Mobile banking needs to adapt to advancing technology and changing consumer needs
Banks can no longer afford to be "just banks": to keep up with their users' needs, they have to transform into full-scale IT companies, adopt design thinking, become friendlier, and focus on customer education. Here are the top-5 features any retail bank has to implement to move with the times.
1. Provide everything: super app approach
For a long time, banks have been adapting traditional offline products, services, and business models for digital channels. Now, the time has come for digitally native scenarios and development through the prism of full-cycle platforms and ecosystems.
Creating a "digital universe" and becoming a single entry point where all user's needs are met – this might be the next idée fixe of the banking industry leaders. Online platforms and smartphones are the starting point in this journey.
An average person has 80 different apps installed on their phone, using only 9 of them daily. The overflow of new tools and applications is just as tiring as the lack of them, which leaves users longing for a unified solution.
So in the next few years, instead of 2-5 banking applications on your smartphone, you might have a choice of 2-5 super applications, which in one way or another will duplicate all the remaining 20-30 apps.
2. Suit down: social networking and messenger patterns
The paying generation changes, and so do the banks that serve it: financial applications actively integrate best practices from social networks and messaging interfaces & communication principles.
International bank Wells Fargo has integrated itself with Facebook and uses its messengers in conjunction with the chatbot, providing info on the location of the nearest ATMs, account balance, and so on.
Sberbank (one of the biggest banks in Russia and Europe) posts daily stories within its app, mixing curated informational content with product updates, and animates in-app money transfers with lively characters and voices.
Simple language, chats, stickers, familiar interfaces of social networks: banks make up for the conservatism of their industry with the informal communication
3. Teach: improving financial literacy
Financial literacy has been on top of the international agenda for a while now. Only lately, banks have started to implement more and more native tools to show clients that saving and keeping records is neither scary nor painful. Many introduce such tools as transferring "change" to separate accounts, robotized investment tools, and incentivization of conscious financial behavior.
South African Discovery Bank went even further, calling itself the world's first behavioural bank as it promises to "heal" their clients' finances. The Vitality Money program integrated into application pushes the client to make the right financial decision. The user can track spending and receive awards for success in the form of discounts on banking products.
4. Talk to your users: chatbots and voice assistants
Clients are not okay with a digital bank per se anymore. As the level of service and expectations rises, customers want personal support from a real person and faster service. Bots and assistants strengthen personal banking: they reduce waiting time and document flow, solve problems quickly, at any time, and in a convenient format.
As banks are forced to interact with their users in a fully digital manner, there is no doubt that mobile banks will offer new formats of communication more actively and migrate from graphical interfaces to voice.
5. Invisible banking
A plastic card is no longer a bank's main product: the boundaries between a card, a mobile phone, and even a smartwatch are blurred. To gain and retain users, banks and fintechs are learning to be invisibly present on any device, in all aspects of customer life – even outside of banking.
For example, the aforementioned Sberbank invested in food-tech startup FoodPlex to launch SberFood – a mobile app that enables users to make restaurant reservations, order food, pay the check, and leave tips without face-to-face interaction.
QR codes are also very useful for "invisible" banking: "Russian Standard" (leading bank on Russia's lending market) collaborated with e-commerce giant Wildberries to enable users to purchase goods by simply scanning a QR code; another example is "Tinkoff" (a popular independent digital bank) enabling its clients to pay for gas on British Petroleum gas stations in Moscow without leaving their car.
________
Kirill Paraska is a co-founder and CEO of ANGRY UX; a research-based UX/UI design studio focused on banks and fintechs.
Banks can no longer afford to be "just banks": to keep up with their users' needs, they have to transform into full-scale IT companies, adopt design thinking, become friendlier, and focus on customer education. Here are the top-5 features any retail bank has to implement to move with the times.
1. Provide everything: super app approach
For a long time, banks have been adapting traditional offline products, services, and business models for digital channels. Now, the time has come for digitally native scenarios and development through the prism of full-cycle platforms and ecosystems.
Creating a "digital universe" and becoming a single entry point where all user's needs are met – this might be the next idée fixe of the banking industry leaders. Online platforms and smartphones are the starting point in this journey.
An average person has 80 different apps installed on their phone, using only 9 of them daily. The overflow of new tools and applications is just as tiring as the lack of them, which leaves users longing for a unified solution.
So in the next few years, instead of 2-5 banking applications on your smartphone, you might have a choice of 2-5 super applications, which in one way or another will duplicate all the remaining 20-30 apps.
2. Suit down: social networking and messenger patterns
The paying generation changes, and so do the banks that serve it: financial applications actively integrate best practices from social networks and messaging interfaces & communication principles.
International bank Wells Fargo has integrated itself with Facebook and uses its messengers in conjunction with the chatbot, providing info on the location of the nearest ATMs, account balance, and so on.
Sberbank (one of the biggest banks in Russia and Europe) posts daily stories within its app, mixing curated informational content with product updates, and animates in-app money transfers with lively characters and voices.
Simple language, chats, stickers, familiar interfaces of social networks: banks make up for the conservatism of their industry with the informal communication
3. Teach: improving financial literacy
Financial literacy has been on top of the international agenda for a while now. Only lately, banks have started to implement more and more native tools to show clients that saving and keeping records is neither scary nor painful. Many introduce such tools as transferring "change" to separate accounts, robotized investment tools, and incentivization of conscious financial behavior.
South African Discovery Bank went even further, calling itself the world's first behavioural bank as it promises to "heal" their clients' finances. The Vitality Money program integrated into application pushes the client to make the right financial decision. The user can track spending and receive awards for success in the form of discounts on banking products.
4. Talk to your users: chatbots and voice assistants
Clients are not okay with a digital bank per se anymore. As the level of service and expectations rises, customers want personal support from a real person and faster service. Bots and assistants strengthen personal banking: they reduce waiting time and document flow, solve problems quickly, at any time, and in a convenient format.
As banks are forced to interact with their users in a fully digital manner, there is no doubt that mobile banks will offer new formats of communication more actively and migrate from graphical interfaces to voice.
5. Invisible banking
A plastic card is no longer a bank's main product: the boundaries between a card, a mobile phone, and even a smartwatch are blurred. To gain and retain users, banks and fintechs are learning to be invisibly present on any device, in all aspects of customer life – even outside of banking.
For example, the aforementioned Sberbank invested in food-tech startup FoodPlex to launch SberFood – a mobile app that enables users to make restaurant reservations, order food, pay the check, and leave tips without face-to-face interaction.
QR codes are also very useful for "invisible" banking: "Russian Standard" (leading bank on Russia's lending market) collaborated with e-commerce giant Wildberries to enable users to purchase goods by simply scanning a QR code; another example is "Tinkoff" (a popular independent digital bank) enabling its clients to pay for gas on British Petroleum gas stations in Moscow without leaving their car.
________
Kirill Paraska is a co-founder and CEO of ANGRY UX; a research-based UX/UI design studio focused on banks and fintechs.
Scam Dynasty: How AI Became the New Weapon in the War on Fraud
Featured Videos
Network, Learn, Grow | FMAS:24
Network, Learn, Grow | FMAS:24
Network, Learn, Grow | FMAS:24
Network, Learn, Grow | FMAS:24
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Get ready to mark your calendars for FMAS:24, returning this May! Take a quick glimpse of what awaits at the Sandton Convention Centre in Sandton, South Africa from May 20-22, 2024.
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From May 20-22, 2024, the Sandton Convention Centre in Sandton, South Africa, will be the hub for over 3,500 attendees to engage in unparalleled networking opportunities, learn from over 150 industry-leading speakers, and explore innovations from 120+ exhibitors.
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Here's a sneak peek into the FMAS:24 vibrant atmosphere! Join us at Africa’s premium financial event for a transformative experience that combines the best of finance and technology.
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Here's a sneak peek into the FMAS:24 vibrant atmosphere! Join us at Africa’s premium financial event for a transformative experience that combines the best of finance and technology.
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Join 3500+ Attendees at FMAS:24 | Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 | Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 | Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 | Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 | Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 | Africa's Premium Financial Event
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Join 3500+ Attendees at FMAS:24 - Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 - Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 - Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 - Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 - Africa's Premium Financial Event
Join 3500+ Attendees at FMAS:24 - Africa's Premium Financial Event
Looking to expand your network in #Africa?
Join 3500+ attendees at FMAS:24, where online trading, fintech, payments, and crypto meet! Connect with industry leaders and innovators for an unmatched networking experience.
20-22 MAY 2024
Sandton Convention Center, Sandton, South Africa
Register now to secure your spot: https://bit.ly/3JbUpCK
#fmas #fmas24 #fmevents #networking #finance #africa
Looking to expand your network in #Africa?
Join 3500+ attendees at FMAS:24, where online trading, fintech, payments, and crypto meet! Connect with industry leaders and innovators for an unmatched networking experience.
20-22 MAY 2024
Sandton Convention Center, Sandton, South Africa
Register now to secure your spot: https://bit.ly/3JbUpCK
#fmas #fmas24 #fmevents #networking #finance #africa
Looking to expand your network in #Africa?
Join 3500+ attendees at FMAS:24, where online trading, fintech, payments, and crypto meet! Connect with industry leaders and innovators for an unmatched networking experience.
20-22 MAY 2024
Sandton Convention Center, Sandton, South Africa
Register now to secure your spot: https://bit.ly/3JbUpCK
#fmas #fmas24 #fmevents #networking #finance #africa
Looking to expand your network in #Africa?
Join 3500+ attendees at FMAS:24, where online trading, fintech, payments, and crypto meet! Connect with industry leaders and innovators for an unmatched networking experience.
20-22 MAY 2024
Sandton Convention Center, Sandton, South Africa
Register now to secure your spot: https://bit.ly/3JbUpCK
#fmas #fmas24 #fmevents #networking #finance #africa
Looking to expand your network in #Africa?
Join 3500+ attendees at FMAS:24, where online trading, fintech, payments, and crypto meet! Connect with industry leaders and innovators for an unmatched networking experience.
20-22 MAY 2024
Sandton Convention Center, Sandton, South Africa
Register now to secure your spot: https://bit.ly/3JbUpCK
#fmas #fmas24 #fmevents #networking #finance #africa
Looking to expand your network in #Africa?
Join 3500+ attendees at FMAS:24, where online trading, fintech, payments, and crypto meet! Connect with industry leaders and innovators for an unmatched networking experience.
20-22 MAY 2024
Sandton Convention Center, Sandton, South Africa
Register now to secure your spot: https://bit.ly/3JbUpCK
#fmas #fmas24 #fmevents #networking #finance #africa
Where the Prop Trading Industry Goes from Here | Finance Magnates Podcast
Where the Prop Trading Industry Goes from Here | Finance Magnates Podcast
Where the Prop Trading Industry Goes from Here | Finance Magnates Podcast
Where the Prop Trading Industry Goes from Here | Finance Magnates Podcast
Where the Prop Trading Industry Goes from Here | Finance Magnates Podcast
Where the Prop Trading Industry Goes from Here | Finance Magnates Podcast
Explore the tumultuous world of prop trading in this Finance Magnates podcast episode, featuring insights from Head of Axi Select, Greg Rubin.
We're discussing the challenges and shifts caused by MetaQuotes' pivotal decisions affecting MT4 and MT5 users, and how Axi Select offers a unique, realistic path to professional trading, steering clear of traditional prop firm pitfalls.
Tune in for expert analysis on the future of trading and innovative funding models.
The Axi Select programme is only available to clients of AxiTrader Limited. CFDs carry a high risk of investment loss. In our dealings with you, we will act as a principal counterparty to all of your positions. This content is not available for AU, NZ, EU and UK residents. For more information, refer to our Terms of Service. Standard trading fees apply.
This content is provided solely for general informational purposes and should not be construed as financial product advice or an investment recommendation. It has been prepared without considering your personal circumstances.
📣 Stay updated with the latest in finance and trading!
Follow Finance Magnates for news, insights, and event updates across our social media platforms. Connect with us today:
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Don't miss out on our latest videos, interviews, and event coverage.
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Explore the tumultuous world of prop trading in this Finance Magnates podcast episode, featuring insights from Head of Axi Select, Greg Rubin.
We're discussing the challenges and shifts caused by MetaQuotes' pivotal decisions affecting MT4 and MT5 users, and how Axi Select offers a unique, realistic path to professional trading, steering clear of traditional prop firm pitfalls.
Tune in for expert analysis on the future of trading and innovative funding models.
The Axi Select programme is only available to clients of AxiTrader Limited. CFDs carry a high risk of investment loss. In our dealings with you, we will act as a principal counterparty to all of your positions. This content is not available for AU, NZ, EU and UK residents. For more information, refer to our Terms of Service. Standard trading fees apply.
This content is provided solely for general informational purposes and should not be construed as financial product advice or an investment recommendation. It has been prepared without considering your personal circumstances.
📣 Stay updated with the latest in finance and trading!
Follow Finance Magnates for news, insights, and event updates across our social media platforms. Connect with us today:
🔗 LinkedIn: https://www.linkedin.com/company/financemagnates/
👍 Facebook: https://www.facebook.com/financemagnates/
📸 Instagram: https://www.instagram.com/financemagnates_official
🐦 X (Twitter): https://twitter.com/financemagnates/
📡 RSS Feed: https://www.financemagnates.com/feed/
▶️ Telegram: https://t.me/financemagnatesnews
Don't miss out on our latest videos, interviews, and event coverage.
🔔 Subscribe to our YouTube channel for more!🔔
Explore the tumultuous world of prop trading in this Finance Magnates podcast episode, featuring insights from Head of Axi Select, Greg Rubin.
We're discussing the challenges and shifts caused by MetaQuotes' pivotal decisions affecting MT4 and MT5 users, and how Axi Select offers a unique, realistic path to professional trading, steering clear of traditional prop firm pitfalls.
Tune in for expert analysis on the future of trading and innovative funding models.
The Axi Select programme is only available to clients of AxiTrader Limited. CFDs carry a high risk of investment loss. In our dealings with you, we will act as a principal counterparty to all of your positions. This content is not available for AU, NZ, EU and UK residents. For more information, refer to our Terms of Service. Standard trading fees apply.
This content is provided solely for general informational purposes and should not be construed as financial product advice or an investment recommendation. It has been prepared without considering your personal circumstances.
📣 Stay updated with the latest in finance and trading!
Follow Finance Magnates for news, insights, and event updates across our social media platforms. Connect with us today:
🔗 LinkedIn: https://www.linkedin.com/company/financemagnates/
👍 Facebook: https://www.facebook.com/financemagnates/
📸 Instagram: https://www.instagram.com/financemagnates_official
🐦 X (Twitter): https://twitter.com/financemagnates/
📡 RSS Feed: https://www.financemagnates.com/feed/
▶️ Telegram: https://t.me/financemagnatesnews
Don't miss out on our latest videos, interviews, and event coverage.
🔔 Subscribe to our YouTube channel for more!🔔
Explore the tumultuous world of prop trading in this Finance Magnates podcast episode, featuring insights from Head of Axi Select, Greg Rubin.
We're discussing the challenges and shifts caused by MetaQuotes' pivotal decisions affecting MT4 and MT5 users, and how Axi Select offers a unique, realistic path to professional trading, steering clear of traditional prop firm pitfalls.
Tune in for expert analysis on the future of trading and innovative funding models.
The Axi Select programme is only available to clients of AxiTrader Limited. CFDs carry a high risk of investment loss. In our dealings with you, we will act as a principal counterparty to all of your positions. This content is not available for AU, NZ, EU and UK residents. For more information, refer to our Terms of Service. Standard trading fees apply.
This content is provided solely for general informational purposes and should not be construed as financial product advice or an investment recommendation. It has been prepared without considering your personal circumstances.
📣 Stay updated with the latest in finance and trading!
Follow Finance Magnates for news, insights, and event updates across our social media platforms. Connect with us today:
🔗 LinkedIn: https://www.linkedin.com/company/financemagnates/
👍 Facebook: https://www.facebook.com/financemagnates/
📸 Instagram: https://www.instagram.com/financemagnates_official
🐦 X (Twitter): https://twitter.com/financemagnates/
📡 RSS Feed: https://www.financemagnates.com/feed/
▶️ Telegram: https://t.me/financemagnatesnews
Don't miss out on our latest videos, interviews, and event coverage.
🔔 Subscribe to our YouTube channel for more!🔔
Explore the tumultuous world of prop trading in this Finance Magnates podcast episode, featuring insights from Head of Axi Select, Greg Rubin.
We're discussing the challenges and shifts caused by MetaQuotes' pivotal decisions affecting MT4 and MT5 users, and how Axi Select offers a unique, realistic path to professional trading, steering clear of traditional prop firm pitfalls.
Tune in for expert analysis on the future of trading and innovative funding models.
The Axi Select programme is only available to clients of AxiTrader Limited. CFDs carry a high risk of investment loss. In our dealings with you, we will act as a principal counterparty to all of your positions. This content is not available for AU, NZ, EU and UK residents. For more information, refer to our Terms of Service. Standard trading fees apply.
This content is provided solely for general informational purposes and should not be construed as financial product advice or an investment recommendation. It has been prepared without considering your personal circumstances.
📣 Stay updated with the latest in finance and trading!
Follow Finance Magnates for news, insights, and event updates across our social media platforms. Connect with us today:
🔗 LinkedIn: https://www.linkedin.com/company/financemagnates/
👍 Facebook: https://www.facebook.com/financemagnates/
📸 Instagram: https://www.instagram.com/financemagnates_official
🐦 X (Twitter): https://twitter.com/financemagnates/
📡 RSS Feed: https://www.financemagnates.com/feed/
▶️ Telegram: https://t.me/financemagnatesnews
Don't miss out on our latest videos, interviews, and event coverage.
🔔 Subscribe to our YouTube channel for more!🔔
Explore the tumultuous world of prop trading in this Finance Magnates podcast episode, featuring insights from Head of Axi Select, Greg Rubin.
We're discussing the challenges and shifts caused by MetaQuotes' pivotal decisions affecting MT4 and MT5 users, and how Axi Select offers a unique, realistic path to professional trading, steering clear of traditional prop firm pitfalls.
Tune in for expert analysis on the future of trading and innovative funding models.
The Axi Select programme is only available to clients of AxiTrader Limited. CFDs carry a high risk of investment loss. In our dealings with you, we will act as a principal counterparty to all of your positions. This content is not available for AU, NZ, EU and UK residents. For more information, refer to our Terms of Service. Standard trading fees apply.
This content is provided solely for general informational purposes and should not be construed as financial product advice or an investment recommendation. It has been prepared without considering your personal circumstances.
📣 Stay updated with the latest in finance and trading!
Follow Finance Magnates for news, insights, and event updates across our social media platforms. Connect with us today:
🔗 LinkedIn: https://www.linkedin.com/company/financemagnates/
👍 Facebook: https://www.facebook.com/financemagnates/
📸 Instagram: https://www.instagram.com/financemagnates_official
🐦 X (Twitter): https://twitter.com/financemagnates/
📡 RSS Feed: https://www.financemagnates.com/feed/
▶️ Telegram: https://t.me/financemagnatesnews
Don't miss out on our latest videos, interviews, and event coverage.
🔔 Subscribe to our YouTube channel for more!🔔