Financial Services and Mobile UX Integration

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MOBILE

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What next after banking apps go mainstream?

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Beyond the day-to-day tasks
Day-to-day or
regular tasks
Logging in
Checking your balance
Reviewing transactions
Transferring money
Paying a bill
Taking out cash
Paying something in
…
Infrequent but
critical tasks
Getting support
Making a complaint
Querying a transaction
Registering as a new customer
Applying for a new product
Comparing products
Planning for the future
…

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Beyond B2C
Consumer banking app Business banking app
2 years behind the consumer app
Doesn’t do anything different

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Beyond external customers
Attracting & retaining customers Attracting & retaining staff

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Beyond your core journeys
Nike+
Dulux Visualizer

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Discussion
• What are the non-regular tasks you can
support on mobile?
• How could mobile help you support your
business customers?
• Which internal tools would be best off as
a mobile app?
• Could you break out of your core journeys
(and justify the ROI)?

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WEARABLES
& FUTURE TECH

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The evolution of the wallet

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Who has an Apple Watch?
44%
don’t work in the
tech industry
36%
didn’t wear
anything on their
wrist prior to
Apple Watch
Source: http://www.wristly.co/

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Wearables in the enterprise

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Breaking news
HSBC to launch digital TV banking
15 September 1999
The new service opens for business on 20
September. Viewers in 1.2 million digital satellite
households will be able to work out the cost of a
mortgage or loan using an on-screen calculator, get
a quote for a new car from CarChoice, request
information on a selection of products and services
and register for the full TV banking package. HSBC
head of strategic development Paul Seward said:
'This first national TV banking service in the UK is
obviously an exciting development as it brings
digital information access to many people, avoiding
the need to spend thousands of pounds on
sophisticated computer hardware.

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Financial services on TV?

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Discussion
• What do you wish your customers had in
their wallet that might now make it into
their smartwatch?
• What do you wish your employees could
access all the time in order to better serve
your customers?
• Can you see your customers interacting
with you via their TV in the future?