What devices should
we focus testing on?
How many customers
will use the new feature X
How does feature Y
influence customer behavior?
What is the customer impact
if we close app version Z?
New app users per week
% of internet banking users who use the app
App rating compared with competitors
MAKE THE MOBILE APP
“We empower squads to take data-driven decisions”
ANALYSES ARE SEEN AND USED
ON HOW TO SPARK
Use the new
DO WHEN THEY… Switch CHANNELS?
HOW MANY CUSTOMERS USE FINGERPRINT TO CONFIRM PAYMENTS?
HOW MANY CUSTOMERS USE BALANCE BEFORE LOGIN?
HOW MANY CUSTOMERS USE THE NEW FORECASTING FEATURE?
FOR WHAT DO CUSTOMERS SWITCH CHANNELS?
WHAT IS THE MAIN REASON FOR CUSTOMERS TO LOG IN TO THE APP?
HOW LONG DOES IT TAKE TO FILL IN THE TRANSFER FORM
MUCH MUCH MORE…
ARE CUSTOMERS MORE LIKELY TO STAY WITH ING BECAUSE OF THE APP?
HAVE CUSTOMERS THAT USED FORECASTING CHANGED BEHAVIOR?
WHY DO CUSTOMERS STOP USING THE ING APP
WHAT CAN YOU ANALYZE?
terms & conditions
tap to see
transaction details 8 MILLION
avg. use per week
read the Forecasting
(more Android users than iOS)
switch Forecasting on/off
via the settings menu
(twice more often turning on than off)
Analysis performed by timothy dieduksman on behalf of squad follow the money (contact: firstname.lastname@example.org)
on 2 different days
Used by customers
October 9th 2016
Unique customers per week
850 855 806 824
Some statistics on fingerprint and voice usage
(focus on payments)
A FEW INSIGHTS
• Since its launch, customers have quickly adopted the
use of fingerprint to confirm payments.
• On the other hand, voice is rarely used and diminishes
over time (for payment confirmation).
• iOS users more quickly adopted fingerprint
• The amount of fingerprint payments will keep growing
steadily as newer devices support fingerprint
functionality and current users become aware of the
• On a side note: the share of payments through the app
compared to internet keeps increasing over time.
# FINGERPRINT PAYMENTS
FINGERPRINT PAYMENTS % OF TOTAL
# VOICE PAYMENTS
VOICE PAYMENTS % OF TOTAL
Registered voice profile 508.000
# Total voice usage (incl. login) last month 39.000
# Total voice users (incl. login) last month 10.000
# Voice payments last month 6.000
# Voice users last month 5.500
VOICE USER STATISTICSFINGERPRINT USER STATISTICS
# Activated fingerprint devices - login only 217.000
# Activated fingerprint devices - login and confirm 90.000
% of Android fingerprint confirm devices activated * 33%
% of iOS fingerprint confirm devices activated * 45%
# Fingerprint payments last month 300.000
# Fingerprint payment users last month 100.000
% of total payments last month 12,5%
20 JUL. 2016
# PAYMENTS APP VS. INTERNET
contact timothy dieduksman for questions & comments (squad omnichannelexperience | mobile apps | skunkworks)
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