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mBank - the most design-driven digital bank in the world - NetFinance, Miami 2014
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Transcript of mBank - the most design-driven digital bank in the world - NetFinance, Miami 2014
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NetFinance, Miami, April 29th 2014
mBank: the most design-drivenDIGITAL bank in the
worldMichał PanowiczManaging Director | Products, Marketing & Digital
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1.Introducing mBank
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New mBank gained global recognition for banking innovation6 top global awards in 14 months
London
ParisDigital & Mobile Excellence#1 out of 130 projectsMost Disruptive Innovation#1 out of 330 projects
2013Innovation
Awards
158 biggest banks56 countries330 project
New York
4x Golden Banker2014 Bank Innovation
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The biggest innovator in banking
Customers:
Fidor Bank
0.06 M
Simple
0.1 M
Moven
~0.01 M
mBank
4.4 M
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2.Customers want US to change…
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First online banking svcs in the 90s
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AD 2014
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Just 1 year ago we were still deep in TABLE-BASED BANKING
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Meanwhile Digital Life Has Become SO MUCH MORE
Intuitive
ContextualInteractive
IntelligentBeautiful
Apple
Amazon
GoogleSpotify
Mint
MobileAndroid
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► State-of-the-art user interface
► 2nd-gen personal finance management
► Video banking► Google-like quick search
► Gamification► P2P payments► Facebook
integration
► 2nd gen mobile application: user interface, LBS, selling, deals, PFM, P2P
► Mobile payments
“New” mBank: 11 major digital financial innovations
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Over 600 final UI/UX models
(over 2000+ draft models)
2.9 M
0.16 M0.44 M
0.6 M
Core team: ~200FTEsat peaks: ~300FTEs+
Large scale change mgmnt program
mBank PL
mBank SKmBank CZ
Completely redesigned online banking in just 14 months… >200 new features
3.5M customers covered by now
Former MultiBank PL will merge by end 2014
Jan
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3.mBank’s online banking
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Organic adoption of new services growing fast% of clients who log in to the new mBank
INNOVATION ADOPTION ATTITUDE:
innovators
early adopters
early majority
late majority
laggards
Aug '13 Sep Oct Nov Dec Jan '140
20
40
60
80
100
18 25
32
45
69 71
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Landing page
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Account balance forecast
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Quick „Google-style” search
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Payments calendar
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2nd generation PFM: features blended into core scenarios
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Videobanking: video, voice, chat, real-time collaboration
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Financial products market providing eCommerce-like experience
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Quick loan application available on main screen of online banking
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Three simple steps to obtain a non-mortgage loan in online banking1. Determining amount and tenor
3. Loan available in less than 1 minute from starting the application
2. Confirming terms and conditions
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Personalized real-time targeted offers based on customer behavior patterns
~20 types of messages spread across the platform
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Contextual advisory, real-time targeting, online advertising
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P2P payments: Facebook, text, mobile
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Merchant-funded deals, payments marketing (mOkazje)
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Gamification: integrated into online banking
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New features in 2014: investments
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Investments: simple and interactive way of investing in mutual funds
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Investments: quick search across funds’ attributes
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Investments: overall portfolio performance
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New features in 2014: consumer balance sheet summary
external account aggregation
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New features in 2014: loans – all types
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New features in 2014: insurance – (almost) all types
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New features in 2014: international expansion to CZ and SK
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New mBank available in Czech Rep. and SlovakiaLaunch in Feb 2014
• For early migration to new IB signed up 40,510 customers (7% of total number of CZSK customers)
• In total we recorded 11 tutorial video which have been viewed by 44,640 viewers (~2x more views than tutorials for Polish NmB)
• Awarenes about change to new IB among CZ clients is 80% (according to survey in old IB)
• The first spot „Financial me“ has already over 48,000 views on YouTube and became the most successful video on CZ mBank profile
LAUNCH CAMPAIGN HIGHLIGHTS [actual for 07.02.2014]
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and more…
400 and over 200 features
over
screens
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4. mBank’s mobile banking
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mBank in >20% mobile bank now. 104% growth in 6 wks.
Growth in logins by 104%Avererage monthly logins in old apps – 9,5 while in new apps – 33Share of mobile logins raised from 9,5% to 18,3%
Jan Feb Mar0%
5%
10%
15%
20%
Total in mobileNew mBank APPPrevious mBank APP
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1. convenience – instant gratification
Mobility
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1Simple login
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What most popular services do is a no-no in bankingULTIMATE CONVENIENCE… COPIED IN BANKS WOULD LAND US IN JAIL
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mBank: always one step ahead of competitors
How long does it take to log in?
5 s
30 - 60 s
5 s 30 s
other banks
login & password
PIN bal. payment / bill pay / money transfer
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Quick and easy access via 5-8 digit PIN
Mobile device has to be connected with customers’ account via internet banking platform
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Mobility2
Usability before login:▸ balance▸ alerts▸ credit card
balance▸ mOkazje▸ ATMs
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Most important information accesible pre-login
Account balance (PLN or %), places near me
Credit card limit (PLN or %) Important information
And more: merchant funded offers – mDeals, information about technical breaks, special marketing offers
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Demo: mobile login
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Mobility
2. mobile redefines business model
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Mobile means completely redesigned business modelFacebook & Google example
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230 second loan
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mBank: always one step ahead of competitors
ABC of credit risk management
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mBank: always one step ahead of competitors
A. banking standard
ABC of credit risk managementB.
innovativeparabanks
C. mobilemBank
Hours (branch)
26%* 3879%*900 sec. 30 sec.
26%**fully APR equivalent, includes fees
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Design-driven change management
Loan process in 30 s?
Organisational change
BusinessITRisk management
LegalCompliance
SecurityAuditSupervisor
ZBP
Others
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Impossible process? We just did itLOAN IN 30 SECONDS ?
WTF ??!!
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Demo: one-click loan
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Additional money in just 30 seconds via one-click loan application
Money bar with individual credit limit One-click loan application
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Mobility
3. taking the bank out of banking experience
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3Text message payments
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Real-time communication with customers - unique feature in Poland
Textpaymen
tsMobile context needs text messaging
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Demo: other cool features
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Extended transactional scenarios: PFM features
Transaction list: Google like searchTransactions categorization
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New and simple all money transfers
Re-build address book with searching through historical payments.
Re-designed payment form.
New authorisation method – PIN code.
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Location based services
The nearest useful places(ATM, branch, discounts)
Map view Real time notifications near useful places
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5. Change to innovate
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We were just like most other banks: PRETTY SILOED
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We were just like most other banks: PRETTY SILOED
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We needed to change to deliver a BIG job
Break silos:
:Non-standard motivation
Core value: Collaboration
Freedom & Accountability
:
:Dedicated location
Team of 200
1.6 million lines of code50k test conditions
200 innovative features1700 screens
All products & services
30M Euro budgetJust 14 months
4 million customers3 countries
Corporation not startup
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Break silos: creativity flourishes on diversity, commitment on inclusion
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Dedicated location: fresh start for teams and unequivocal focus
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Freedom & accountability = Ideas…. Organized in coherent direction
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Non standard motivation: e.g. grass-roots „Say Thanks”
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Collaboration: x-functional teams with balanced decision-making
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UX evangelisation and balance between 3 professions
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BranchOnlineMobileDigital first
NetFinance, Miami, April 29th 2014