1. Agenda Industry Context Geographic Differences Consumer Perspectives
Digital Dissatisfaction
Key Predictions
App of the Future?
Questions and Discussion

2. Industry Context

3. Context – Industry in Transformation
Online
Mobile
Tablet
Other
Social Media
Gaming
Content
Unrivalled
Digital
Service
Usage
Digital
Device / OS
Proliferation
Design
Distinction
User Testing
Simple
Fast
Intuitive
Contextual
The world around bankers and their customers is changing.
Devices and their operating systems are proliferating (as is their affordability). > This drives more usage of digital services, particularly across ‘early adopter’ industries (social media, etc). > this drives more investment because the rewards of winning are so much bigger. > which is transforming the user experience (booking flights online is so much easier and faster than it has ever been).
There is no simple technology solution to this ‘cycle’. It takes hard work and diligence.
Enhanced
Customer
Experiences
Investment
in Digital
Experiences

4. Consumer Eyeballs are Going Mobile

5. Banking Going Mobile
% of Smartphone Users Banking on Mobile Phone

6. Like Every Industry, Banking is Being Disrupted

7. Geographic Differences

8. Mobile Financial Services Across the Globe
Developed
Developing
Frontier

9. Spotlight on the USA

10. Spotlight on Thailand

11. Spotlight on Cambodia

12. Spotlight on Papua New Guinea

13. Consumer Perspectives

14. Tailored Experiences

15. Exploiting Device Specific Capabilities
© WhatsApp / Facebook

16. Low Effort Trumps Choice
Source: Tower Group / CEB

17. User Experience Trumps Price
© Wonga

18. User Experience Trumps Ubiquity
Source: Javelin Strategy & Resarch

19. Not All Segments are Made Equal

20. Sources of Dissatisfaction

21. Where to Start?

22. UX Drives Dissatisfaction
Source: Javelin Strategy and Research

23. Failures to Exploit the Channel & Device
Source: Tower Group / CEB

24. I Want to be Free (Mobile-Only or “Mobivore”)
Source: ComScore (2013)

25. Some Predictions

26. 1 – 50% of Consumers will be Mobile-Only by 2020
* Excepting ATM Withdrawals

27. 2 – Mobile Will be the #1 Sales Channel by 2020

28. 3 – Only Better UX Will Make M-Payments Happen

29. 4 – Proactive Banking will be the New Banking

30. App of the Future?

31. Introducing…

32. Questions and Discussion