webcredible > customer experience design 1

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 inChecking your balance

Reviewing transactionsTransferring money

Paying a billTaking out cash

Paying something in…

Infrequent but critical tasks

Getting supportMaking a complaint

Querying a transactionRegistering as a new customerApplying for a new product

Comparing productsPlanning for the future

…

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Beyond B2C

Consumer banking app Business banking app

2 years behind the consumer appDoesn’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 banking15 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?