An overview of Suncorp Bank\'s mobile strategy and initiatives for 11/12 and beyond.

1. Enabling Banks for Mobile
Simon Clarke| July 2012
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2. Overview
• Understanding mobile consumer behaviour
• How banking customers interact via mobile
• Overview of Suncorp Bank’s mobile strategy
• Impacts of emerging payments technology on our
current mobile strategy
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3. What’s so good about Mobile?
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4. Convenience
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Image Source: http://goodnightsnack.com/

5. Convergence
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Image Source: http://blog.devost.net/

6. Customer Centricity
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7. Banking vs. the world
How we compare
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8. Banking vs. the world
How we compare
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9. Banking vs. the world
How we compare
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Image source: http://rorschach.org

10. Banking vs. the world
How we compare
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11. 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 has”
my phone”
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12. Mobile banking behaviours
For a bank...
Mobile App
UX
Platform
Security Delivery
Strategy
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13. Suncorp Bank mobile
Where does it all fit in…for IT architecture
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14. Suncorp Bank mobile
Where does it all fit in…for the online channel
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15. Suncorp Bank mobile
Where does it all fit in…for the customer
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16. Putting mobile in the mix
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 Apps
• In App Advertising Lead Gen • NFC
Native • Location Based • Mobile Origination • Digital Wallet/P2P
Push Alerts • mCommerce
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17. Suncorp Bank Mobile Overview

18. Suncorp Bank Mobile
Mobile Advertising
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19. Suncorp Bank Mobile
Mobile Engagement and Content Mobile
Advertising/
SEO
+
Media Queries
+
Responsive
Web Design
+
Appropriate CTA
= 19
Suncorp Bank
Mobile
Engagement

20. Suncorp Bank Mobile
Mobile Self-Service – evolution of the browser browsers
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21. Suncorp Bank Mobile
Mobile Self-Service – via browsers
2011 2012
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22. Native Apps
2011
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23. Native Apps
Technology Stack
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24. Native Apps
2012
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25. Number Crunching
Internet Banking 2012
 Total Internet Banking customers 470,000
 Active Internet Banking customers 380,000
 Logons per month 4.3 mill
Mobile Banking 2012 2011
 % of customers using Mobile Banking 35% 16%
 Logons per month 1.5 mill 765k
 Transactions per month 4.8 mill 1.6 mill
 Customers purely using mobile 12% 5%
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26. Native Apps
Strategy 12-13
1. Continue to develop the current mobile banking hybrid solution and
undertaken initiatives to provide short term benefits to the bank
2. A Mobile Banking channel that through its usability and customer
experience offered - is a key driver of customer satisfaction for the
bank
3. A Mobile Banking channel that delivers messaging and intuitive
marketing activity to extend our digital advertising strategy, ensure our
customers have products that suit their needs and facilitate total share
of wallet
4. A Mobile Banking channel to delivers product value add & mobile/NFC
payments functionality to deposit account holders as a means to
encourage switching and or increase active use of deposit accounts
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27. Innovation
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Suncorp Bank

28. NFC and Mobile Payments
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29. NFC and Mobile Payments
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