Date post: | 21-Mar-2017 |
Category: |
Design |
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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)?
webcredible > customer experience design 8
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?