View
109
Download
0
Category
Preview:
Citation preview
Growing monthly sessions mobile banking in Dutch branch
During the summer mobile banking will exceed xxxxxxxxx visits a month
4
0
200,000
400,000
600,000
800,000
1,000,000
1,200,000
1,400,000
1,600,000
Desktop Banking
Mobile Banking 60%
Internet banking session via the mobile app {
5
Growing number of smartphone visitors entering our sites
UK on average 15% smartphone visitors, during ISA campaign period higher
ES UK DE NL BE COM (all) COM (IM pages)
0%
5%
10%
15%
20%
25%
30%
5%
27%
7% 7%5%
10%
8%
2013 2014
2015
6
Growing number of visitors entering the site with a tablet also
So we have to find a solution for this growing number of visitors
ES UK DE NL BE COM (all) COM (IM pages)
0%
4%
8%
12%
16%
20%
13%
19%
7%
9%
6%
8%
6%
201320142015
Triodos Bank online ecosystem and the customer journey
Different channels support different phases in the customer journey
7
Mobile App
IB BankingRecommendationsSearch positions
NewsPR
Social media channels Social media channels
Colour of Money onlineColour of Money online
Online Annual Report Online Annual Report
Awareness(Knowing Triodos
Bank exists)
OrientationConsideration
PurchaseBuy product/ Lead
generation
RelationUsage & Service
ReconsiderHelp me remember why I like Triodos
Bank
Public sites Public sites
Some recent cases as an example of orienting traffic
One hour on national tv in Spain
8
Desktop; 75.74%
Tablet; 9.94%
Mobile; 14.32%
Average Sunday 21:00-22:00
Desktop; 30,64%
Tablet; 28,50%
Mobile; 40,86%
During TV Show about financial educa-tion
Awareness Orientation Purchase RelationReconsider
Example of orienting traffic past 5 weeks in Dutch branch
Bonus discussions resulted in a huge increase in –orienting- traffic
9
89%
6%5%
Normally
82%
10%
7%
During bonus
67%
18%
15%
Excl Customers
60%26%
14%
Overstappen page
Awareness Orientation Purchase RelationReconsider
Poor experience for smartphone visitors“Pinch & zoom” or “Bounce”
Smartphone visitors bounce higher, stay shorter , visit less pages and buy less
10
Spanish case (1 hour)
Desktop
Tablet
Mobile
Bounce
(that day)
12%
19%
30%
Time on page (that day)
1:12
0:50
0:54
Leads
(that hour)
16 (0,151%)
15 (0,153%)
19 (0,135%)
Dutch case (5 weeks)
Desktop
Tablet
Mobile
Bounce
26%
29 %
40%
Time on site
4:13
3:50
2:26
Sales
3,33%
1,69%
0,59%
We changed existing website to a scalable smartphone enabled version
No content changes, no back end development
11
Homepage, first impression for most orienting visitors
Brandbox function rebuild, function of blocks attempts visitors to continue
13
Collapse entire menu structure into an icon in the header that expands
On desktop the menu gives also an impression about Triodos Bank
14
Dare to hide: hide content and show when visitor asks for it
Generates accordeon from the tabs on product detailpages
15
Most challenging: Tables and their different layout on all kind of pages
Two solutions: Re-order & scroll as a solution
17
Learnings: Imagery and assets
Higher resolution needed (also improvement for Retina desktop visitors)
20
Current width: 290 px
iPhone 5 width: 640 px
Learnings: dealing with regulation
Mandatory or legal texts above the fault, or before “buying”?!
21
Next monday go live local branches
• Next Monday go live UK & ES • Monitor effectiveness of these changes• Improve based on monitoring
22
Recommended