Mapa research insightseries_highlights_2014

Highlights of Mapa Insight Series 2014
Complimentary Report Slides
Mapa Research
Find out more about our research:
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© Mapa Research December 2014
ContentsC
1. Tablet Banking Series p. 3
2. Mobile Banking Series p. 7
3. PFM Insight Series p. 12
4. How to win start-ups p. 18
5. Mapa Insight Series: Report schedule 2014 p. 22
6. Contact Details p. 24
@ About Mapa p. 25

About the report
Tablets are becoming mainstream and are used across
age groups. Consumers are adapting to multi-screen
lifestyles, as part of which tablet plays an important
part. Furthermore statistics tell us that tablets are
frequently used for browsing websites as well as
purchasing products and services.
This report highlights current tablet banking
propositions, and also what the browser experience
after login looks like. Furthermore we examine if and
how banks utilise the sales monetisation opportunity as
part of browser and app experiences.
By reading this report we aim to help you better
understand the current tablet banking landscape, and
pinpoint tablet specific opportunities within both
servicing and sales.
1. Tablet Banking Series: Are you
making the most of the tablet
opportunity?
Author: N. Olsson
Edited: E. Chatham
April 2014
If you have any questions regarding this report, please contact Niklas Olsson on +46 (0) 8 509 074 05 or via email: niklas@maparesearch.com
© Mapa Research December 2014Page 3

1 The tablet banking proposition: Providing a better overview than mobile
Page 4
The tablet experience certainly provides a better overview compared to mobile. This is something that some, but not all banks take
advantage of. One of better examples we have come across is Standard Bank (ZA). The bank launched a new iPad app mid March
2014. Below we compare the iPad and iPhone app landing pages after login.
The tablet overview is positioned as ’My Personal Dashboard’ and customers can add, remove and move around different tiles.
Letting customers dictate the experience according to their needs has been at the heart of developing the app. Do note that you can
swipe sideaways to view additional content.

The browser experience after login: The OK one1
Page 5
The DNB (NO) have incorporated interactive
components for touch users to the desktop experience.
The overview has a modular based approach which
was introduced in 2013.
Users can drag and drop preferred modules by
pressing the top left part of each module.
In addition users can also swipe through recent
transactions and also the quick transfers facility works
well on a tablet.
Landing page after login (above and to the right)
Another point to make is that DNB make use of
sticky navigation. See screenshot to the right where
a user has scrolled down whilst the navigation
remains at the top. The different navigation tabs can
be expanded with one tap on the screen.
These are all good techniques to help improve the
user experience for tablet users.

1
A small number of banks researched such as USAA and Boursorama have dedicated product information sections as part of their app
navigation. This gives tablet app users the added convenience to apply for a product from within the app thereby enhancing customer
journey and providing the bank with a low cost sales conversion.
Sales monetisation: App – Tablet optimised product applications
Open an
account
Product options available:
Investments, current account,
savings, life insurance,
sharedealing, mortgages
Open account Form asks for personal
details, address and contact
information
‘Open an account’ section uses visuals of a rotating disc that is
segmented into different products & services offered. Clicking on a
product slides open an overlay of relevant product information and for
certain products a link to apply within the pre login section of the app.
Page 6
Mapa comment
Product applications are available before and after login.
A point to make is that personal details are prefilled if
applying after login, hence providing a slicker experience.

About the report
Engagement with mobile banking apps is increasing as
retail banks begin to incorporate functionality which was
once only availability within the desktop channel. As a
result, customers can now truly transact on the go, and are
enticed to have greater engagement within the app.
This report highlights the current mobile banking app
market. It looks at the types of innovations banks have
been setting forth over the past 9 months in addition to
outlining which functionalities can now be deemed “hygiene
factors.” Furthermore, we take a good look at what the
future of mobile banking looks like, in particular those
disruptors and new techniques which may revolutionise the
market.
By reading this report we aim to help you better understand
your mobile banking app positioning relative to other retail
banks. It should provide you with an idea of what users will
soon believe to be standard functionality within apps, and
also provide inspiration as how to become a market leader
2. Mobile Banking Series: State of
the Market 2014
Author: M. Johnson and N. Olsson
Edited: E. Chatham
May 2014
If you have any questions regarding this report, please contact Meaghan Johnson on +44 (0) 7739 752 442 or via email:
meaghan@maparesearch.com © Mapa Research December 2014Page 7

Mobile Banking – Current Provision: PFM Approach2
The landing pages, or home screen, within mobile banking apps varies from the visual with a high level of functionality to the basic
and transactional led. Below are examples of banks that take a more visual approach, which include graphical representations of
account balances, or available credit, and a number of links to functionalities ranging from secure messaging, special offers, budgeting
and payments.
BNP Paribas and Hello! Bank (FR) offer a highly visual home screen
with a visual representation of a customers balance by month.
Furthermore, BNP highlights customers recent spending via icons
and colours
Societe Generale (FR)
similarly has a visual
representation of the
customers balance based on a
set threshold. Furthermore, it
has an icon driven navigation
Barclaycard (UK) provides
customers with a visual
representation of their
available credit
Page 8

Handelsbanken (SE) have introduced fund trading functionality to existing iPhone and Android apps. Customers have the option
to buy, sell and set up standing orders to preferred funds. Navigation to their ’Savings and investments’ section and overview of
existing holdings illustrated below.
Key Themes and Developments: Product integration2
Landing page after login
Savings and investments
icon highlighted
‘Savings and investments’
overview
Three navigation options:
1. Current holdings
2. Buy a new fund
3. List of funds
Current holdings page Information about a specific
fund
Options to buy, sell, switch to
other fund or set up a standing
order
Page 9

A number of banks have introduced a Windows Phone app. The functionality is not always as extensive in these apps as the iOS
and Android apps (ING Netherlands). Barclays (UK), the latest UK bank to introduce the app, uses the same left hand side
navigation as its iOS and Android apps.
Key themes and developments: Windows Phone Apps2
The app uses the same left
side navigation as the iOS
and Android versions
The app has less
functionalities then the iPhone
and Android apps. It only
allows customers to view their
accounts, make internal and
external transfers., where iOS
and Android users can make
bill payments and have
personalisation options.
Same functionality as the iOS and Android versions
Page 10

3. PFM Insight Series:
Will Big Data projects help put PFM centre
stage?
Author: N. Olsson
Editor: E. Chatham
June 2014
About the report
This report will provide as an in-depth insight into how
digital Personal Finance Management has evolved
over the last 12 months, along with an account of the
top developments from providers across the globe.
Furthermore we continue to track and report on key
trends within the field.
Besides our own view and analysis we have also
included insight from four market leading vendors
highlighting what they have been busy working on and
where they see the market going.
This report aims to help support investment decisions
as it offers an independent view of personal finance
management. Additionally, it provides an inspirational
resource for developments within the field.
Page 11

Top PFM developments: Basic visualisations – smaller improvements
Building on the examples on the previous page, we would like to highlight some further improvements. Again, these are all minor yet
significant examples of how relevant additions can add value to the experience. Besides the fact that these are predominantly the
types of approaches banks have been working on, it is evident that mobile is the prioritised device for developments.
Bank of Melbourne (AUS)
Customers can choose to
activate a quick balance
feature including a
barometer indicating where
your balance sit in relation
to pre-set thresholds.
Comm. Bank (AUS)
Following an app relaunch
Q1 this year total credits and
debits and net position are
now displayed straight after
login.
As it stands accounts and
cards are included. This can
help customers to get a
better feel for their overall
finances.
BBVA (ES)
The bank has recently
introduced an app re-design.
The landing page after login
lists all your products with
the bank and a bar chart at
the top now gives customers
a visual understanding of
split between assets and
liabilities.
Sabadell (ES)
Yet another example of a
Spanish banking app refresh
comes from Sabadell.
Similar to BBVA a bar chart
approach is used. In this
case it highlights the
percentage split between
regular accounts and
investments.
3
Page 12

Top PFM developments: Analysis – tablet only development
ING (BE): The ’My Budget’ section is still highlighted as being
in beta and consists of one clear and intuitive overview page
(screenshot to the left).
Users set the preferred time period at the bottom. By pressing
and turning the wheel users can choose to highlight
categories of interest. In this case ’Salary’ and ’Home’. When
tapping ’View details’ users can see a breakdown of spend in
that particular category (see below).
ING has prioritised developing PFM features for iPad users
only. No features are available in mobile or internet banking.
What do we like about this example?
 Available features are seamlessly integrated
 Prominent positioning of features
 No setup process
 Not overdoing it – relevant and intuitive features.
3
Page 13

Kiboo (US) is a relatively new initiative primarily aimed at kids, youths and their parents. The product consists of a debit card,
current and savings account which you manage through a browser based interface. Central to the service is a visual overview of
finances, how and where your spend, budgets and savings goals.
An interesting part of the service is that parents can overview how their kids spend their money and what savings goals they
currently have. Parents can quickly and easily transfer money in to their kids’ accounts.
Finally we want to emphasize that Kiboo has partnered with a number of retailers and this comes in to play when having achieved
a savings goal. Depending on the purpose with the goal the user is presented with information on where to buy the item (e.g
smartphone, bicycle) at the best price.
3
Link to an interview with the founder:
elitedai.ly/1ah8NDH
Page 14
Link to site kiboo.com
Increasing customer engagement: Initiative aimed at kids and parents
Point of note
Do remember Yodlee’s comment earlier saying
that collaborative banking features being one of
their key areas of development during the last
12 months.

About the report
This report will provide you with insights into how
leading retail banks worldwide work to attract and
engage with start-ups online. The reason behind this
focus is that the vast majority of businesses within the
SME sector are micro businesses*. Furthermore,
statistics show that, once a customer of a bank,
businesses are reluctant to switch, hence it is important
for banks to get new businesses on board.
This report highlights a number of standout examples
taken from across the globe, revealing different
approaches taken and deriving useful insights. It aims to
help support investment decisions and to provide an
inspirational resource for further developments in this
field.
This report is part of our annual insight report series that
examines various hot topics within the field of digital
financial services.
4. How to win start-ups:
A global good practice report
Author: N. Olsson
October 2014
*According to the European Commission: bit.ly/1hvk7SN
Page 15

4
DNB (NO) together with the Dutch banks stand out as
being very start-up focused. In May 2014 DNB launched a
’Start-up Solver’ team. You can reach this dedicated team
of advisors via phone, weekdays 8-17. The team of
experts gives you good tips and help on how to take things
forward. Below we highlight the ’Start a business’ page.
During the spring DNB conducted a poll asking if a start-up
forum would be a good thing. 91% of the respondents said
yes and as a result a forum went live. The forum sits on a
Labs site, but selected topics are integrated nicely on
different pages.
Support and advice: Start-up focused approach
In DNB we have a team named the ’Start-up
Solver’. We know a lot about starting a business...
Most recent discussions from the forum integrated
9 sub-sections that you can dive into:
1. Business idea
2. Business plan (see next page)
3. Financing and support
4. Type of company
5. Registration
6. Tools and forms
7. Webinar and Seminar
8. Inspiration
9. Become a customer
Page 16

4
November 2013 Westpac (NZ) released a ‘Get Feedback’ tool to their business banking customers. The bank claims it is the first of
its kind offered to business banking customers in Australia and New Zealand. Using this service businesses can capture and analyse
their customer feedback and build better engagement. They will be able to track, in real time, how customers feel about the service
they offer, manage customer interactions and receive valuable verbatim feedback. They are also able to post feedback in the social
media channels they use. The service is provided together with Vocaliti. As part of announcing the tool Westpac said that they see
huge opportunity helping SME’s drive their customer experience.
Link to the page including a video demonstration: bit.ly/1qOcCbQ
Key features:
• Live online Dashboard
• Build surveys simply and quickly
• ’Share’ positive feedback automatically
• Track customer feedback over time
• Set up alerts to identify important customers
• Benchmark against the best
Digital tools: Doing more business
Page 17

CIBC (CA) introduced their app in September 2013. Similar to Swedbank it offers more than just the basics. You can perform critical
payment tasks including payment approvals and rejections for all payment types. Establish up to 30 favourite accounts for even easier
access. Also, you can review payment details and audit history.
Three standout features that we want to highlight:
1. Receive mobile notifications for payments requiring approval or a FX rate for settlement
2. Easily make phone calls to team members to confirm payments details.
3. Obtain foreign exhange rates for cross-currency payment settlement
In particular point one and two can help business owners save time and it will also reduce the risk of forgetting important payments.
4 Top five business banking apps: CIBC (CA) Link to video demonstration: bit.ly/1m7pWZ7
All accounts –
option to set
favourite accounts
for easier access
Account details Approve payments Approve payments
– payment details
Real time foreign
exchange - option
to trade
Page 18

Introduction to the reports:
These eight reports (two per quarter) are aimed to cover key hot topics within the field of digital financial services. The reports
have a global emphasis providing insight into the latest trends and developments.
The reports aims to support investment decisions within the field providing an independent view. In addition they provide as an
inspirational resource as well as it helps to increase your overall understanding and awareness of different topics.
3. Mobile banking – state of the market 2014
Three key questions to ask as part of the research
1. What is the current state of play?
2. What innovative ways have banks developed for mobile
banking users in the last 12 months?
3. What are the key trends and what does the future hold?
Three key points for the reader to take away:
1. Up-to-date view on developments within the mobile banking
2. Understand where developments take place and key trends
3. Insight into leading initiatives
4. The evolution of digital PFM – 4th edition
1. What new digital PFM tools have been implemented in the
last 12 months?
2. What have leading vendors accomplished over the last 12
months and where do they see the market going?
1. Up-to-date view on developments within digital PFM
1. Cross channel experiences- state of the market 2014
1. To what extent are experiences aligned (look and feel,
functionality, security and communication)?
2. What is the current state of play including key challenges?
3. What are the key trends and where are we moving?
1. Up-to-date view on the current state of play
2. Tablet banking report series – 6th edition
1. What are the current tablet banking propositions
2. What are current browser experiences after login like?
3. Are banks utilising sales opportunities at hand?
1. Understanding of tablet banking propositions
2. A feel for current browser experiences after login
3. Identify to what extent banks have utilised the sales
opportunity that comes with tablets
5 Mapa insight series: Reports schedule 2014
Page 19

5. Digital innovations: Selling within digital banking
channels – 2nd edition
1. How do banks utilise the different channels from a sales and
marketing perspective?
2. How have approaches evolved over the last 12 months?
1. Understanding of different techniques and approaches used
2. Get a feel for where the market is moving
6. Digital innovations: Engaging and onboarding
business banking customers – 2nd edition
1. What are banks doing to segment their offerings and make
them more relevant and appealing to customers/prospects?
2. What are banks doing to engage customers/prospects and by
that draw them into the website?
3. How have techniques and approaches in relation to point 1-2
evolved over the last 12 months?
1. Understand how retail banks worldwide try to engage
prospects in the digital space
2. A review of niche features available to business banking
customers
3. Insight into how retail banks worldwide utilise the digital
channels to generate new customers
7. Digital banking security report – 3rd edition
3 key questions to ask as part of the research
1. What innovative and different initiatives are currently
available?
2. How will these initiatives affect the customer experience?
3 key points for the reader to take away:
1. Up-to-date view on developments within the field
3. Detailed insight into activity from banks worldwide
8. The evolution of point-of-sale mobile payment
services – 3rd edition
3 key questions to ask as part of the research
1. What is the current state of play of the mobile payments
market in relation to edition 1-2?
2. What new services have come to market (and being
scrapped) in the last 12 months?
3 key points for the reader to take away:
1. Up-to-date view on developments within the mobile payments
sphere (point-of-sale only)
3. Insight into a range of innovative and different initiatives
Mapa insight series: Reports schedule 20145
Next steps:
If you are interested in finding out more about the reports
including purchasing options please do get in touch with
Niklas Olsson: niklas@maparesearch.com
Page 20

Contact Details
Subscription & Report
Enquiries
Meaghan Johnson
Associate Director, Consultancy
meaghan@maparesearch.com
Nordic
Alex Hertzell
Senior Consultant
alexander@maparesearch.com
Asia Pacific
Mark Donohue
Regional Director
mark.donohue@maparesearch.com
Management
Nicholas Coutts
Chairman
nick.coutts@maparesearch.com
Edward Chatham
Managing Director
edward@maparesearch.com
Clare Warren
Research and Operations Director
clare@maparesearch.com
Mapa Research HQ
4th floor
101-102 Turnmill street
London
EC1M 5QP
Tel: +44 207 566 3940
www.maparesearch.com
Consultancy Enquiries
Ross Methven
Director of Consultancy
ross.methven@maparesearch.com
Meaghan Johnson
Associate Director, Consultancy
meaghan@maparesearch.com
International Offices
Asia Pacific
Mark Donohue
Regional Director
Tel: +61 419 132 492
mark.donohue@maparesearch.com
Nordic
Gustavslundsvägen 143 5tr
167 51 Stockholm
Sweden
Tel: +46 (0)8 509 074 05
nordics@maparesearch.com
UK Offices
The Watchtower
St Cuthbert's Churchyard
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Edinburgh
EH1 2EP
Tel: +44 (0)7710 305 112
ross.methven@maparesearch.com
© Mapa Research December 2014Page 21

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