Case study: Building Online Banking User Experience
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UX case study of building DNB Latvia Online banking UI (user interface) and user experience. Case study presented at UX Riga 2014 conference.
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Case study: Building Online Banking User Experience
- 1. Līga Lētiņa @ligaletina Inga Gailīte CASE STUDY: BUILDING AN ONLINE BANKING USER EXPERIENCE IN LATVIA
- 2. 63 % OF CONSUMERS ARE WILLING TO VIRTUALLY MEET WITH A FINANCIAL ADVISOR 34% 46% 48% 30% WOULD VIDEO CHAT WITH A FINANCIAL ADVISOR WOULD OPEN AN ACCOUNT VIRTUALLY WOULD GET/CLOSE A LOAN VIRTUALLY USE FINANCIAL MOBILE APPS Source: Cisco Customer Experience Report of Retail banking, USA, April 2013
- 5. — NUMBER OF BANKS USED BY DNB CLIENT 22% Only DNB online banking 46% 2 banks 27% 3 banks 5% 4 or more Source: DNB Research
- 6. — HOW TO ACHIEVE IT? BANKING SOLUTION DESIGNER DNB NORWAY ONLINE BANKING
- 8. — HOW TO ACHIEVE IT? BANKING SOLUTION DESIGNER DNB NORWAY ONLINE BANKING CREATIVE WEB AGENCY
- 9. — HOW WE HELPED
- 10. PERCEPTION OF MONEY LV98RIKO9012345678909 500.00 EUR LV12RIKO1234543212343 1072.00 EUR LV12RIKO1234543212343 1500.00 EUR
- 11. PERCEPTION OF MONEY MY SALARY MY CREDIT CARD 500.00 EUR 1072.00 EUR HOLIDAYS IN JAMAICA 1500.00 EUR
- 13. — CAN I DO IT FAST ENOUGH?
- 14. — HOW OFTEN DO YOU USE ONLINE BANKING? 45% Once a day 1-6 times a week 1-3 times in a month fewer than once a month don’t use online banking 24% 5% 6% 20% Source: TNS Latvia Digital, Fall 2013, Internet users Once a day
- 15. 3 MOST USED FEATURES 83% 90% Account Balance 49% Domestic Payment 87% 40% Transaction history 83% 0% 23% Private 45% 68% 90% Business Source: DNB
- 22. — FOCUS ON THE MAIN - REMOVE DISTRACTIONS
- 24. — FOCUS ON THE MAIN - REMOVE DISTRACTIONS
- 25. — WHEN DESIGNING DATA THERE IS NO SUCH A THING AS AVERAGE
- 26. — CHALLENGE OF DESIGNING DATA Accountant Student Housewife Businessman Architect Senior
- 29. — TIME & TECHNOLOGY CHANGE
- 30. — PROJECT SCOPE 120 screens 7787 hours 26 users! tested 18 months 50 people 3 month testing
- 31. … AND THEN YOU LAUNCH IT
- 33. — Your new Internet bank version is really great! Your customers have deserved it! :) — I logged in to DNB internet bank. Beauty overall – my mood risen. It’s really very convenient product. RESPECT! Source: DNB Customer service
- 34. — RETURN OF INVESTMENT
- 35. 64% LIKE NEW INTERFACE BETTER 59% LIKE USABILITY 85% LOVE AUTOCOMPLETE Source: DNB Customer survey, February 2014
- 36. - 27% +16% TIME OF CONSULTANCY ON ONLINE BANKING ACTIVE USER GROWTH Source: DNB
- 37. WHAT’S NEXT?
- 38. — SUMMARY USE STATISTICS QUESTION WHY & HOW DESIGN WITH REAL DATA ADD PERSONAL TOUCH MEASURE RESULTS