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The bank of the future Online banking scenarios
Fiction
© 2013 Enhancers
Real
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TryingTrying
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Succeeding
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Working
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Engaging
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Overthrow the paradigm:
by a bank that is present only
when it is useful to a bank
always present when I have
financial needs.
© 2013 Enhancers
Customer journey
subscription
transfer
loan
cash in
atm cashbackcash out
money saving
investment
trading
profiling
configuration
Open an account
Get money
Give money
Manage money
© 2013 Enhancers
CASH IS DEAD
MPESA
CROWDFUNDING
SONGKICK
REPUTATION ECONOMY
WAHOOLY© 2013 Enhancers
Observed behaviors
to act seamlessly
to use cash only when necessary
to purchase without burden
to manage routine effortlessly
fund a project
to manage financial relationships
to set goals
to keep the control
to assure the lifestyle
to play
to be known
to choose
subscription
transfer
loan
cash in
atm cashbackcash out
money saving
investment
trading
profiling
configuration
Open an account
Get money
Give money
Manage money
© 2013 Enhancers
Matrix of the touch points and behaviors
Touch points Behaviors
20 - 13 times a month
7- 10 times a month
2- 4 times a month
Frequency (2016)
• View account balance • View stock prices
• View portfolio • Mortgage analysis • Consumption patterns analysis
• Mortgage online • Budget goal setting • Trading • Taxes • Bills payment
• Money withdrawal
• Assistance • Card loss
• Mortgage signature • A free coffee
5 - 10 times a year
1 - 2 times a year
7- 10 times a month
UBIQUITYRECIPROCITYREPUTATION
to act seamlessly
to use cash only when necessary
to purchase without burden
to manage routine effortlessly
fund a project
to manage financial relationshipsto set goals
to keep the control
to assure the lifestyle
to play
to be known
to choose
subscription
transfer
loan
cash in
atm cashbackcash out
money saving
investment
trading
profiling
configuration
Open an account
Get money
Give money
Manage money
Microtrading
Investor boards
Money jars
Cash back deals Ghost ATM
Social account
Crowdlending
Life Track
Just Here, Just Now
Lego banking
Profile yourself
Suggested solutions
Tomorrowland
© 2013 Enhancers
Social accountSharing economy
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Anna organizes its online account for dedicated partitions and goals, which can be self-contained or recurrent. For example, the collection of money for the rent of the office she shares with two other friends in coworking.
She invited them to contribute, and the system takes care each month to send notifications on their smartphones, update on the achieved goals and, eventually, set the bank transfer for the owner.
So Anna can create goals for group gifts, trips with friends, buying groups, or even set a budget for the deals that the system proposed through a mechanism of cash back deals
Social accountSharing economy
© 2013 Enhancers
Control Sharing Forecast (cashback)
Social accountSharing economy
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Ghost ATMLiquified cash
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Ghost ATMLiquified cash
Gianni need to withdraw 65 Euros in cash. Find the nearest point of delivery through the its mobile banking: a Mexican restaurant on the street corner.
He enters in the shop with the app in background on his smartphone, and the iBeacon, installed at the point of sale, automatically checks him in.
Gianni goes to the cashier, asks for and receives € 65 cash, which is directly deducted from his account.
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Availability Untangible ATM network Cost reduction
Ghost ATMLiquified cash
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Interest rankGamification
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Mark has achieved a ranking of 65 points as bank ambassador. He succeeded, sharing with the his circles content related to the Bank on Facebook and Google+, retweeting tweets of the Bank and interacting with his account, posting on his blog videos of the Bank.
In this way he increased by about 0.6% on base interest rate of 1% on its deposits. Continuing to increase its ranking, Mark will reach a maximum of 3%, but if it will reduce his work as ambassador, the rate will decrease progressively up to 1%.
Interest rank Gamification
Socialization of financial mechanisms Transformation of the users' social capital into a tangible capital
Interest rankGamification
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Investor boardSocial curation
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Roberto would like to invest a part of the money that has in the account. He opens his home banking, choose the profile of the investor that looks more similar to him and start browse through the selected board with a Pinterest-like approach. Expert investors showcase their proposals for investment portfolios. He saves the preferred solutions in his collection and, once made the decision, he buy an equivalent portfolio with a click, without leaving the website of the Bank.
Investor board Social curation
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Investor board Social curation
Investor boardSocial curation
© 2013 Enhancers
Inclusion of dynamics of a system of advisory in a peer to peeer relationship Perception of the bank as trustee and guarantor rather than as a seller
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MicrotradingBrand engagement
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Giulia wants to invest in companies she trust,owning a piece of brand she loves. From her smartphone she chooses a portfolio of her favorite brands and sets an investment of 25 € for each, although this figure represents only a fraction of the total value.
The solution takes care to aggregate the amounts and buy the securities, redistributing in proportion possible gains to account holders.
MicrotradingBrand engagement
© 2013 Enhancers
MicrotradingBrand engagement
© 2013 Enhancers
Training in trading through rewarding experiences and low commitment Involvement of investors in the long tail that escapes the traditional trading
Guidelines for a new UX in the banking sector
From To
Data Base queries Direct manipulation
Charts Infoviz
Data entry Self tracking
Task oriented Goal oriented
© 2013 Enhancers
NEXT STEPS?
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+39 011 046 12 57 [email protected] www.enhancers.it
