Transforming Your Banking Portal to Deliver “My-Size-Fits-Me” Customer Experience<br />
MILAN DAVE<br />Solutions Manager<br />BEN SYKES<br />Director of User Experience<br />
ABOUT BACKBASE<br />
interactive<br />and <br />A Compelling Web Experience Is a MUST<br />“Increasingly, customers expect<br />personalized<br...
MY SIZE FITS ME?<br />
PEOPLE EXPERTS<br />THE PROBLEM<br />THE SOLUTION<br />BEST PRACTICES<br />
Thought is based on images, not words<br />Humans can’t sustain cognitions beyond working memory without tagging them with...
PEOPLE EXPERTS<br />THE PROBLEM<br />THE SOLUTION<br />BEST PRACTICES<br />
Survey in October 2009, Forrester asked 4,653 US consumers about their interactions with companies in 14 industries. <br /...
“Banks decline considerably <br />in meeting <br />Customer needs.”<br />
Visibility of system statusKeep users informed about what is going on<br />User control and freedomSupport undo and redo; ...
PEOPLE EXPERTS<br />THE PROBLEM<br />THE SOLUTION<br />BEST PRACTICES<br />
5 R’S<br />RICHNESS<br />RELEVANCE<br />RELATIONSHIPS<br />REUSE<br />RESULTS<br />
RICHNESS<br />RESPONSIVE<br />INTERACTIVE = MEMORABLE<br />
RICHNESS<br />The More Sensory Data, the Stronger the Memory (good or bad)<br />Interactivity increases memorability<br />
RELEVANCE<br />CUSTOMIZATION = PULL<br />PERSONALIZATION = PUSH<br />
RELATIONSHIPS<br />THE VALUE OF SOCIAL IN BANKING?<br />
KEEP YOUR TOOLS<br />RE-USE<br />LEVERAGE EXISTING TALENT<br />
RESULTS<br />MEET YOUR CUSTOMERS NEEDS<br />EASY TO USE<br />ENJOYABLE<br />
PEOPLE EXPERTS<br />THE PROBLEM<br />THE SOLUTION<br />BEST PRACTICES<br />
CASE STUDIES?<br />
ABN AMRO<br /><ul><li>Online Banking Portal (3.5 million customers)
Personalized and customized banking environment
Improve customer satisfaction and online conversion
Customer since 2007</li></li></ul><li>BARCLAYS<br /><ul><li>Online Banking Portal (8 million customers)
B2C and B2B Customer Relationship Management
Improve customer satisfaction and online conversion
Customer since 2009</li></li></ul><li>PHILIPS<br /><ul><li>Customer Experience Portal
Product finders for visual search and comparing
Upcoming SlideShare
Loading in …5
×

Transforming Your Banking Portal to Deliver “My-Size-Fits-Me” Customer Experience

1,239 views
1,137 views

Published on

The User Experience of the future of banking portals at the Retail Banking Conference

Published in: Design, Business, Technology
0 Comments
1 Like
Statistics
Notes
  • Be the first to comment

No Downloads
Views
Total views
1,239
On SlideShare
0
From Embeds
0
Number of Embeds
11
Actions
Shares
0
Downloads
0
Comments
0
Likes
1
Embeds 0
No embeds

No notes for slide
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Meet Milan Dave&apos; : What you do B. What you care about? A. Meet Ben Sykes : What you do B. What you care about?
  • Who We’ve Worked With
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • IMAGE = postits about human experience
  • Image = person upset
  • FACTS SHEET
  • Forrester
  • Talking point: We’ve worked with dozens of financial institutions and what we learned is the following:1. Success Criteria for:Ref Nick finck
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • placeholder
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • placeholder
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • Grassy hill imagery potentially WHO ARE WE A. Hi I’m Milan – I’m the Solutions Manager at Backbase B. What you care about? A. A little about me I’m Ben – I’m the director us ux at backbase What that means is.. I’m resonsible for x and I’m a big fan of
  • 1. Come visit us at our booth this weekend, and we’ll offer 2 day heuristic eval 2. (takeaway) – When you leave here today, you’ll have some very tangilble insight
  • Transforming Your Banking Portal to Deliver “My-Size-Fits-Me” Customer Experience

    1. 1. Transforming Your Banking Portal to Deliver “My-Size-Fits-Me” Customer Experience<br />
    2. 2.
    3. 3. MILAN DAVE<br />Solutions Manager<br />BEN SYKES<br />Director of User Experience<br />
    4. 4. ABOUT BACKBASE<br />
    5. 5.
    6. 6. interactive<br />and <br />A Compelling Web Experience Is a MUST<br />“Increasingly, customers expect<br />personalized<br />dynamic<br />experiences <br />when dealing with your online channel.”<br />
    7. 7. MY SIZE FITS ME?<br />
    8. 8.
    9. 9.
    10. 10.
    11. 11. PEOPLE EXPERTS<br />THE PROBLEM<br />THE SOLUTION<br />BEST PRACTICES<br />
    12. 12. Thought is based on images, not words<br />Humans can’t sustain cognitions beyond working memory without tagging them with emotion<br />humans are feeling beings that think, not thinking beings that feel<br />Humans can’t sustain without tagging them with emotion<br />
    13. 13. PEOPLE EXPERTS<br />THE PROBLEM<br />THE SOLUTION<br />BEST PRACTICES<br />
    14. 14.
    15. 15. Survey in October 2009, Forrester asked 4,653 US consumers about their interactions with companies in 14 industries. <br /> 1) How effective were they at meeting your needs? <br /> 2) How easy was it to work with these firms? <br /> 3) How enjoyable were the interactions? <br />
    16. 16. “Banks decline considerably <br />in meeting <br />Customer needs.”<br />
    17. 17.
    18. 18.
    19. 19. Visibility of system statusKeep users informed about what is going on<br />User control and freedomSupport undo and redo; provide emergency exits<br />Recognition VS recallMinimize what the user needs to remember, from screen to screen<br />Aesthetic and minimalist designEliminate elements that are not necessary<br />Error preventionDesign the system to minimize the amounts of errors that could occur <br />
    20. 20. PEOPLE EXPERTS<br />THE PROBLEM<br />THE SOLUTION<br />BEST PRACTICES<br />
    21. 21. 5 R’S<br />RICHNESS<br />RELEVANCE<br />RELATIONSHIPS<br />REUSE<br />RESULTS<br />
    22. 22. RICHNESS<br />RESPONSIVE<br />INTERACTIVE = MEMORABLE<br />
    23. 23. RICHNESS<br />The More Sensory Data, the Stronger the Memory (good or bad)<br />Interactivity increases memorability<br />
    24. 24. RELEVANCE<br />CUSTOMIZATION = PULL<br />PERSONALIZATION = PUSH<br />
    25. 25. RELATIONSHIPS<br />THE VALUE OF SOCIAL IN BANKING?<br />
    26. 26. KEEP YOUR TOOLS<br />RE-USE<br />LEVERAGE EXISTING TALENT<br />
    27. 27. RESULTS<br />MEET YOUR CUSTOMERS NEEDS<br />EASY TO USE<br />ENJOYABLE<br />
    28. 28.
    29. 29. PEOPLE EXPERTS<br />THE PROBLEM<br />THE SOLUTION<br />BEST PRACTICES<br />
    30. 30.
    31. 31.
    32. 32.
    33. 33. CASE STUDIES?<br />
    34. 34. ABN AMRO<br /><ul><li>Online Banking Portal (3.5 million customers)
    35. 35. Personalized and customized banking environment
    36. 36. Improve customer satisfaction and online conversion
    37. 37. Customer since 2007</li></li></ul><li>BARCLAYS<br /><ul><li>Online Banking Portal (8 million customers)
    38. 38. B2C and B2B Customer Relationship Management
    39. 39. Improve customer satisfaction and online conversion
    40. 40. Customer since 2009</li></li></ul><li>PHILIPS<br /><ul><li>Customer Experience Portal
    41. 41. Product finders for visual search and comparing
    42. 42. Easy & fast navigation
    43. 43. Customer since 2008</li></li></ul><li>GENERAL MOTORS<br /><ul><li>OnStar Customer Support Portal (30 Million users)
    44. 44. Global Enterprise Standard
    45. 45. Improve customer satisfaction and retention
    46. 46. Customer since 2007</li></li></ul><li>MOTOROLA<br /><ul><li>System Monitoring Portal (B2B)
    47. 47. Global OEM / Standard
    48. 48. Lightweight portal embedded on hardware devices
    49. 49. Customer since 2008</li></li></ul><li>BLUE CROSS BLUE SHIELD<br /><ul><li>Online Healthcare Portal 
    50. 50. Personalized and customized health management environment
    51. 51. Improve member satisfaction and retention
    52. 52. Customer since 2009</li></li></ul><li>OUR OFFER<br />TO YOU<br />
    53. 53. MORE INFO<br />WWW.BACKBASE.COM<br />REQUEST@BACKBASE.COM<br />SAN FRANCISCO: +1 866 800 8996<br />AMSTERDAM: +31 (0)20 465 8888<br />

    ×