De impactvolle Data Analist

Kevin Anderson

Timothy Dieduksman 12 oktober 2016

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data leverancier veranderaar

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Kevin AndersonChapter Lead Data Analyse

Timothy DieduksmanData Analist

Explosie van touchpoints

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Purpose

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bit.ly / INGsquads

oneAnalyticsLet the data speak

1:1 personal and relevant for every

customer

Future Insights

Data driven decisions

DoAnalytics: verander de mindset

1. Governance

2. Objectives

3. Team & Expertise

4. Process & Methodology

5. Tools & Technology

Data Driven Decision Making Maturity Scan

(A/B testing)

(Digital Analytics)

(Tagmanagement)

(Dashboarding)

(SQL querying)

(models)

(1:1 communication)Versimpelen toolkit

Versimpelen & documenteren werkprocessen

Omnichannel

Hypotheken

Dagelijkse Bankzaken

Zakelijk

Kredietverlening

Betalen

Advies

55 Data Analisten

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TRIBE

APPS

What devices shouldwe focus testing on?

How many customerswill use the new feature X

How does feature Y influence customer behavior?

What is the customer impact if we close app version Z?

New app users per week

% of internet banking users who use the app

App rating compared with competitors

TEAM

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MAKE THE MOBILE APP DEPARMTMENT

DATA-DRIVEN

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“We empower squads to take data-driven decisions”

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DATA-DRIVEN MINDSET

ANALYSES ARE SEEN AND USED

CHALLENGES

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6 PRACTICAL EXAMPLES

ON HOW TO SPARK

DATA-DRIVEN THINKING

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Coffee corner

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Coffee corner

Analytics update

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Quick statistic

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Coffee corner

Inspiration session

Analytics update

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HAVE YOU EVER WONDERED …

HOW MANY CUSTOMERS …

Use the new

Forecasting feature?

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WHAT DO CUSTOMERSDO WHEN THEY… Switch CHANNELS?

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HOW MANY CUSTOMERS USE FINGERPRINT TO CONFIRM PAYMENTS?

HOW MANY CUSTOMERS USE BALANCE BEFORE LOGIN?

HOW MANY CUSTOMERS USE THE NEW FORECASTING FEATURE?

FOR WHAT DO CUSTOMERS SWITCH CHANNELS?

WHAT IS THE MAIN REASON FOR CUSTOMERS TO LOG IN TO THE APP?

HOW LONG DOES IT TAKE TO FILL IN THE TRANSFER FORM

MUCH MUCH MORE…

ARE CUSTOMERS MORE LIKELY TO STAY WITH ING BECAUSE OF THE APP?

HAVE CUSTOMERS THAT USED FORECASTING CHANGED BEHAVIOR?

WHY DO CUSTOMERS STOP USING THE ING APP

YOU

YOU

YOU

YOU

YOU

YOU

YOU

DA

DA

DA

WHAT CAN YOU ANALYZE?

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Coffee corner

Analytics update

Inspiration session

Demo

PRESENTYOUR

ANALYSIS

LOWER OR HIGHER

Total app users

2.500.000

New app users

8.000

App complaints

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iPhone 7 users

20.000

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Coffee corner

Analytics update

Inspiration session

Demo

Workshop

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Coffee corner

Analytics update

Inspiration session

Demo

Workshop

Visualization

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90%accept the

terms & conditions

50%tap to see

transaction details 8 MILLION

10avg. use per week

per user

10%read the Forecasting

Info page(more Android users than iOS)

1%switch Forecasting on/off

via the settings menu(twice more often turning on than off)

Analysis performed by timothy dieduksman on behalf of squad follow the money (contact: xxx@ing.nl)

90%used Forecasting

on 2 different days or more

Forecasting

Used by customers

October 9th 2016

Unique customers per week(thousands)

500

300

20

862754

200

850 855 806 824

Some statistics on fingerprint and voice usage(focus on payments)

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A FEW INSIGHTS

• Since its launch, customers have quickly adopted the use of fingerprint to confirm payments.

• On the other hand, voice is rarely used and diminishes over time (for payment confirmation).

• iOS users more quickly adopted fingerprint functionality.

• The amount of fingerprint payments will keep growing steadily as newer devices support fingerprint functionality and current users become aware of the feature.

• On a side note: the share of payments through the app compared to internet keeps increasing over time.

# FINGERPRINT PAYMENTS

FINGERPRINT PAYMENTS % OF TOTAL

# VOICE PAYMENTS

VOICE PAYMENTS % OF TOTAL

Registered voice profile 508.000

Android 258.000

iOS 250.000

# Total voice usage (incl. login) last month 39.000

# Total voice users (incl. login) last month 10.000

# Voice payments last month 6.000

# Voice users last month 5.500

VOICE USER STATISTICSFINGERPRINT USER STATISTICS

# Activated fingerprint devices - login only 217.000

# Activated fingerprint devices - login and confirm 90.000

% of Android fingerprint confirm devices activated * 33%

% of iOS fingerprint confirm devices activated * 45%

# Fingerprint payments last month 300.000

# Fingerprint payment users last month 100.000

% of total payments last month 12,5%

20 JUL. 2016

# PAYMENTS APP VS. INTERNET

contact timothy dieduksman for questions & comments (squad omnichannel experience | mobile apps | skunkworks)

82%

92%77%

86%

17% 8%

23%14%

0

50

100

150

200

250

300

350

400

2012 2013 2014 2015

mln

Total

Intern

et

0

200

400

600

800

(tsd)

Fingerprint…Customers

0

2

4

6

8

10

(%)

0

2

4

6

8

10

(%)

0

200

400

600

800

(tsd)

Fingerprint…Customers

Voice payments

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Demo

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data leverancier veranderaar

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ta l

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era

nci

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Skills ImpactvolleData Analist

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insightanalyseren presenteren

techniek

business

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