where in the Hembanken to find the unblock function. Relevance High Difficulty Medium Suggestion When blocked, show a notification under Aktuella ärenden saying: Din servicekod är spärrad. Klicka här för mer info. The link will take the customer the same location as clicking the menu Mobila Tjänster > Se och ändra servicekod. Screenshot (extra source: ):

4 Title No instructions on how to create a skärmkod/sändkod (Mobile & Ipad) Description When a customer is to approve a payment in the mobilebank they are shown a skärmkod and needs to put in a sändkod. The problem is there are no instructions on how to do this and it s one of the most common calls today. Relevance Very high Difficulty Moderate/hard Suggestion Instructions hidden under a button called HJÄLP that when clicked will show a pop up: 1. Tryck OK på kodboxen 2. Ange din PIN 3. Skriv in skärmkoden i kodboxen. 4. Tryck OK. 5. Du får nu en sändkod att skriva in i appen. Screenshots (extra source: & ):

5 Title Inaccurate alert messages in the mobile bank (Wrong sändkod & blocked Kodbox). (mobile & ipad) Description The first message (see screenshot below) appears when you type the incorrect Sändkod once. The second message (see screenshot below) will show when you click Godkänn but you ve mistyped the Sändkod too many times and the kodbox has been blocked ( Spärrad vid logon i portalen). Relevance Very high Difficulty Easy Message #1 Fel i Användar ID eller sändkod. Försök igen. Kontakta Kundsupport om problemet kvarstår should be replaced with Du har angett fel sändkod. Försök igen eller klicka på Hjälp för instruktioner. Om problemet kvarstår kontakta Internetsupport på telefon Message #2 Det personnummer eller servicekod du angett är felaktig. Försök igen. Om problemet kvarstår kontakta Internetsupport på telefon should be replaced with Din kodbox är spärrad i bankens system. Kontakta vår kundsupport på Screenshots (extra source: & ):

6 Title Confusing title BankID på fil (Hembanken) Description Very confusing title. Although not perfect, this suggestion will decrease the number of confused customers. Can be found when clicking Om Hembanken in the top right of the Hembanken. Relevance High Difficulty Very Easy Suggestion Rename BankID på fil to "BankID (på datorn)". Screenshot (extra source: ):

7 Title Multiple inaccurate and unclear message/links on the logon page for esafeid (Hembanken) Description When trying to logon to Hembanken and mistyping the password 4 times, it will cause the password to get blocked (L01 in TMON) and in need of a reset. The problem is that the customer will never find out that it is actually blocked. When typing the correct password again, it will still not work before a reset. Relevance High This makes both the help questions to the right inaccurate and too long to read for a stressed person. Difficulty Very Easy Suggestion #1 As seen on the screenshots below. Edit the error message (L01 in TMON) from: Fel personnr / lösenord. OBS ange inte kod från kodbox här! Ange eget valt eller temporärt lösenord to Ditt lösenord är spärrat. Klicka på länken Återställ lösenord till höger. The two links to the right should be changed to cover more cases and be easier to read: Hur loggar jag in första gången? should be changed to Logga in första gången Vad ska jag göra om jag glömt mitt lösenord should be changed to Återställ lösenord When clicking the last one mentioned, you get to a page with the title Lokal hjälp. This page contain similar error on unclear titles as you can see on the screenshots. To cover them all: Om jag glömt mitt lösenord hur skapar jag ett nytt? should be replaced with Hur återställer jag mitt lösenord om jag har glömt det eller om det har blivit spärrat?

8 AND Glömt mitt lösenord should be replaced with Återställ lösenord Screenshots (extra source: & ):

9 Title Creating payments to Swedbank (14 digits rule) (Hembanken) Description When creating a payment (Betala & överför > Överför pengar) and choosing the bank Swedbank, the total of numbers must be exact 14 digits. If one were to have less than 14 digits, you would need manually add 00 s in between the clearing number and the account number until you had exactly 14 digits. Relevance High Difficulty Easy Suggestion #1 In Business Online this is already implemented and working great. When a customer is sending money to a Swedbank account with less than 14 digits, the zeros should be added automatically. Make it so for Hembanken as well! Screenshot (extra source: ):

10 Title Status: fel in Utkorgen (Outtray) (Hembanken) Description Customer places a payment with todays date but does not approve the payment until the cut off time has passed. Relevance Moderate Even if its the only payment to be approved, you still get to type in your password and get to a page with a huge missleading text Bekräftelse ( Confirmation ). On this page the language could very well make you think the payment was made ( Vi har genomfört följande: ). Some customers realise the payment was never approved since it never left the outtray. Some customers find it weeks later since they thought it went through. The only clue to what went wrong with the payment is in the outtray where, under the column Status, you can read the text Fel. Difficulty Easy/Moderate Suggestion #1 The absolutely best solution to this problem is moving the date check to after pressing Sänd / Sänd alla in outtray, but before typing in your password. If the date has exipred, show the text in the screenshots below ( En eller flera betalningar du valt har ett datum som ej längre är gitligt. Betalningarna kommer automatiskt att ändras till närmaste bankdag. ) and automatically change the date to the following banking day. When pressing the OK button on the new window, you get to continue as usual to the popup (Eletronisk Signatur) where you type your password. (The confimation page after the password could also to updated as in Suggestion #2!) This way, a payment would never be able to get the status Fel ever again. Suggestion #2 Not as good solution but easier fix, would be to give the customer better hints on what gone wrong: 1. Change the status Fel to Datum ej längre gitligt. If there would be a problem with the space not being enough, Felaktigt datum is also an option (yet not as good). 2. Change the text on the page Bekräftelse (showing after typing the password). Vi har genomfört följande: to Status på betalningarna:. One might even consider making the text inte godkända betal

11 ningar red and bold if the number is anything but 0 to alert the user. Primarily consider Suggestion #1 if possible as it would completely remove the situation where customers thinking they ve sent payments they never sent due to this common error. Screenshots: Suggestion #1: (extra source: ) Suggestion #2: (extra: & )

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14 Title When editing a e faktura Change name of the confusing button OK and/or add an option to pay the e faktura right away (Hembanken) Description When in the view Betala & överför > Betala e faktura, the customer clicks on the name of the e faktura chooses the option Ändra faktura. Relevance Moderate The customer then clicks on OK and believes the faktura is approved for payment since you need to confirm this with you password as you do when you approve a payment. Difficulty Easy/Moderate Suggestion #1 Easy fix: Only change the name on the current button from OK to Ändra (= edit) to decrease the number of customers incorrectly thinking they approved it. Suggestion #2 Moderate fix: Change the name of button from OK to Ändra and add a extra button called Ändra & Betala to both approve the change on the e faktura + approve paying it right away. Screenshot: Missing

15 Title Tekniskt fel when showing someone else s efaktura with mandate (Hembanken) Description Customers who have a mandate to someone else s account can see & pay the other persons e faktura. However, only the person it actually belongs to is able to view the specifications of the e faktura (Betala & överför > Betala e faktura > arrow to the left of the e faktura > Visa e faktura. When trying to do this without being the owner, one would get a technical error ( Tekniskt fel. Kontakta kundsupport. ) or something similar, but not explain why. One might think that having a full mandate would be enough even though it is not. Relevance Low/Moderate Difficulty Easy Suggestion Not being able to see the e faktura is most likely of security reason, therefor: Instead of the technical error text, give the customer a error message saying Endast ägaren av en e faktura kan se dess specifikationer. Screenshot: missing

16 Title List of old BankIDs getting in the way of new ones (Hembanken) Description People are fairly often complaining about this list and asking why it is saying Spärrat (Blocked) when they just ordered a new BankID. This page can be found on the menu Om Hembanken > BankID på fil / BankID (på datorn). Relevance Low Difficulty Easy Suggestion #1 The easiest solution would be to reverse the order of the list so that the newest can be found on the top, and the oldest at the bottom. This way the newest one (hopefully marked aktivt ) will show up by default when the list is not clicked, and therefore not confuse the customer. Also make sure that old BankIDs are removed after a certain period of time, for example 2 years. There might be some kind of time limit already but make sure its not more than 2 years. Screenshot (extra source: ):

17 Title Customer wants to save multiple documents from e arkiv at the same time (Hembanken) Description Nothing wrong but the feature is missing. Relevance Very Low Difficulty Medium/Hard Suggestion #1 Add an extra button for saving documents (there is one for removing). In this case a name change would be needed on the buttons to avoid confusing. Hämta on the top should be renamed to Visa and the new button should be named Hämta as in download/save. Screenshot (no extra source (request if needed))