The document discusses using data-driven decision making at ING Bank. It provides examples of how data analytics can help various departments and teams at ING. Key points include: - Data analytics can provide insights to help optimize mobile apps, understand customer behavior, and improve processes. - Various teams at ING are working to establish a data-driven culture and decision making approach through initiatives like data governance, skills development, and simplifying workflows. - Specific analytics examples shown include insights into mobile app usage, the impact of new features like forecasting, and customer channel switching behavior.

1. De impactvolle
Data Analist
Kevin Anderson
Timothy Dieduksman 2 februari 2017

2. 2
data leverancier veranderaar

3. 3
Kevin Anderson
Chapter Lead Data Analyse
Timothy Dieduksman
Data Analist

4. Explosie van touchpoints
4

5. Purpose
5

6. bit.ly / INGsquads

7. oneAnalytics
Let the data speak
1:1 personal and
relevant for every
customer
Future
Insights
Data driven
decisions

8. DoAnalytics: verander de mindset

9. 1. Governance
2. Objectives
3. Team & Expertise
4. Process & Methodology
5. Tools & Technology
Data Driven Decision Making Maturity Scan

10. (A/B testing)
(Digital Analytics)
(Tagmanagement)
(Dashboarding)
(SQL querying)
(models)
(1:1 communication)Automate & simplify

11. Versimpelen & documenteren werkprocessen

12. Omnichannel
Hypotheken
Dagelijkse
Bankzaken
Zakelijk
Kredietverlening
Betalen
Advies
55 Data Analisten

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TRIBE
APPS
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
TEAM

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MAKE THE MOBILE APP
DEPARMTMENT
DATA-DRIVEN

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“We empower squads to take data-driven decisions”

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DATA-DRIVEN MINDSET
ANALYSES ARE SEEN AND USED
CHALLENGES

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6PRACTICAL EXAMPLES
ON HOW TO SPARK
DATA-DRIVEN THINKING

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Coffee corner

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20. 20
Coffee corner
Analytics update

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Quick statistic

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Coffee corner
Inspiration session
Analytics update

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HAVE YOU
EVER
WONDERED …

25. HOW MANY
CUSTOMERS …
Use the new
Forecasting feature?

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WHAT DO
CUSTOMERS
DO WHEN THEY… Switch CHANNELS?

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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
YOU
YOU
YOU
YOU
YOU
YOU
YOU
DA
DA
DA
WHAT CAN YOU ANALYZE?

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Coffee corner
Analytics update
Inspiration session
Demo

29. PRESENT
YOUR
ANALYSIS

30. LOWER OR HIGHER
Total app users
2.500.000
New app users
9.000
App complaints
20
App rating
4.25

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Coffee corner
Analytics update
Inspiration session
Demo
Workshop

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Coffee corner
Analytics update
Inspiration session
Demo
Workshop
Visualization

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34. 34
90%
accept the
terms & conditions
50%
tap to see
transaction details 8 MILLION
10
avg. use per week
per user
10%
read the Forecasting
Info page
(more Android users than iOS)
1%
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: xxx@ing.nl)
90%
used Forecasting
on 2 different days
or more
Forecasting
Used by customers
October 9th 2016
Unique customers per week
(thousands)
500
300
20
862
754
200
850 855 806 824

35. Some statistics on fingerprint and voice usage
(focus on payments)
35
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
functionality.
• The amount of fingerprint payments will keep growing
steadily as newer devices support fingerprint
functionality and current users become aware of the
feature.
• 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
Android 258.000
iOS 250.000
# 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)
82%
92%
77%
86%
17% 8%
23%
14%
0
50
100
150
200
250
300
350
400
2012 2013 2014 2015
mln
Total
Intern
et
0
200
400
600
800
(tsd)
Fingerprint…
Customers
0
2
4
6
8
10
(%)
0
2
4
6
8
10
(%)
0
200
400
600
800
(tsd)
Fingerprint…
Customers
Voice payments

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Demo

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de factbites geven inspiratie
429 collega’s
24% groei
Effect van 1 maand Factbites
350x
45x
“Ik vind het echt top deze insights!”
“De factbites geven inspiratie.”
“Leuke factbites! Ze zijn praktisch, actueel
en geven inzicht. Precies goed.“
“Echt fantastisch deze factbites! Het geeft
een mooi inzicht en trigger waar de kansen
liggen. Keep up the good work!!”
“Bijna altijd roepen de cijfers vervolg
vragen bij mij op.”
NPS +59
“Zorg dat er altijd een 'so what' in zit. Zodat
het mensen echt aan het denken zet over
wat we/ING doen.“

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data leverancier veranderaar

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data leverancier veranderaar
dataleverancier

41. Skills Impactvolle
Data Analist
41
insightanalyseren presenteren
techniek
business
klant organisatie

42. We zoeken altijd
goede Data Analisten.
Geïnteresseerd?
Neem contact op!

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