Trust, Reliability and Loyalty

User Experience and Expectations

BANKING

Customeracquisi.onandreten.onisnolongerjustaboutproductsbanksoffer…buthowbanksofferthem,enhancingaccessandtheuserexperience

2009:‐ 100+millionviewers‐ 20hoursofvideoisuploadedeveryminute

Understandthedigitalageofyourcustomer

2009:‐ 18.9millionuniquevisitors/month

2009:‐ 200billionpageviewspermonth;‐ 350millionmembers‐ 1.4millionimagesuploadedeverysecond‐ 1.6billionchatmessagessentdaily

SpecialEventsRemoteLocaLonsEmergencyManagementBack‐up

MostATMprovidershavetradiLonallyreliedonwirelineconnecLonstoprocesstransacLons.

Aswithanything,wirelineconnecLonshavelimitaLons.TheylimitplacementandrelocaLonopLons,createsecurityconcerns,andareatargetforvandalism.

PublicwirelessnetworkingtechnologiesenablebanksandindependentATMprovidersaneasy,fast,andcost‐efficientmobilebankingopLon.

WhetheritbeprimaryorbackupconnecLvityforashoppingcenter,orenablingamobileATMforoutdoorevents,mobilebankingsoluLonsprovidethereliable,manageablenetworkconnecLonneeded.

Mybankmustbe:AccessibleandConnected

There are More Mobile Devices than PCs

Foreverypersonalcomputerthat’sbought,morethanfourmobilephonesarepurchased.There’saworldofpeoplewhosemainaccesspointtotheInternetisviaamobiledevice.

MobileBankingisrelevant&growing

•  4.6millionmobilebankinghouseholdsin2008

•  10millionpredictedfor2009

•  40millioninNorthAmericaby2012

Mobilebankingisa“sLcky”service:

•  Offeringgreatservice&theinconvenienceofmovingbusinesselsewhere

•  Followspa`ernsof:

–  DirectDeposit,OnlineBillpayandRewardprograms

InformaLonServices

Youngerhouseholdsownneitherlandlines,watchesnorpaLenceto“wait‘Lllaterforaccess”

LackofmobileserviceisaclearandnegaLvedifferenLator

BanksmustmeetexpectaLonsorlosetheentrypointforalifeLmerelaLonship

Thisishowyournextcustomerdoesbusiness

AccountAccess

BasicFeaturesofMobileBanking

 UseATM&BranchFinder QuickClicktocallforcustomerservice

 Checkbalances&transacLons PayBills TransferFunds

Differentneeds,differentdevices,differentfuncLon,differentcontentpresentaLon.

ProvideValue:Transac.ons

Loca.on‐basedServicesUserFriendly

MobileBanking–makeitagreatexperience

HeidiCulbertsonMobileBusinessStrategistTwi`er:@hculbertson

Justsomefoodforthought