bank 2.0 trends
Post on 17-Oct-2014
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DESCRIPTION
In the latest Backbase webinar Jouk Pleiter and Jelmer de Jong discussed what makes a good user experience in banking, showcased how to bring the Amazon experience to banking, talked about contextual targeting, cross channel customer journeys and showcased best practices form ABSA, ABN AMRO and TCS Bank. To read more about Backbase's Bank 2.0 solution, visit our site: http://www.backbase.com/bank20/TRANSCRIPT
Customer Experience Solutions. Delivered. 1
Backbase Webinar Series
BANK 2.0 Trends
#backbase
Jouk Pleiter & Jelmer de Jong
1
Our latest white paper is available for download at: http://banking.backbase.com/adv/ux-whitepaper.php
Customer Experience Solutions. Delivered. 3
Successful
User ExperienceIn Banking
3
Customer Experience Solutions. Delivered. 4
What is good Design?
Customer Experience Solutions. Delivered. 5
Elements of Good Design
Simplicity
Personal & Relevant
Smooth Service
Cross Channel Customer Journeys
Context is King
Customer Experience Solutions. Delivered. 6
Good Design : Simplicity
Customer Experience Solutions. Delivered. 7
Good Design : Simplicity
Customer Experience Solutions. Delivered. 8
Good Design : Simplicity
Customer Experience Solutions. Delivered. 9
Simplicity = 80 - 20 Rule
Simplicity = Mobile First
Good Design : Simplicity – Take Away
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Personal & Relevant
Customer Experience Solutions. Delivered. 11
Personal & Relevant : Customize
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Personal & Relevant : Targeting
Customer Experience Solutions. Delivered. 13
Personal & Relevant
= Customization
Personal & Relevant
= Targeting
Personal & Relevant – Take Away
Customer Experience Solutions. Delivered. 14
Great Design : Smooth Service
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Step 1: Explore
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Step 2: Buy
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Step 3: Track
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Smooth Service – Take Away
Explore =Navigation &
Advisory Tools
Buy = Online Enrollment
Track = Notify & Alerts
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Step 1: Advice & Simulation Tools
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Step 1: Advice & Simulation Tools
Customer Experience Solutions. Delivered. 21
Step 2: Online Enrollment
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Step 3: Status & Product Updates
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V.S.
Good Design : Cross Channel Journeys
Status Quo
Separate Channels
Integrated Journey
Bank 2.0
Customer Experience Solutions. Delivered. 24
Quick
Casual
Physical
Payments
Buy Stocks
View Stock Portfolio
Sign for Mortgage
Compare Mortgage Rates
Apply for Mortgage
Sign 401kCompare 401K’s Bill Payments
View stock prices
View account balance
Set Budget Goals
See Spending Patterns
Understand Behavior / Preferences Per Channel
Focused
Coffee
Customer Experience Solutions. Delivered. 25
Cross Channel Journeys : Service Design
Customer Experience Solutions. Delivered. 26
Good Design : Context is King
Customer Experience Solutions. Delivered. 27
Good Design : Contextual is King
Portal Server
Check
Entitlements
Customer
Preferences
Targeting
Rules
2
3
4
1. Device, Language, Location
2.What are you allowed to see
3.What do you want to see
4.What do you have to see
Customer Experience Solutions. Delivered. 28
Mobile Optimized Portals
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Targeting, Segmentation, Context Delivery
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Summary : Contextual Delivery
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Targeting
ExistingCRM
Customer
Profile
TRACKINGBEHAVIORTRACKINGBEHAVIOR
CUSTOMERPREFERENCESCUSTOMERPREFERENCES
SocialProfiling
FacebookLinkedin / …FacebookLinkedin / …
Customer Experience Solutions. Delivered. 31
Bank 2.0 – Live
Absa Bank
Aggregating 20+ applications into
single My Absa Dashboard
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Customer Experience Solutions. Delivered. 33
Customer Experience Solutions. Delivered. 34
Bank 2.0 – Live
TCS Bank
Personal TCS Dashboard
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Customer Experience Solutions. Delivered. 35
Customer Experience Solutions. Delivered. 36
Customer Experience Solutions. Delivered. 37
Customer Experience Solutions. Delivered. 38
Customer Experience Solutions. Delivered. 39
Bank 2.0 – Live
ABN AMRO Bank
Blending Open en Closed
environment into single Journey
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Customer Experience Solutions. Delivered. 40
Customer Experience Solutions. Delivered. 41
Customer Experience Solutions. Delivered. 42
Customer Experience Solutions. Delivered. 43
Customer Experience Solutions. Delivered. 44
Thank you!WWW.BACKBASE.COM
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