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...

1. NetFinance, Miami, April 29th 2014
mBank: the most design-driven
DIGITAL bank in the world
Michał Panowicz
Managing Director | Products, Marketing & Digital

2. 1.Introducing
mBank

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
The biggest innovator in banking
Customers:
Fidor Bank
0.06 M
Simple
0.1 M
Moven
~0.01 M
mBank
4.4 M

5. 2.Customers want
US to change…

6. First online banking svcs in the 90s

7. AD 2014

8. 8
Just 1 year ago we were still deep in TABLE-BASED BANKING

9. 9
Meanwhile Digital Life Has Become SO MUCH MORE
Intuitive
Contextual
Interactive
IntelligentBeautiful
Apple
Amazon
GoogleSpotify
Mint
Mobile
Android

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
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. 3.mBank’s
online banking

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
Landing page

15. 15
Account balance forecast

16. 16
Quick „Google-style” search

17. 17
Payments calendar

18. 18
2nd generation PFM: features blended into core scenarios

19. 19
Videobanking: video, voice, chat, real-time collaboration

20. 20
Financial products market providing eCommerce-like
experience

21. 21
Quick loan application available on main screen of
online banking

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
Personalized real-time targeted offers based on customer
behavior patterns
~20 types of messages spread across the platform

24. 24
Contextual advisory, real-time targeting, online advertising

25. 25
P2P payments: Facebook, text, mobile

26. 26
Merchant-funded deals, payments marketing (mOkazje)

27. 27
Gamification: integrated into online banking

28. 28
New features in 2014: investments

29. 29
Investments: simple and interactive way of investing in
mutual funds

30. 30
Investments: quick search across funds’ attributes

31. 31
Investments: overall portfolio performance

32. 32
New features in 2014: consumer balance sheet summary
external account aggregation

33. 33
New features in 2014: loans – all types

34. 34
New features in 2014: insurance – (almost) all types

35. 35
New features in 2014: international expansion to CZ and SK

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. and more…
400
and over
200 features
over
screens

38. 4. mBank’s
mobile banking

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
1. convenience
– instant
gratification
Mobility

41. Simple login

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
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
Quick and easy access via 5-8 digit PIN
Mobile device has to be connected with customers’ account
via internet banking platform

45. 45
Mobility2
Usability
before login:
▸ balance
▸ alerts
▸ credit card
balance
▸ mOkazje
▸ ATMs

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. Demo: mobile login

48. 48
Mobility
2. mobile
redefines
business model

49. 49
Mobile means completely redesigned business model
Facebook & Google example

50. 30 second loan

51. 51
mBank: always one step ahead of competitors
ABC of credit risk management

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. Design-driven change management
Loan process in 30 s?
Organisational
change
BusinessIT
Risk management
Legal
Compliance
SecurityAudit
Supervisor
ZBP
Others

54. 54
Impossible process? We just did it

55. Demo: one-click loan

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
Mobility
3. taking the
bank out of
banking
experience

58. Text message
payments

59. 59
Real-time communication with customers
- unique feature in Poland
Text
payments
Mobile context needs
text messaging

60. Demo: other cool features

61. 61
Extended transactional scenarios: PFM features
Transaction list: Google like searchTransactions categorization

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
Location based services
The nearest useful places
(ATM, branch, discounts)
Map view Real time notifications near
useful places

64. 5. Change to
innovate

65. 65
We were just like most other banks: PRETTY SILOED

66. 66
We were just like most other banks: PRETTY SILOED

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
Break silos: creativity flourishes on diversity,
commitment on inclusion

69. 69
Dedicated location: fresh start for teams
and unequivocal focus

70. 70
Freedom & accountability = Ideas….
Organized in coherent direction

71. 71
Non standard motivation:
e.g. grass-roots „Say Thanks”

72. 72
Collaboration: x-functional teams
with balanced decision-making

73. 73
UX evangelisation and balance between 3 professions

74. Branch
Online
Mobile
Digital first
NetFinance, Miami, April 29th 2014