NetFinance, Miami, April 29th 2014
mBank: the most design-driven
DIGITAL bank in the world
Michał Panowicz
Managing Direct...
1.Introducing
mBank
3
New mBank gained global recognition for banking innovation
6 top global awards in 14 months
London
Paris
Digital & Mobil...
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
Google...
10
► State-of-the-art user
interface
► 2nd-gen personal finance
management
► Video banking
► Google-like quick search
► Ga...
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+
...
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:
in...
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...
23
Personalized real-time targeted offers based on customer
behavior patterns
~20 types of messages spread across the plat...
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 cust...
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,...
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 & ...
44
Quick and easy access via 5-8 digit PIN
Mobile device has to be connected with customers’ account
via internet banking ...
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 %) ...
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...
Design-driven change management
Loan process in 30 s?
Organisational
change
BusinessIT
Risk management
Legal
Compliance
Se...
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 loa...
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 paymen...
63
Location based services
The nearest useful places
(ATM, branch, discounts)
Map view Real time notifications near
useful...
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 &
Acco...
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
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mBank - the most design-driven digital bank in the world - NetFinance, Miami 2014

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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...

Published in: Economy & Finance, Business

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

  1. 1. NetFinance, Miami, April 29th 2014 mBank: the most design-driven DIGITAL bank in the world Michał Panowicz Managing Director | Products, Marketing & Digital
  2. 2. 1.Introducing mBank
  3. 3. 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. 4. 4 The biggest innovator in banking Customers: Fidor Bank 0.06 M Simple 0.1 M Moven ~0.01 M mBank 4.4 M
  5. 5. 2.Customers want US to change…
  6. 6. First online banking svcs in the 90s
  7. 7. AD 2014
  8. 8. 8 Just 1 year ago we were still deep in TABLE-BASED BANKING
  9. 9. 9 Meanwhile Digital Life Has Become SO MUCH MORE Intuitive Contextual Interactive IntelligentBeautiful Apple Amazon GoogleSpotify Mint Mobile Android
  10. 10. 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. 11. 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
  12. 12. 3.mBank’s online banking
  13. 13. 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. 14. 14 Landing page
  15. 15. 15 Account balance forecast
  16. 16. 16 Quick „Google-style” search
  17. 17. 17 Payments calendar
  18. 18. 18 2nd generation PFM: features blended into core scenarios
  19. 19. 19 Videobanking: video, voice, chat, real-time collaboration
  20. 20. 20 Financial products market providing eCommerce-like experience
  21. 21. 21 Quick loan application available on main screen of online banking
  22. 22. 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. 23. 23 Personalized real-time targeted offers based on customer behavior patterns ~20 types of messages spread across the platform
  24. 24. 24 Contextual advisory, real-time targeting, online advertising
  25. 25. 25 P2P payments: Facebook, text, mobile
  26. 26. 26 Merchant-funded deals, payments marketing (mOkazje)
  27. 27. 27 Gamification: integrated into online banking
  28. 28. 28 New features in 2014: investments
  29. 29. 29 Investments: simple and interactive way of investing in mutual funds
  30. 30. 30 Investments: quick search across funds’ attributes
  31. 31. 31 Investments: overall portfolio performance
  32. 32. 32 New features in 2014: consumer balance sheet summary external account aggregation
  33. 33. 33 New features in 2014: loans – all types
  34. 34. 34 New features in 2014: insurance – (almost) all types
  35. 35. 35 New features in 2014: international expansion to CZ and SK
  36. 36. 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]
  37. 37. and more… 400 and over 200 features over screens
  38. 38. 4. mBank’s mobile banking
  39. 39. 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. 40. 40 1. convenience – instant gratification Mobility
  41. 41. Simple login
  42. 42. 42 What most popular services do is a no-no in banking ULTIMATE CONVENIENCE… COPIED IN BANKS WOULD LAND US IN JAIL
  43. 43. 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. 44. 44 Quick and easy access via 5-8 digit PIN Mobile device has to be connected with customers’ account via internet banking platform
  45. 45. 45 Mobility2 Usability before login: ▸ balance ▸ alerts ▸ credit card balance ▸ mOkazje ▸ ATMs
  46. 46. 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
  47. 47. Demo: mobile login
  48. 48. 48 Mobility 2. mobile redefines business model
  49. 49. 49 Mobile means completely redesigned business model Facebook & Google example
  50. 50. 30 second loan
  51. 51. 51 mBank: always one step ahead of competitors ABC of credit risk management
  52. 52. 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
  53. 53. Design-driven change management Loan process in 30 s? Organisational change BusinessIT Risk management Legal Compliance SecurityAudit Supervisor ZBP Others
  54. 54. 54 Impossible process? We just did it
  55. 55. Demo: one-click loan
  56. 56. 56 Additional money in just 30 seconds via one-click loan application Money bar with individual credit limit One-click loan application
  57. 57. 57 Mobility 3. taking the bank out of banking experience
  58. 58. Text message payments
  59. 59. 59 Real-time communication with customers - unique feature in Poland Text payments Mobile context needs text messaging
  60. 60. Demo: other cool features
  61. 61. 61 Extended transactional scenarios: PFM features Transaction list: Google like searchTransactions categorization
  62. 62. 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. 63. 63 Location based services The nearest useful places (ATM, branch, discounts) Map view Real time notifications near useful places
  64. 64. 5. Change to innovate
  65. 65. 65 We were just like most other banks: PRETTY SILOED
  66. 66. 66 We were just like most other banks: PRETTY SILOED
  67. 67. 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. 68. 68 Break silos: creativity flourishes on diversity, commitment on inclusion
  69. 69. 69 Dedicated location: fresh start for teams and unequivocal focus
  70. 70. 70 Freedom & accountability = Ideas…. Organized in coherent direction
  71. 71. 71 Non standard motivation: e.g. grass-roots „Say Thanks”
  72. 72. 72 Collaboration: x-functional teams with balanced decision-making
  73. 73. 73 UX evangelisation and balance between 3 professions
  74. 74. Branch Online Mobile Digital first NetFinance, Miami, April 29th 2014

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