We looked into the mobile banking scene in NZ. Who will come out on top?

1. The$good,$the$
bad$and$the$ugly:$$
Mobile$Banking$
in$New$Zealand$
Michael(Du+on(
(
@Op1malNZ(

2. 8757 miles =
14097 km
That's a long way
to travel, mobile
banking better be
really cool down
here!

3. Mobile(
banking(
(NZ)(
Banking(
Mobile
Banking didn't
(NZ)(
exist as a
search term
2.5 yrs ago in
NZ.
Google&Analy+cs(

4. Wish I had
kept up with
the storm of
mobile.

5. Disclaimer, Optimal Usability has
done 94 user experience projects
with the banks in NZ. However, I
have not been involved in a single
NZ bank project yet.

6. +2000%$
Mobile$Banking$
1.1bn$
Users?$
550m$
55m$
2009$ 2013$ 2015$
h/p:// h/p://www.ababj.com/techItopicsIplus/ h/p://www.prweb.com/
www.berginsight.com/ mIbankingI530ImillionIusersI releases/2010/02/
News.aspx? byI2013I2695.html& prweb3553494.htm&
m_m=6&s_m=1&

7. Who are these
individuals that are
creating the mobile
banking storm?
They are people like us,
40% of the 1 billion
smartphone owners in
China are using mobile
banking.

8. It's also us,
the under-
banked and
un-banked
individuals.
h/p://mobithinking.com/bankingItheIunbanked&

9. Pop Q:( This(country(has(29(
million(mobile(
Quiz! subscribers.((
65%((19(million)(use(
mobile(money(services.((
Where(am(I?(
A:( Kenya(
h/p://www.cck.go.ke/resc/statcs.html&

10. We want to
know who it
is in the US.

11. Say Cheese!
It's us, the
same young
adults found in
other countries.

12. InternaGonal$eBanking$$
Benchmark$Study$
Australia( Japan(
$
Brazil( Poland(
( (
Canada( Russia(
( (
Chile( South(Africa(
( (
Czech(Republic( South(Korea( (
( (
Finland( Spain( (
( (
Germany( Switzerland( (
( (
Ireland( UK(
( (
Italy( USA(
( (

13. Even though we are part of the UXalliance,
no one had created a solid and objective
methodology to assess Mobile Banking.
?
Which left us wondering, who's No.1?

14. We're
number 1,
among US
banks.

15. We were excited to find a
NZ bank rated number 2
through a meta-analysis,
but then we found out that
Mr. Nuciforo worked on the
ANZ goMoney app.
That's not exactly objective
in our book!

17. d
Ob serve
Who c Usability$ user
an ?
use it? expe rience
InteracGon$
PlaLorms$
design$
Mobile
H ow do design
ing
exist i t?
principles?
rate
users
User$raGngs$ Features$
What can
users do?
Our framework for identifying
the best mobile app.

18. Usability$
InteracGon$
PlaLorms$
design$
User$raGngs$ Features$
Six NZ banks were tested
along with the three time
Keynote winner Chase bank.

19. Spider diagrams are
pretty simple.
Bigger = Better! Usability$
InteracGon$
PlaLorms$
design$
User$raGngs$ Features$

20. Not bigger = Not better
Usability$
InteracGon$
PlaLorms$
design$
User$raGngs$ Features$

21. ANZ = $7bn revenue. Westpac,
BNZ and ASB are roughly the same
size at $4bn-ish. KiwiBank is about
$1bn. And TSB is “only” $200
million
Compare this with Chase bank,
which turns over $100 billion +
Deloi/e/Management&Magazine&Top&200&(December&2012)&

22. Using these three criteria, we
created a heatmap showing
capability.
PlaLorms$
User$raGngs$ Features$

23. iPhone Y Y Y Y Y Y y y
Platform iPad N Y N N N N y y
Android Y Y Y Y Y N y y
Windows Y N N N N N y N
Open3accounts N N Y N N Y N N
No3log9in3balances Y Y Y N N N N N
4/53digit3log9in Y N Y Y Y N N Y
View3account3balances Y Y Y Y Y Y Y Y
View3transaction3lists Y Y Y Y Y Y Y Y
Transfer3between3accounts Y Y Y Y Y Y Y Y
Bill3payment Y Y Y N Y Y Y N
Set3up3payees393From3Mobile N N N N N Y Y N
View3automatic3payments N Y Y N Y Y N Y
Change3upcoming3payments N N Y N Y y N N
View3term3deposits Y Y Y N Y y N Green = has it
N
View3mortgages3&3loans Y Y N Y Y Y Y Y
Red = does not
Functionality
View3KiwiSaver Y N N N N N N N
Pay3tax N N N N Y Y N N
have it
Alerts:3333333333333333333333333333333333333333Text N N N N N Y Y N
Push N N N N N Y Y Y
Email N N N N N Y Y N
Foreign3exchange,3rates3etc. Y N N N Y Y N N
Share3trading N N N N N N N y
NFC N N N N N y N N
Location3based3services Y N Y N N N Y Y
Pay3to3mobile Y N N Y N Y N Y
Pay3TradeMe3sellers Y N Y N N N N N
Pay3to3Facebook3friends Y N N N N N N N
Personalise3account N N N N N Y N N
Personalised3service N N N N Y N N N
Picture3cheque3deposits N N N N N N Y N
Loyality3scheme3points Y n N N N N Y N
Secure3Messaging Y N N N Y Y N N
App3store393latest3version 4.53 3.33 4.55 1.82 4.35 4.45 2.34 2.19
Rating
App3store393all3versions 3.31 1.87 4.16 1.82 4.35 4.45 3.49 3.00
Google3play 3.94 2.93 4.50 3.93 4.35 4.24 3.92

24. How many is
enough?
How many is Features$
too many?

25. Features come in many different variations.
Verve Mobile surveyed 1,200 people and
found five core features users want:
transfers, bill pay, alerts, person to
person payments, and branch/ATM locator.
We added a sixth: find a past transaction.

26. Core(Features(
Non(Core(
Features(
Of the six core features we looked
for, some had multiple facets.
This allowed the banks to score up
to nine points in this area.
0( 5( 10( 15( 20(

27. User$raGngs$

28. BNZ(
Kiwi(
ASB(
Chase( Google(play(
iTunes(All(Versions(
TSB( iTunes(Latest(
We found ratings to be more
WestPac( indicative of bugs than actual
user experience. Bugs were
consistently rated 1 star, but
ANZ( other comments could be rated
polar opposites.
0( 1( 2( 3( 4( 5(

29. PlaLorms$ Apps occassionally break, so in addition
to the core platforms in NZ, we also
added the criteria that they should have a
responsive designed website.

30. iPhone(
iPad(
Android(
Windows(
Responsive(Design(
`(Main(site(

31. PlaLorms$
User$raGngs$ Features$

32. Usability$
Who: to
What
Millennials ?
test
25% of the world's
population, We used the six
heaviest users of core features that
mobile banking, users identified
3.4 billion in as most desired.
earnings by 2018.
Metho
d
?
here
Traditional lab based
W testing, counter
balanced design,
We have labs in
single note taker for
Auckland and
consistency,
Wellington, so it
participants couldn't
made sense to
test their own banks
test there.
app.

33. It's a sled system that allows the
user have a very natural experience
with the smartphone during testing.

35. What(we(found…(
100( 20(
90( 18(
80( 16(
70( 14( SUS(score(
60( 12(
Total(#(of(
50( 10( Features(
Compare ASB to TSB.
40( It's a good example that
8( Usability(
the number of features Issues(
30( 6(
doesn't impact the
overall usability score
20( 4(
(SUS). It comes down
to having well thought
10( 2(
out interaction design.
0( 0(
1( 2( 3( 4( 5( 6( 7(

36. In general, the banks are doing well. Most
use SMS for authentication, though BNZ's
NetGuard tripped us up. The deployment
of custom keyboards like ANZ's goMoney,
helped minimize "fat finger" experiences
when typing in numeric values.

37. One of the trickiest areas was account
names. Not all banks carried custom
account names like "checking" or
"savings" through to the mobile app.
This made transfering of funds between
accounts a little more challenging.

38. SUS(Score(
Uber(Usability(
Average(Issue(
Score(
At the end of the usability testing, we
asked participants to stack rank the four
apps they just tested. The score of this
stack ranking was then added onto the
SUS score to create an Uber Usability
score.

39. Usability$

40. The Creating an
evaluation evaluation
process framework
InteracGon$
design$
We could not find a great interaction
What d design framework, so we created our own.
id We looked at the context of mobile usage,
we lear
n? adherence to platform standards, and
efficiency of interactions, just to name a
few. We then had our experts double
check each other for our own internal
consistency.

41. In total we created ten categories with
five criteria per category.

42. What is an example of
good interaction design?

43. An example: On the left Kiwibank
provides no affordance that
anything is happening during the
log in process. Contrast that with
ANZ, which has the animated spin
allowing the user to visually know
something is happening.

44. Star1ng(&(finishing(
81(
Naviga1on(&(IA(
Errors(
Accessibility(
Comprehension(
Consistency(&(
standards(
Efficiency(of(use(
Layout(
Visual(Design(
48( General(

45. InteracGon$
Design$

46. ?

47. Raw scores displayed

48. Usability$ 27.5%$
We realised the raw scored InteracGon$
PlaLorms$ didn't tell an accurate story. An
15%$
app with only three core Design$
features should have an
excellent usability score. User
15%$
ratings aren't consistent
between comments, so we
decided we should weight
things accordingly.
User$raGngs$ Features$
15%$ 27.5%$

49. ANZ came out on the bottom. This is
56.01$ Usability$
in large part because they had three
of the core features, and very low
user ratings.
InteracGon$
PlaLorms$
design$
User$raGngs$ Features$

50. ASB comes out on top. Their
77.83$ Usability$
combination of core features and
excellent interaction design provided
them with a great usability score.
This combined with good platform
coverage and high user ratings
made them the overall winner.
InteracGon$
PlaLorms$
design$
User$raGngs$ Features$

51. 74.86$
Chase bank did well too. Their
Usability$
user ratings were low due to
bugs, and their usability score
was hampered by marketing
terminology that made tasks
more challenging than needed.
InteracGon$
PlaLorms$
design$
User$raGngs$ Features$

52. Even though Chase came in
second overall, we decided this
testing was really about Kiwi banks.
Therefore, BNZ takes second and
WestPac takes third place.

53. Lessons$
Feature$Bloat$–$Requires$geat$interacGon$
design$
Hard$to$measure$good$design$
Good$user$experiences$may$make$people$
switch$
Americans$sGll$use$Cheques$
Already$out$of$Date$ Several of the banks, have already
As we noted, mobile is a storm.
released updates to the apps we
tested.
And$finally…$

54. 41 ( ( ( ((((65 ( ( ( (((((80(
Please remember to keyword your
apps! Depending on the study you
read, the average Millenial has
between 84 and 141 apps installed.

55. QuesGons?$