Insight report aiming to help you better understand the current state of play and pinpoint tablet specific opportunities including both servicing and sales Tablet Banking Series: Are you making the most of the tablet opportunity? Mapa Insight Series Find out more about our research: www.maparesearch.com/research Table of contents: 1. Report objectives and methodology (p.2) 2. Sample pages from the report (p.3) 3. Mapa Insight Series: Report schedule 2014 (p.10) 4. About Mapa (p.13)
Transcript
Insight report aiming to help you better understand the current state of playand pinpoint tablet specific opportunities including both servicing and sales
Tablet Banking Series:Are you making the most of the tablet opportunity?
Mapa Insight SeriesFind out more about our research:www.maparesearch.com/research
Table of contents:1. Report objectives and methodology (p.2)2. Sample pages from the report (p.3)3. Mapa Insight Series: Report schedule2014 (p.10)4. About Mapa (p.13)
Report structure:A. Objectives and methodology
B. Executive summary
C. Conclusion
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1. Stats and trends
2. The tablet banking proposition
3. The browser experience after login
Sales monetisation
4. Browser
5. App
Objectives:The objectives for this research was to:
• Provide stats around device uptake and consumer trends
• Summarise and exemplify current tablet banking propositions
• Examine browser experiences after login (as experienced on a tablet)
among leading retail banks across the globe
• Identify to what to extent banks have utilised the sales monetisation
opportunity that comes with tablets (browser and app)
• Highlight developments and key trends
This report will feed into internal planning processes by providing strategical
understanding of what is happening in the marketplace. Furthermore
innovative examples and approaches can be used to gain inspiration as well
as strengthening existing business cases.
Methodology:We have conducted research utilising the portfolio of live accounts that we
have access to. In total we have researched 50 banks across 10 countries. In
addition we have conducted desk research related to user trends, stats and
other types of insight being relevant to the topic.
Our findings have been summarised in this report providing in-depth insight
2 The tablet banking proposition: Providing a better overview than mobile
April 2014 – Page 6
The tablet experience certainly provides a better overview compared to mobile. This is something that some, but not all banks takeadvantage of. One of better examples we have come across is Standard Bank (ZA). The bank launched a new iPad app mid March2014. Below we compare the iPad and iPhone app landing pages after login.
The tablet overview is positioned as ’My Personal Dashboard’ and customers can add, remove and move around different tiles. Lettingcustomers dictate the experience according to their needs has been at the heart of developing the app. Do note that you can swipesideaways to view additional content.
The DNB (NO) have incorporated interactivecomponents for touch users to the desktopexperience. The overview has a modular basedapproach which was introduced in 2013.
Users can drag and drop preferred modules bypressing the top left part of each module.
In addition users can also swipe through recenttransactions and also the quick transfers facilityworks well on a tablet.
Landing page after login (above and to the right)
Another point to make is that DNB make use ofsticky navigation. See screenshot to the right wherea user has scrolled down whilst the navigationremains at the top. The different navigation tabs canbe expanded with one tap on the screen.
These are all good techniques to help improve theuser experience for tablet users.
4 Sales monetisation: Browser – Block approach to improve experience
April 2014 – Page 8
Something we have noticed among the better experiences is the use of blocks or tiles as seen with Danske Bank (SE) and NAB(AUS). Below we highlight the current account package and home loans section respectively. Using this approach pages comesacross as easier to read and navigate and furthermore it can help banks to make key messages stand out.
A small number of banks researched such as USAA and Boursorama have dedicated product information sections as part of their appnavigation. This gives tablet app users the added convenience to apply for a product from within the app thereby enhancing customerjourney and providing the bank with a low cost sales conversion.
Mapa Research reveal exclusive unrivaled competitor insight
We show you the customer experience of your competitorsOur tablet dashboard monitors some of the most innovative banks from around the world, providing insight intotheir tablet offerings, from both the public sites and within their secure areas. By covering a carefully chosenselection of banks with existing tablet applications that stand out from the crowd, this service will allow you tokeep abreast of global best practice.
Banks we monitor:• Barclays (UK)• Santander (UK)• Discover (US)• USAA (US)• Westpac (AU)• DanskeBank (SE)• BBVA (ES)• Societe Generale (FR)• Boursorama Banque (FR)• ABN AMRO (NL)
Dashboard Service Subscribers receive quarterly updatesincluding a website functionality matrix, a full set ofaccompanying screenshots, a news alert service andconsultant-led presentation
Introduction to the reports:These eight reports (two per quarter) are aimed to cover key hot topics within the field of digital financial services. The reports havea global emphasis providing insight into the latest trends and developments.
The reports aims to support investment decisions within the field providing an independent view. In addition they provide as aninspirational resource as well as it helps to increase your overall understanding and awareness of different topics.
3. Mobile banking – state of the market 2014Three key questions to ask as part of the research1. What is the current state of play?2. What innovative ways have banks developed for mobilebanking users in the last 12 months?3. What are the key trends and what does the future hold?Three key points for the reader to take away:1. Up-to-date view on developments within the mobile banking2. Understand where developments take place and key trends3. Insight into leading initiatives
4. The evolution of digital PFM – 4th editionThree key questions to ask as part of the research1. What new digital PFM tools have been implemented in thelast 12 months?2. What have leading vendors accomplished over the last 12months and where do they see the market going?3. What are the key trends and what does the future hold?Three key points for the reader to take away:1. Up-to-date view on developments within digital PFM2. Understand where developments take place and key trends3. Insight into leading initiatives
1. Cross channel experiences- state of the market 2014Three key questions to ask as part of the research1. To what extent are experiences aligned (look and feel,functionality, security and communication)?2. What is the current state of play including key challenges?3. What are the key trends and where are we moving?Three key points for the reader to take away:1. Up-to-date view on the current state of play2. Understand where developments take place and key trends3. Insight into leading initiatives
2. Tablet banking report series – 6th editionThree key questions to ask as part of the research1. What are the current tablet banking propositions2. What are current browser experiences after login like?3. Are banks utilising sales opportunities at hand?Three key points for the reader to take away:1. Understanding of tablet banking propositions2. A feel for current browser experiences after login3. Identify to what extent banks have utilised the salesmonetisation opportunity that comes with tablets
5. Digital innovations: Selling within digital bankingchannels – 2nd editionThree key questions to ask as part of the research1. How do banks utilise the different channels from a sales andmarketing perspective?2. How have approaches evolved over the last 12 months?3. What are the key trends and what does the future hold?Three key points for the reader to take away:1. Understanding of different techniques and approaches used2. Get a feel for where the market is moving3. Insight into leading initiatives
6. Digital innovations: Engaging and onboardingbusiness banking customers – 2nd editionThree key questions to ask as part of the research1. What are banks doing to segment their offerings and makethem more relevant and appealing to customers/prospects?2. What are banks doing to engage customers/prospects and bythat draw them into the website?3. How have techniques and approaches in relation to point 1-2evolved over the last 12 months?Three key points for the reader to take away:1. Understand how retail banks worldwide try to engageprospects in the digital space2. A review of niche features available to business bankingcustomers3. Insight into how retail banks worldwide utilise the digitalchannels to generate new customers
7. Digital banking security report – 3rd edition3 key questions to ask as part of the research1. What innovative and different initiatives are currentlyavailable?2. How will these initiatives affect the customer experience?3. What are the key trends and what does the future hold?3 key points for the reader to take away:1. Up-to-date view on developments within the field2. Understand where developments take place and key trends3. Detailed insight into activity from banks worldwide
8. The evolution of point-of-sale mobile paymentservices – 3rd edition3 key questions to ask as part of the research1. What is the current state of play of the mobile paymentsmarket in relation to edition 1-2?2. What new services have come to market (and beingscrapped) in the last 12 months?3. What are the key trends and what does the future hold?3 key points for the reader to take away:1. Up-to-date view on developments within the mobile paymentssphere (point-of-sale only)2. Understand where developments take place and key trends3. Insight into a range of innovative and different initiatives
April 2014 – Page 14
Mapa insight series: Reports schedule 20145
Next steps:If you are interested in finding out more about the reportsincluding purchasing options please do get in touch withNiklas Olsson: [email protected]
