Jouk Pleiter presenting the UX challenge most organizations face. There are great ideas, designs and plans, but most systems are not flexible to adopt them. How to solve this problem?

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UX challenges

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Our latest white paper is available for download at:
http://banking.backbase.com/adv/ux-whitepaper.php

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IT
Challenge

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Paradigm Shift : From “Inside-out” to “Outside-in”
Outside-In
approach
Customer
Customer
Experience
Experience
Layer Layer
Core Systems
& Products INSIDE-OUT
approach

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Loosely Coupled : Customer Experience Layer
CHANGE REQUIREMENTS
Customer
Experience
Layer
CHANGE CAPABILITY
INTERNAL
SYSTEMS
AND PLATFORMS

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Seamless Customer Experience
Across Channels & Devices
Outside-in Approach - Customer Centric Journeys.
* Unify underlying systems (silos) and products groups in seamless Customer Journey.
Offer Relevant and Actionable content and functions based on Needs & Preferences
Easiness Customizable Any Device Personal
Marketing Internet Mobile Mobile
Customer Experience Layer …
Site Banking App App
Security Application Process Content
Integration Integration Integration Integration
Banking Systems & Processes

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Seamless Customer Experience
Single platform for Public & Private interactions
Blend your open and closed environment into an integrated customer journey
* Leverage underlying systems without the need for large scale renovation.
Public Marketing
Content
Personal Comm. My Accounts
My Profile
Content Tools Products Summary
Preferences
Transactions

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Mechanics Used : Widgets
Rules & Flows Advisory Tools
1:1 customer treatment
Simulation, Calculators, …
(targeting, segmentation)
Re-Usable
Customer Profile Content
Widgets
collect customer preferences
(implicit & explicit) Consistent across Channels
Core Banking Other Back-end Functions 3rd Party Functions
Transactional CRM, Brokerage, … PFM, …

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Clipping a Video
EXAMPLES

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Organizational
Challenge

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Our Vision : Empower all stakeholders
customers, e-business- and IT teams.
Business Customer
Optimize Online Results ✓ ✓ Superior User Experience
Lower Cost-per-Contact ✓ ✓ Multi-Device Access (mobile)
Agility : Less IT Dependency ✓ ✓ Personal & Relevant
IT
✓ Leverage Existing Infrastructure
✓ Easy Integration
✓ Secure & Performance

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Create multiple layers of Control
Empower all stakeholders : customers, e-business- and IT teams.
Customer
in Control
BANK 2.0 CUSTOMER PORTAL
E-BUSINESS PORTAL MANAGER Business
in Control
SECURITY PERSONALIZATION JOURNEY CONTENT PRESENTATION
INTEGRATION
SERVICES SERVICES SERVICES SERVICES SERVICES
SERVICES
IT
in Control
CORE BANKING SYSTEMS & ROCESSES

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Business Needs
Do it Yourself (DIY) Portal Management
To easily manage and optimize their portal directly ( > Publish)
* Reducing their dependency of (limited) IT resources ( > DTAP)
.
Portal Manager End-Users Portal
(e-Business Professionals) (Customers)
Bank 2.0 Portal

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Portal Manager

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We Deliver : Next Gen Digital Financial Services
Rising customer expectations and the growing importance of the
Web and mobile as sales and service channels mean that
financial services e-Business executives need to fundamentally
improve the way they serve customers via digital channels.

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Bank 2.0 Portal Solutions : Global Customer Success

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Thank you!
JOUK PLEITER | jouk@backbase.com | @joukpleiter|