This document provides an overview of Suncorp Bank's mobile strategy and development of their first native mobile banking apps. It details the history of their mobile banking efforts, consumer usage trends, and a case study of their initial native app development project. Key challenges included managing a geographically dispersed team, underestimating the UX expertise required, and testing limitations. Their roadmap focuses on building out a full native mobile banking experience and exploring emerging payment technologies while optimizing their network.

1. Delivering Native Apps
Simon Clarke | March 2012
1

2. Overview
 Overview of Suncorp Bank‟s mobile channels
 History of Suncorp Bank mobile banking
 Mobile Banking consumer behaviour
 Case study: Suncorp Bank‟s native apps V1.0
 Challenges and recommendations
 Suncorp Bank mobile 2012-2013
2
Suncorp Bank

3. Suncorp Bank Mobile
Components
Engagement Existing
Advertising
/ Conversion Customers
• SEM • Brochureware • Internet Banking
• SEO • Locate Branch • Retention
Desktop • Display • Lead Generation • Origination
• Comparison Sites • Online Origination • Online Budgeting
• Social
• SEM • Mobile Landing • Mobile Banking
Pages • Mobile Online
Mobile • SEO
• Click to Call Budgeting
• Display
Web • GPS Locator • SMS Alerts
• Mobile Origination?
• QR codes • Location Based • Native Mobile
• In App Advertising Lead Gen Banking
Native • Location Based • Mobile Origination • NFC
Push Alerts • Digital Wallet/P2P
3
Suncorp Bank

4. History – Suncorp Bank Mobile
2008
 Started in 2008 with WAP
based Mobile Banking
 Was a „wildcard‟ project
2009
 Introduced touch based
Mobile Banking
 First cut of CSS2 and imagery
in HTML
 Creation of iphone sub-
domain
 Introduction of PDF viewing
via BPAY View
4
Suncorp Bank

5. History – Suncorp Bank Mobile
2010
 Redesign to utilise Jquery and
CSS3
 Use of webkit
 Introduction of WURL device
detection
2011
 Revision of CSS3, media
queries, HTML5
 Native app development
 2: build full native app to wrap
mobile banking webapp
 Native apps delivered Dec
2011
5
Suncorp Bank

6. Number Crunching
Internet Banking 2012
 Total Internet Banking customers 429,000
 Active Internet Banking customers 340,000
 Logons per month 4.1 mill
 Transactions per month 4.3 mill
Mobile Banking 2012 (2011)
 % of active customers using Mobile Banking 29% 16%
 Logons per month 1.2 mill 765k
 Transactions per month 3.7 mill 1.6 mill
 Customers purely using mobile 11% 5%
6
Suncorp Bank

7. Mobile Banking Behaviours
For a customer...
“I want
mobile
banking to
be like
Facebook”
I want to
ensure my “I want
money is everything that
secure if I lose Desktop IB
my phone” has”
7
Suncorp Bank

8. Mobile Banking Behaviours
For a bank...
Mobile App
UX
Integrated
Security Channel
Technology
8
Suncorp Bank

9. Why Build A Native App?
 One can argue that mobile banking delivers a „pretty good‟ user experience via
mobile web
 As at July 2011, we were sceptical of going down the native path due to:
 Investment
 ROI
 Immaturity and fragmentation of emerging payments technology
 Uncertainty around architecture and technology stack
 What we knew well...
 Mobile web development and backend core banking integration
 Mobile Web UX
 Device reach via mobile web (any phone that can handle javascript)
 Development lifecycle
As at July 2011, we weren’t convinced that building a native app would deliver
any real customer value other than a sexier UI... 9
Suncorp Bank

10. Why Build A Native App?
Drivers for Going Native
 Transitioning consumer behaviour for engaging banks via mobile
 What was the transition?...
10
Suncorp Bank

11. Why Build A Native App?
Customers complained because they couldn't find us...
“Why doesn‟t Suncorp Bank have an app?”
“We‟ll we have an m site that is accessible via...”
“Oh ok.. How do I download it?”
“You don‟t need to, you just go to m.suncorpbank.com.au save it as a favourite...”
“Um how do I do that? Downloading an app is just easier...”
In emerging markets like Sydney and WA where our brand is growing, without
app presence, our customers couldn't find us...
Also on a basic level, we were simply falling behind by not offering this now
hygiene & accepted method of customer engagement
11
Suncorp Bank

12. Why Build A Native App?
So.. Our native app objectives:
 Build a native app for iOS and Android to allow our brand to have presence in the
App Store and Android Marketplace and make it east for customers to engage
 “Wrap” our existing mobile banking webapp into the native app with a vision to
build a full native version of Mobile Banking pending feedback and downloads
 Initiate some UI optimisation to ensure our webapp seamlessly integrates into a
native app wrapper giving the feel of a full native app
12
Suncorp Bank

13. Case Study: Suncorp Bank App 1.0
Step 1: Forming a Team
 We did an RFP internally and externally
 The business decided to have the app built internally by IT
 Cost: $93k internally (final cost $110k)
 Resources:
PM / IM Developers BA Tester SME/UX
0.5 FTE 1 FTE 0.5 FTE 0.8 FTE 0.5 FTE
2 x 0.5 FTE
13
Suncorp Bank

14. Case Study: Suncorp Bank App 1.0
Step 2: Planning and Elaboration
Planning
 Given our experience, we deliberately kept the scope and functionality of the app
extremely lean
 We originally aimed to simply wrap all our m site pages in a wrapper. We ended
up building most of these as full native..
Elaboration
 Planning was fairly simple as we were rewriting an existing webapp in native
code utilising existing web services
 Each feature card e.g. “display interest rates” was given a combined estimate for
iOS and Android version
 Final feature list was provided to IT to then map against a range of development
technologies
 To date only internal experience of mobile development was a rewrite of a agency
built app
14
Suncorp Bank

15. Case Study: Suncorp Bank App 1.0
Step 2: Concept Phase – IT Architecture
Chosen Technology Stack:
15
Suncorp Bank

16. Case Study: Suncorp Bank App 1.0
Step 3: User Interface Design
 Competitor audit undertaken
 Guerrilla user testing of
competitor apps to understand
customer interaction trends
 Wireframing completed using
“Balsamiq”
 Mock-ups completed using
“mockapp”
 Engaged internal resource to
complete UI design, custom
graphics and PSD
 Generic icons sourced from
“glyphish”
16
Suncorp Bank

17. Case Study: Suncorp Bank App 1.0
Step 3: User Interface Design
17
Suncorp Bank

18. Case Study: Suncorp Bank App 1.0
Step 4: Tools and Processes
 Project team spread across
Brisbane, Sydney and Melbourne
 Utilised Big Blue Button for daily
stand-ups
18
Suncorp Bank

19. Case Study: Suncorp Bank App 1.0
Step 4: Tools and Processes
 Utilised Target Process for Agile
online project management
 Maintained Big Visual Wall to
manage velocity
19
Suncorp Bank

20. Case Study: Suncorp Bank App 1.0
Step 4: Tools and Processes
 Utilised Linoit for Retro collaboration
20
Suncorp Bank

21. Case Study: Suncorp Bank App 1.0
Step 5: Build
 Build was scheduled for 4 iterations (8
weeks) but went for 6 (12 weeks)
 Build went well until iteration 3 where bugs
started to pile up
 Most bugs were „user experience based‟
 Balancing between quality and timing
became a challenge
 “We wanted quality but we were burning
through the budget..”
 Another full-time resource came onboard in
iteration 4 to assist.
21
Suncorp Bank

22. Project Challenges
Resourcing
 Part-time resources was a big challenge
 Developers who knew iOS/ Android but no „big picture‟ tech lead
 Even if you‟re „new‟ to apps, acquire/hire/buy expert FTE on hand to support your team
 Avoid part-time resources, it makes project/iteration management very challenging and ends
up costing more in long run
Social Contract
 Had different views of what an IM and BA did
 Driven by unfamiliarity of applying agile to unfamiliar technology
 Ensure everyone is aware and agrees on roles and responsibilities at start of project – it will
smooth people management and increase velocity
Communication
 Expectations of communicating changes to code
 Due to PT resources, many hands, many changes, apps often broke
 Encourage developers to have regular meetings to discuss their solution
 Ensure developers and testers have chats to run through changes and unit tests
22
Suncorp Bank

23. Recommendations
Geography
 Team spread over 3 cities was a challenge
 Missed luxuries of live stand-up and working with Big Visual Wall
 If you‟re outsourcing, find a local company
 Have initial planning workshops in person even if you‟re going to work across multiple sites
User Experience Knowledge
 Heavily underestimated depth required to build „easy functionality‟
 Acknowledging changes in UX between iOS and Android vs. functionality
 Have a full time mobile UX resource or have an advisory to review your requirements and
point out considerations across mobile platforms, UI advice etc.
Testing
 Testing was guerrilla – project was 80% user interface related rather than „functional‟
 Lack of automation put pressure on tester
 Put effort into automation testing of your app
 Automate UI testing
23
Suncorp Bank

24. Launch and Feedback
 Launched December 11 2011 with updated version on December 19
iOS Android
Rating 4.5 stars 4 stars
Downloads 28851 10651
• This is a good start. I like that it isn't • Banking at my fingertips Works just
Feedback just an app that links to the mobile fine. I can access, create, alter any
banking web app and can lead to a bpays, transfer funds, look at my
fully native application. transaction history, splice and
securely.
• Wahooooooo finally
• Not that great Ap is half done. Its just a
• Took a long time to arrive and its just link to the mobile site.
the mobile site in an app. No more
convenient that using safari. • Website wrapper Good start, looking
forward to a full app that improves on
• Worth it to delete that safari bookmark the mobile website. ATM locator is the
only part that makes app currently
• Bit slow to respond but ok app worth installing, but srsly its not hard to
get geo location data from web
browser, so the main atm locator
website could have same functionality,
which would make this app redundant.
24
Suncorp Bank

25. Final Design
25
Suncorp Bank

26. Suncorp Bank mobile 2012-2013
Roadmap
Strategy
 Suncorp Bank currently half way through our Core Banking Replacement project
with Oracle
 Centralising expertise and strategies across different business units for mobile
with banking being primary force
Development
 Currently building a prototype of a full native app of our current Mobile Banking
webapp for iOS, Android and Windows Mobile with some payment innovations
 Aim to have launch iOS and Android apps by end 2012
 Creating wrapper app for tablets
Suncorp Bank and NFC?
 “Wait and See..”
 Optimising our switch network
 Investigating alternative solutions to current market offerings
26
Suncorp Bank