Now that awards season has wrapped up, we at Corporate Insight would like to highlight some of the more expansive changes Bank Monitor firms made in 2015 to improve customer servicing, desktop site and mobile app designs. We offer this slide deck as an overview of the year; while many changes do not fit neatly into award categories, they do mark important shifts in focus for the customer experience. A few general highlights: 1. Firms incorporated responsive elements into redesigns, marking increased attention to a seamless experience across desktop and mobile platforms. 2. Bill pay vendor Fiserv consolidated many separate features and menus, incorporating payee information and reminders into one menu. 3. Payments services remain a field ripe with change – while many firms have adopted the Apple, Android and Samsung Pay trifecta, some are exploring in-house options for customers. Additionally, some firms are competing with the Visa Checkout and MasterCard Pay Pass online payments services with their own branding. We offer this slide deck as both a commendation and survey of the progress throughout 2015, as researchers – and customers. January 2016 has already seen its share of major changes, from Wells Fargo’s iPhone app, to SunTrust’s first Super Bowl ad launching its onUp financial literacy campaign. To keep track of all recent industry developments, read our biweekly Bank Monitor Updates.

1. 2015 Bank Monitor Review
COPYRIGHTCORPORATEINSIGHT
APPS, PAYMENTS AND REVAMPS
SUMMARY SLIDE DECK
AUTHOR: JAVONNI JUDD AND MEREDITH BARTHOLD
Corporateinsight.com | Blog | Twitter | LinkedIn | Facebook | SlideShare

2. ABOUT CORPORATE INSIGHT
Connect With Us
Corporate Insight provides competitive intelligence and user experience research to the nation’s
leading financial institutions. For more than 20 years, the firm has tracked technological developments in
the financial services industry, identifying best practices in online banking and investing, online
insurance, mobile finance, active trading platforms, social media and other emerging areas. There are no
assumptions in Corporate Insight’s work – we use live accounts at all of the firms we research, providing
our clients with unparalleled, unbiased intelligence on the competition.
JAVONNI JUDD
Senior Research Associate
(646) 454-2661
jjudd@corporateinsight.com
MEDIA INQUIRIES
Joshua Grandy, PR Manager
(646) 876-7524
pr@corporateinsight.com
Press Coverage

3. TABLE OF CONTENTS
3
TABLEOFCONTENTS
 Industry Innovations
 New and Noteworthy Sites
- Other Highlights and News
 Promotions in 2015
 Contact Us

4. INDUSTRY INNOVATIONS
4
INDUSTRYINNOVATIONS

5. NOTEWORTHY MOBILE APP REDESIGNS
5
INDUSTRYINNOVATIONS
Ally Assist
feature offers
extensive in-
app help with
servicing and
advanced
queries.
Capital One adds
quick transaction
menus and 360
accounts to new
mobile app.
Chase adds quick
preview to view
balances without
logging in to the
app.

6. MOBILE PAYMENTS SERVICES AND PROMOTIONSINDUSTRYINNOVATIONS
Fall of 2015 saw the adoption of Android Pay and Samsung Pay services by six
and four Bank Monitor firms, respectively. Wells Fargo, U.S. Bank, Chase, Citibank
and Bank of America added pages of FAQs and highlights of the digital payment
technologies.
Wells Fargo Mobile Wallet Basics
Chase Digital Payments Overview
U.S. Bank Mobile Purchasing Microsite

7. NEW AND NOTEWORTHY SITES
7
NEWANDNOTEWORTHYSITES

8. ALLY REDESIGNS PRIVATE SITE (JANUARY 2015)NEWANDNOTEWORTHYSITES
Ally’s interactive site features menus and icons to view transactions dating back to
the lifetime of the account in a simple, more intuitive format relative to the former
site. Later in the year, the firm added wire transfers and CDs to account
management.

9. BB&T’S NEW U BY BB&T PLATFORM (AUGUST)
9
NEWANDNOTEWORTHYSITES
U by BB&T offers account holders a new mobile and online money management
platform featuring a Dashboard with customizable tiles, personalized display
options and account aggregation tools.
Add Tiles Feature
U by BB&T Dashboard

10. CAPITAL ONE: NEW PUBLIC SITE AND MOBILE APP (JUNE)NEWANDNOTEWORTHYSITES
The firm
redesigned its
public site,
adding
responsive
design and a
unified login
page to access
all accounts
from the main
site.
The firm also simplified its roster
of checking accounts, added 360
accounts to the site and extended
servicing to branches—suggesting
a final integration between Capital
One Bank and 360.

11. CITIZENS REVAMPS PRIVATE SITE (DECEMBER)NEWANDNOTEWORTHYSITES
Slide Out Menu with Responsive Design
Citizens streamlined navigation to four tabs, eliminating the account summary
page on its new private site. The new site also features responsive design and an
updated color scheme consistent with the public site.
New Homepage with Account Details

12. 12
NEWANDNOTEWORTHYSITES SANTANDER’S NEW ACCOUNTS (JULY)
The firm
added
responsive
design and
overhauled
its checking
and savings
accounts.
One major change is the
removal of Santander’s
extra20 checking and savings
package, a singular rewards
account that offered bonus
cash to account holders.

13. SUNTRUST REVAMPS PRIVATE SITE (APRIL)
13
NEWANDNOTEWORTHYSITES
SunTrust redesigned its private site earlier last year, consolidating links and
adding short menus to the individual account details. The colorful site
features four navigation tabs and an integrated Transfers and Payments
services into one Move Money section.

14. OTHER HIGHLIGHTS
 Other firms made significant changes to their public sites, most commonly
with attention to responsive design:
o Chase Bank’s public homepage and mobile and online banking sections
o KeyBank’s checking account pages
o Santander homepage and product pages
o Schwab Bank homepage
o BB&T checking pages
o TD Bank online application
o Wells Fargo public application and private statement pages
 U.S. Bank ScoreBoard reporting service expanded credit score access to all
online banking customers, a unique offering in the coverage group.
 Ally added wire transfers and CD account management online.
14
NEWANDNOTEWORTHYSITES

15. SOCIAL MEDIA PROMOTIONS AND PARTNERSHIPSYEARINPROMOTIONS
Throughout 2015, firms used social media
to promote sweepstakes and general
account offerings.
Chase and Santander Bank both
promoted mobile check deposit. PNC
Bank and TD Bank both offered
technology giveaways, iPads and
Android Phones, respectively.
TD Bank Android Giveaway
Santander Mobile Deposit Promotion
Fifth Third Stand Up To Cancer Campaign
Fifth Third offered $150 to
customers and a $150 donation for
opening a new account.

16. CORPORATE INSIGHT THOUGHT LEADERSHIP
Responsive Design in the Retirement and Insurance Industries
In this slide deck, we examine how firms in the retirement and insurance industries have responded to growing
consumer demand by introducing new and redesigned websites. The slide deck focuses on responsive websites
developed in 2014 and predictions for website redesign in 2015 and beyond.
Online Communities Across Financial Services: American Express, Bank of America and TIAA-CREF
This slide deck examines the design and capabilities offered by each firm’s online community, with a focus on
noteworthy site features. We also provide tips for financial services firms looking to improve their online
communities.
The Complete Bitcoin User Experience: Mining, Exchanges, Wallets and Beyond
This study provides a detailed analysis of how Bitcoins are created, traded and stored. The study includes reviews of
the top websites and online services driving the Bitcoin marketplace including Slush’s Pool, Blockchain.info and
Coinbase, among others.
2014 Mobile Finance Trends and Innovations
This study draws on our ongoing tracking of the industry, as well as relevant developments outside of the financial
services space. The study includes commentary on mobile developments, key takeaways for financial services firms
and thoughts on what is next for mobile finance.
Senior Citizens & Mobile Finance: Design & Support Solutions to Empower the Senior Set
Using CI’s user-testing expertise and ongoing mobile finance research, this slide deck highlights specific areas where
seniors may struggle with financial services apps, and offers design and support solutions that will give this valuable
audience the comfort and confidence to engage in mobile finance.
CORPORATEINSIGHTTHOUGHTLEADERSHIP

17. ABOUT THE AUTHORSABOUTTHEAUTHOR
Contact Javonni Judd:
(646) 454-2661
jjudd@corporateinsight.com
Connect with Javonni
Connect with CI
Javonni Judd
Senior Research Associate
Bank Monitor and Credit Card Monitor
Javonni Judd is a Senior Research Associate for
Corporate Insight’s Bank Monitor and Credit Card
Monitor research services.
Meredith Barthold
Research Associate
Bank Monitor and Credit Card Monitor
Meredith Barthold is a Research Associate for
Corporate Insight’s Bank Monitor and Credit Card
Monitor research services.
Contact Meredith Barthold:
(646) 929-5151
mbarthold@corporateinsight.com
Connect with Meredith