• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
mBank - the most design-driven digital bank in the world - NetFinance, Miami 2014
 

mBank - the most design-driven digital bank in the world - NetFinance, Miami 2014

on

  • 6,359 views

Most recent update on mBank - the most design-driven digital bank in the world. ...

Most recent update on mBank - the most design-driven digital bank in the world.

Deck presented at NetFinance in Miami in April 2014.

6 global innovation awards (Finovate, Efma, Bank Innovation 2014, Celent's Model Bank 2014). Coverage by Forrester Research, TechCrunch, Harvard Business Review, WSJ, American Banker and more...

Statistics

Views

Total Views
6,359
Views on SlideShare
6,301
Embed Views
58

Actions

Likes
9
Downloads
150
Comments
0

4 Embeds 58

https://twitter.com 31
http://www.slideee.com 13
https://www.linkedin.com 11
http://www.linkedin.com 3

Accessibility

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel

mBank - the most design-driven digital bank in the world - NetFinance, Miami 2014 mBank - the most design-driven digital bank in the world - NetFinance, Miami 2014 Presentation Transcript

  • NetFinance, Miami, April 29th 2014 mBank: the most design-driven DIGITAL bank in the world Michał Panowicz Managing Director | Products, Marketing & Digital
  • 1.Introducing mBank
  • 3 New mBank gained global recognition for banking innovation 6 top global awards in 14 months London Paris Digital & Mobile Excellence #1 out of 130 projects Most Disruptive Innovation #1 out of 330 projects 2013 Innovation Awards 158 biggest banks 56 countries 330 project New York 4x Golden Banker2014 Bank Innovation
  • 4 The biggest innovator in banking Customers: Fidor Bank 0.06 M Simple 0.1 M Moven ~0.01 M mBank 4.4 M
  • 2.Customers want US to change…
  • First online banking svcs in the 90s
  • AD 2014
  • 8 Just 1 year ago we were still deep in TABLE-BASED BANKING
  • 9 Meanwhile Digital Life Has Become SO MUCH MORE Intuitive Contextual Interactive IntelligentBeautiful Apple Amazon GoogleSpotify Mint Mobile Android
  • 10 ► 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
  • 11 Over 600 final UI/UX models (over 2000+ draft models) 2.9 M 0.16 M0.44 M 0.6 M Core team: ~200FTEs at 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
  • 3.mBank’s online banking
  • 13 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 18 25 32 45 69 71 0 20 40 60 80 100 Aug '13 Sep Oct Nov Dec Jan '14
  • 14 Landing page
  • 15 Account balance forecast
  • 16 Quick „Google-style” search
  • 17 Payments calendar
  • 18 2nd generation PFM: features blended into core scenarios
  • 19 Videobanking: video, voice, chat, real-time collaboration
  • 20 Financial products market providing eCommerce-like experience
  • 21 Quick loan application available on main screen of online banking
  • 22 Three simple steps to obtain a non-mortgage loan in online banking 1. Determining amount and tenor 3. Loan available in less than 1 minute from starting the application 2. Confirming terms and conditions
  • 23 Personalized real-time targeted offers based on customer behavior patterns ~20 types of messages spread across the platform
  • 24 Contextual advisory, real-time targeting, online advertising
  • 25 P2P payments: Facebook, text, mobile
  • 26 Merchant-funded deals, payments marketing (mOkazje)
  • 27 Gamification: integrated into online banking
  • 28 New features in 2014: investments
  • 29 Investments: simple and interactive way of investing in mutual funds
  • 30 Investments: quick search across funds’ attributes
  • 31 Investments: overall portfolio performance
  • 32 New features in 2014: consumer balance sheet summary external account aggregation
  • 33 New features in 2014: loans – all types
  • 34 New features in 2014: insurance – (almost) all types
  • 35 New features in 2014: international expansion to CZ and SK
  • 36 New mBank available in Czech Rep. and Slovakia Launch 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]
  • and more… 400 and over 200 features over screens
  • 4. mBank’s mobile banking
  • 39 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 – 33 Share of mobile logins raised from 9,5% to 18,3% 0% 5% 10% 15% 20% Jan Feb Mar Total in mobile New mBank APP Previous mBank APP
  • 40 1. convenience – instant gratification Mobility
  • Simple login
  • 42 What most popular services do is a no-no in banking ULTIMATE CONVENIENCE… COPIED IN BANKS WOULD LAND US IN JAIL
  • 43 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
  • 44 Quick and easy access via 5-8 digit PIN Mobile device has to be connected with customers’ account via internet banking platform
  • 45 Mobility2 Usability before login: ▸ balance ▸ alerts ▸ credit card balance ▸ mOkazje ▸ ATMs
  • 46 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
  • Demo: mobile login
  • 48 Mobility 2. mobile redefines business model
  • 49 Mobile means completely redesigned business model Facebook & Google example
  • 30 second loan
  • 51 mBank: always one step ahead of competitors ABC of credit risk management
  • 52 mBank: always one step ahead of competitors A. banking standard ABC of credit risk management B. innovative parabanks C. mobile mBank Hours (branch) 26%* 3879%* 900 sec. 30 sec. 26%* *fully APR equivalent, includes fees
  • Design-driven change management Loan process in 30 s? Organisational change BusinessIT Risk management Legal Compliance SecurityAudit Supervisor ZBP Others
  • 54 Impossible process? We just did it
  • Demo: one-click loan
  • 56 Additional money in just 30 seconds via one-click loan application Money bar with individual credit limit One-click loan application
  • 57 Mobility 3. taking the bank out of banking experience
  • Text message payments
  • 59 Real-time communication with customers - unique feature in Poland Text payments Mobile context needs text messaging
  • Demo: other cool features
  • 61 Extended transactional scenarios: PFM features Transaction list: Google like searchTransactions categorization
  • 62 New and simple all money transfers Re-build address book with searching through historical payments. Re-designed payment form. New authorisation method – PIN code.
  • 63 Location based services The nearest useful places (ATM, branch, discounts) Map view Real time notifications near useful places
  • 5. Change to innovate
  • 65 We were just like most other banks: PRETTY SILOED
  • 66 We were just like most other banks: PRETTY SILOED
  • 67 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 code 50k test conditions 200 innovative features 1700 screens All products & services 30M Euro budget Just 14 months 4 million customers 3 countries Corporation not startup
  • 68 Break silos: creativity flourishes on diversity, commitment on inclusion
  • 69 Dedicated location: fresh start for teams and unequivocal focus
  • 70 Freedom & accountability = Ideas…. Organized in coherent direction
  • 71 Non standard motivation: e.g. grass-roots „Say Thanks”
  • 72 Collaboration: x-functional teams with balanced decision-making
  • 73 UX evangelisation and balance between 3 professions
  • Branch Online Mobile Digital first NetFinance, Miami, April 29th 2014