The document discusses Danske Bank's mobile banking app. It notes that over 70% of Nordic consumers are interested in mobile banking. It provides usage statistics showing over 430,000 downloads and increasing monthly transactions. The app has received positive reviews, with improvements suggested around additional features and platforms. Media coverage of the app's launch was the bank's most positive press campaign. The agile development approach was credited as a catalyst for the app's success.

1. Mobile Banking
- Simple, relevant and convenient customer service
Esben Torpe Jørgensen
Group Business Development
Danske Bank
Zurich 07-11-2011

2. For internal use
Danske Bank – I love you...
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3. For internal use
Danske Mobilbank
 iPhone-version available in App Store.  The timing was right
Android-version available in Android Market
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4. For internal use
Nordic consumers are ready for mobile banking
- More than 70 % are interested in day-to-day mobile banking
51 % would like to check their balances
40 % would like to transfer money to other accounts
32 % would like to pay their bills
31 % would like to see the latest transactions
24 % would like to enrol bills to payment services
12 % would like to communicate via SMS, chat or video
Source: YouGov Zapera, for Danske Bank, Juli 2010
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5. For internal use
Use of smartphones are growing rapidly
Global mobile vs. desktop
internet user projection
• Mobile browsing and use of app‟s 2.000
has exploded and is expected to
exceed laptop browsing in 2014 1.600
(Source: Morgan Stanley, April
2010)
Internet users (MM)
• In DK approximately 750.000 1.200
people have an iPhone or Google-
Android phone (Jon Lund, June 800
2010)
• About 250.000 of those are
400
customers in Danske Bank Mobile internet users
Desktop internet users
0
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6. For internal use
Competitors (were) are moving…
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7. For internal use
So why have things started to move?
1. Ultra capable and user-friendly devices
2. High performance networks
3. Relevant and user friendly services
4. Growing consumer trust in digital
solutions
• The 4 above elements have now come together
and provides huge opportunity for service and
application providers – also within the financial
sector
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8. For internal use
Physical constraints makes banking simple, relevant and
convenient
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9. For internal use
Pay bills with the camera in your smartphone
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10. For internal use
Immediate user feedback
- App Store & Android Market
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11. For internal use
What’s been good
- 90 percent of all reviews
• Native
• “Look and feel”
• Performance & responsiveness
• The services
• Simple, relevant & convenient
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12. For internal use
What can be improved
- 10 percent of all reviews
• iPad optimization
• Include business accounts
• Graphical spending report & budgeting
• Easy access to account (no NemID)
• Improved payment functionalities
• Performance on specific Android devices
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13. For internal use
More than 430.000 downloads Android
iPhone
Total number of downloads in thousands from Sept. 2010 – Oct. 2011, All Nordic brands.
432.300
395.500
363.000
137.600
334.700
123.000
112.000
280.700
100.600
228.700 79.100
61.000
171.000
126.000 43.000 294.700
272.500
234.100 251.000
25.000
201.600
60.000 167.700
128.000
101.000
60.000
Sept 10 Nov 10 Jan 11 Mar 11 May‟11 Jul‟11 Aug‟11 Sep‟11 Oct‟11
Source: ePerfomance 13

14. For internal use
# Mobile transactions increases month by month
Mobile transactions per month eBank transactions per month
220.000 DK 4.000.000
DK
200.000
3.500.000
180.000
3.000.000
160.000
SP*
140.000 2.500.000
120.000
2.000.000
100.000
SP*
80.000 1.500.000
NO
60.000
SE 1.000.000 SE
40.000 NO
500.000
20.000
0 0
Sep Nov Jan Mar May Jul Aug Sep Oct Sep Nov Jan Mar May Jul Sep Oct
‟10 ‟10 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11 ‟10 ‟10 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11
*SP includes transactions made via mobile web on a PC
Source: ePerformance 14

15. For internal use
6% of all online transactions are conducted via the Mobile bank app
Mobile share of total online transactions in September(DK, SE, NO)
6,0% 6%
5,5%
5%
5,0%
4,5%
4%
4,0%
3,5%
3%
eBanking
3,0%
2,5%
2,0%
1,5%
1,0% Mobile
0,5%
0,0%
Jul Sep ‟10 Nov ‟10 Jan ‟11 Mar ‟11 May ‟11 Jul Sep ‟11 Oct ‟11
„11 „11
ePerformance 15

16. For internal use
Media results
The largest and most positive press campaign for Danske Bank since we started
media tracking in 2008
Press coverage in app. 200-220 media reaching potential 19 Mio. readers (TV/radio,
national newspapers, regional/local, vertical and online media)
77 percent of all press articles has been positive, 22 percent neutral and Only 1
negative.
1/3 of the social media coverage concerning Danske Bank has been about Danske
Mobile Bank. The campaign created the highest number of positive/neutral tweets in
2010
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17. For internal use
Agile development catalyst of a large strategic marketing/
communication campaign
Sept. 2010 Oct. 2010 Dec. 2010 Feb. 2011 April 2011 May 2011
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18. For internal use
Key take a ways
Convenience, relevance and simplicity is key
Continuously test during app development – responsiveness is key
Choice among multiple mobile platforms
Listen to your customers – they may have many of the answers…
Small and agile team
Mobile is not the answer to everything… in a MCB perspective
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19. For internal use
Customer needs and service offerings will drive interaction
Finance Centre eBanking
”I like to handle
banking by myself”
Mobile
Branches
Self directed
service
Contact center
ATMs
Direct mails Digital letters
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20. For internal use
Customer needs and service offerings will drive interaction
Finance Centre eBanking
”Advisory services and
personal interaction is
what I expect” Mobile
Branches
Face-to-face
service
Contact center
ATMs
Direct mails Digital letters
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21. For internal use
What’s next?
Strategic choices – timing, platforms, devices, hybrid, native, browser based etc.
Enhance service offerings without jeopardizing simplicity and convenience
Utilize the unique features of the smartphones and tablets – Camera, GPS, Touch, etc.
Extensive user analysis
Integration of a new channel in a multi-channel banking setup
Tablets and mobile payments…?
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22. For internal use
Crowd sourcing on Facebook are strengthening development
and customer loyalty
• 3000+ New fans on Facebook strengthening the customer relationship
• 281 Ideas from customers to guide the future development on mobile and tablets
• 5412 Votes on polls and ideas, qualifying current and future development
• 327 Comments on ideas and polls specifying the design of services
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23. For internal use Innovated by Danske Bank
Designed by DesignIT
Loved by Danske Bank Customers
Contact information:
Esben Torpe Jørgensen
Mobile: +45 41 95 02 08
Mail: esjr@danskebank.dk
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