Tablet Banking Series: A deep dive into five standout initiatives

Tablet banking series:A deep dive into five standout initiatives

Mapa Insight SeriesFind out more about our research:www.maparesearch.com/research

Contents1. Report objectives and methodology2. Sample pages from the report 3. Mapa insight series: Report schedule 20154. Contact details@ About Mapa

Report structure:A. Objectives and methodologyB. Executive summary--------1. Statistics and trends2. Deep dive into five standout initiatives2-1 Barclays (UK)2-2 Westpac (AUS)2-3 BNP Paribas (FR)2-4 Danske Bank (DK)2-5 Standard Bank (ZA) --------C. Conclusion

Objectives:The key objectives of the research was to:

• Provide statistics and trends on device uptake and consumer

usage trends

• Do a deep dive into five standout initiatives considering

proposition, features and user experience

This report will feed into internal planning processes by

providing strategic understanding of leading tablet banking

apps as well what is happening in the marketplace overall.

Furthermore innovative examples and approaches can be

used to gain inspiration as well as strengthening existing

business cases.

Methodology:Based on our existing knowledge of tablet banking app

offerings in the market coupled with complimentary research

to uncover other initiatives we have selected five standout

initiatives. In order to communicate a full picture about each

app we have utilised the portfolio of live accounts that we

have access to. Where possible we have engaged with the

banks highlighted asking them to provide insight related to

their tablet banking app. In addition we have conducted desk

research related to user trends, statistics and other types of

insight being relevant to the topic.

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1 Report objectives and methodology

© Mapa Research February 2015

2. Sample pages from the report

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Barclays (UK)

• More traditional design and approach to appeal a wider base

• Use ‘Digital Eagles’ to help get ‘silver surfers’ bank via tablet

• Barclays Features Store including CRM based offers

Westpac (AUS)

• Unique design in relation to other channels

• Internet banking taking inspiration from tablet app

• Focus put on making transfers and payments quick and easy

BNP Paribas (FR)

• Highly engaging and appealing design

• Extensive use of seamlessly integrated PFM features

• Support options including secure messaging and live chat

Danske Bank (SE)

• One of the pioneering tablet banking apps

• Advanced functionality: sharedealing and signing agreements

• Ongoing improvements – shows commitment

Standard Bank (ZA)

• Multiple personalisation options including a tile approach

• Very feature rich and possible to view all products held

• Has just launched a responsive internet banking service

Deep dive: Introduction2

Introduction:

We have identified five standout tablet banking app initiatives.

Key criteria's for making the selection:

• Unique design, not just replicating the mobile experience

• Feature richness

• Unique and innovative features

• Regular developments over time- showing commitment

• Interesting overall digital banking proposition

• Finding a good regional split among the apps

For each app we reviewed the following details:

• Quick facts

• Key features

• Key reasons for inclusion

• Timeline- showing key developments over time

• Statistics and other insight providing further understanding

To the right we detail the five tablet banking apps included in the

deep dive.

Page 4 © Mapa Research February 2015

Barclays (UK): Digital Eagles use tablets with silver surfers2

Tablets are at the heart of Barclays’ new Digital Eagles initiative designed to give elderly people practical advice on all online issues, including setting up smart devices. The bank already has more than 12,000 Digital Eagles across their UK branch network and will soon roll out the service to day centres and community groups using tablets to deliver a “virtual branch”.

Mapa commentBarclays is cleverly using tablets as a “digital gateway” experience to entice less confident users to access the bank’s full digital service suite. The tablet’s larger screen size, portability and intuitive interface makes it an excellent educational device.


Westpac (AUS): Focus on making transfers and payments easy2

Westpac has deliberately used the tablet app to make a limited set of features extremely quick and easy to use, rather than offer the widest range of features. Customers can:• Use drag and drop to initiate a transfer or payment• Tap the ‘To’ icon top left to view a list of payees and billers and

add new payees and initiate transactions or payments.• Quickly overview upcoming transactions by tapping the

‘Upcoming’ icon top right.

Page appearing upon dropping a ‘From’ account

Mapa commentThe overwhelming majority of log-ins are still driven by the most basic tasks (e.g. transfers and payments), so its critically important to make those especially quick and easy like shown here. A question to consider?Does big increases in volume come from making the very basic tasks that drive most log-ins even more simple, or by enabling customers to do a greater variety of tasks through mobile?


BNP Paribas (FR): Full demonstration mode2

BNP’s tablet app includes a full demo version available pre log-in. The option is prominently displayed on the app start page (below, left). Users access all content and features but with dummy transaction data. This approach could help attract net new business to the bank, encourage existing customers to try the service and enable sales reps to deliver more compelling tablet demos in branch.

Mapa comment Demo functionality in apps, or product selector tools optimised for public sites accessed on tablets can help branch staff deliver more compelling demos without the cost of developing enterprise apps.


Danske Bank (SE): Interactive account transactions page

Danske Bank has created a highly interactive account transactions page. Customers can use the intuitive slider feature (top of the screen) to set date parameters. The centre of the page presents spend / income by category, and can be collapsed or expanded as preferred (1). Customers can search transactions using natural word and integers (2), and flick between regular view (below) or balance developments and a calendar view (see next page) by tapping the icons top right (3).

2

Mapa commentsDanske’s tablet app provides the most interactive and visually rich transaction history functionality across all the bank’s digital touchpoints. Following strong adoption, the slider feature has been extended to internet banking. This is one example of how tablet banking design sets the precendent for other channels.

2

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Standard Bank (ZA): Tailored experience through personalised Dashboards2

Customers can create personalised Dashboards representing different parts of their financial life (e.g. products, activity feed, recipient management and savings goals). Individual tiles have different layout and design options. Tapping on a given tile provides more detailed information.

Mapa commentsMore banks, like Barclays in the UK (internet banking), are taking this tile based approach to deliver content and functionality in a more customer centric way. Standard Bank reports better than average use of the feature by making it available on tablet devices, rather than just the desktop.


3. Mapa insight series:

Reports schedule 2015

Page 10

1. Tablet Banking Series: A deep dive into five standout initiatives

2. More Than Money: Next Generation Digital Banking For SMEs

3. Mobile Banking Series: State Of The Market 2015 –Part 1

4. Under Attack: Assessing The Disruptive Threat In Retail Banking

5. Building A PFM With Mass Market Appeal

3 Mapa Insight Series: Report Schedule 2015

6. Mobile Banking Series: State Of The Market 2015 –Part 2

7. The Digitization Of The Branch

8. The Promise Of Wearables: An Internet Of Things In Banking

9. An Engagement Banking Master Class

10. Digital Banking Security Insight Series, 4th Edition

11. Ten Things Digital Teams Should Do In 2016


4. Contact details

Page 12

Contact Details

Author

Niklas OlssonSenior [email protected]

Management

Nicholas [email protected]

Mark PavanManaging [email protected]

Clare Warren Research and Operations [email protected]

Mapa Research HQ4th floor 101-102 Turnmill streetLondonEC1M 5QP

Tel: +44 207 566 3940www.maparesearch.com

Subscription and Consultancy Enquiries

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Tel: +44 (0)7710 305 [email protected]

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Tablet Banking Series: A deep dive into five standout initiatives