Most recent update on mBank - the most design-driven digital bank in the world.
Deck presented at NetFinance in Miami in April 2014.
6 global innovation awards (Finovate, Efma, Bank Innovation 2014, Celent's Model Bank 2014). Coverage by Forrester Research, TechCrunch, Harvard Business Review, WSJ, American Banker and more...
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mBank - the most design-driven digital bank in the world - NetFinance, Miami 2014
1. NetFinance, Miami, April 29th 2014
mBank: the most design-driven
DIGITAL bank in the world
Michał Panowicz
Managing Director | Products, Marketing & Digital
3. 3
New mBank gained global recognition for banking innovation
6 top global awards in 14 months
London
Paris
Digital & Mobile Excellence
#1 out of 130 projects
Most Disruptive Innovation
#1 out of 330 projects
2013
Innovation
Awards
158 biggest banks
56 countries
330 project
New York
4x Golden Banker2014 Bank Innovation
4. 4
The biggest innovator in banking
Customers:
Fidor Bank
0.06 M
Simple
0.1 M
Moven
~0.01 M
mBank
4.4 M
8. 8
Just 1 year ago we were still deep in TABLE-BASED BANKING
9. 9
Meanwhile Digital Life Has Become SO MUCH MORE
Intuitive
Contextual
Interactive
IntelligentBeautiful
Apple
Amazon
GoogleSpotify
Mint
Mobile
Android
10. 10
► State-of-the-art user
interface
► 2nd-gen personal finance
management
► Video banking
► Google-like quick search
► Gamification
► P2P payments
► Facebook integration
► 2nd gen mobile application: user interface, LBS,
selling, deals, PFM, P2P
► Mobile payments
“New” mBank: 11 major digital financial innovations
11. 11
Over 600 final UI/UX models
(over 2000+ draft models)
2.9 M
0.16 M0.44 M
0.6 M
Core team: ~200FTEs
at peaks: ~300FTEs+
Large scale change mgmnt program
mBank PL
mBank SKmBank CZ
Completely redesigned online banking in just 14 months
… >200 new features
3.5M customers covered by now
Former MultiBank PL will merge by end 2014
13. 13
Organic adoption of new services growing fast
% of clients who log in to the new mBank
INNOVATION
ADOPTION
ATTITUDE:
innovators
early adopters
early majority
late majority
laggards
18
25
32
45
69 71
0
20
40
60
80
100
Aug '13 Sep Oct Nov Dec Jan '14
22. 22
Three simple steps to obtain a non-mortgage loan in
online banking
1. Determining amount and
tenor
3. Loan available in less than 1 minute from
starting the application
2. Confirming terms and conditions
36. 36
New mBank available in Czech Rep. and Slovakia
Launch in Feb 2014
• For early migration to new IB signed up
40,510 customers (7% of total number of
CZSK customers)
• In total we recorded 11 tutorial video
which have been viewed by 44,640
viewers (~2x more views than tutorials
for Polish NmB)
• Awarenes about change to new IB
among CZ clients is 80% (according to
survey in old IB)
• The first spot „Financial me“ has already
over 48,000 views on YouTube and
became the most successful video on CZ
mBank profile
LAUNCH CAMPAIGN HIGHLIGHTS
[actual for 07.02.2014]
39. 39
mBank in >20% mobile bank now. 104% growth in 6 wks.
Growth in logins by 104%
Avererage monthly logins in old apps – 9,5 while in new apps – 33
Share of mobile logins raised from 9,5% to 18,3%
0%
5%
10%
15%
20%
Jan Feb Mar
Total in mobile
New mBank APP
Previous mBank APP
42. 42
What most popular services do is a no-no in banking
ULTIMATE CONVENIENCE… COPIED IN BANKS WOULD LAND US IN JAIL
43. 43
mBank: always one step ahead of competitors
How long does it take to log in?
5 s
30 -60 s
5 s 30 s
other banks
login & password
PIN bal. payment / bill pay / money transfer
44. 44
Quick and easy access via 5-8 digit PIN
Mobile device has to be connected with customers’ account
via internet banking platform
46. 46
Most important information accesible pre-login
Account balance (PLN or %),
places near me
Credit card limit (PLN or %) Important information
And more: merchant funded offers – mDeals, information about technical
breaks, special marketing offers
52. 52
mBank: always one step ahead of competitors
A.
banking
standard
ABC of credit risk management
B.
innovative
parabanks
C.
mobile
mBank
Hours (branch)
26%* 3879%*
900 sec. 30 sec.
26%*
*fully APR equivalent, includes fees
53. Design-driven change management
Loan process in 30 s?
Organisational
change
BusinessIT
Risk management
Legal
Compliance
SecurityAudit
Supervisor
ZBP
Others
62. 62
New and simple all money transfers
Re-build address book with
searching through historical
payments.
Re-designed payment form. New authorisation method –
PIN code.
63. 63
Location based services
The nearest useful places
(ATM, branch, discounts)
Map view Real time notifications near
useful places
67. 67
We needed to change to deliver a BIG job
Break silos:
:Non-standard motivation
Core value:
Collaboration
Freedom &
Accountability:
:Dedicated location
Team of 200
1.6 million lines of code
50k test conditions
200 innovative features
1700 screens
All products & services
30M Euro budget
Just 14 months
4 million customers
3 countries
Corporation not startup