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Mobile Banking
- Simple, relevant and convenient customer service

Esben Torpe Jørgensen
Group Business Development
Danske Bank
Zurich 07-11-2011
For internal use




Danske Bank – I love you...




                              2
For internal use




Danske Mobilbank
   iPhone-version available in App Store.           The timing was right
    Android-version available in Android Market




                                                                             3
For internal use




Nordic consumers are ready for mobile banking
- More than 70 % are interested in day-to-day mobile banking



             51 % would like to check their balances

             40 % would like to transfer money to other accounts

             32 % would like to pay their bills

             31 % would like to see the latest transactions

             24 % would like to enrol bills to payment services

             12 % would like to communicate via SMS, chat or video



                                                       Source: YouGov Zapera, for Danske Bank, Juli 2010

                                                                                                           4
For internal use




    Use of smartphones are growing rapidly


                                                                   Global mobile vs. desktop
                                                                   internet user projection
•   Mobile browsing and use of app‟s                 2.000

    has exploded and is expected to
    exceed laptop browsing in 2014                   1.600
    (Source: Morgan Stanley, April
    2010)
                                       Internet users (MM)

•   In DK approximately 750.000                      1.200

    people have an iPhone or Google-
    Android phone (Jon Lund, June                            800
    2010)
•   About 250.000 of those are
                                                             400
    customers in Danske Bank                                                      Mobile internet users
                                                                                  Desktop internet users

                                                               0




                                                                                                           5
For internal use




Competitors (were) are moving…




                                 6
For internal use




So why have things started to move?


              1.   Ultra capable and user-friendly devices
              2.   High performance networks
              3.   Relevant and user friendly services
              4.   Growing consumer trust in digital
                   solutions

              •    The 4 above elements have now come together
                   and provides huge opportunity for service and
                   application providers – also within the financial
                   sector




                                                                       7
For internal use




Physical constraints makes banking simple, relevant and
convenient




                                                          8
For internal use




      Pay bills with the camera in your smartphone




                                                     9
For internal use



      Immediate user feedback
      - App Store & Android Market




                                     10
For internal use




      What’s been good
      - 90 percent of all reviews

          •    Native
          •    “Look and feel”
          •    Performance & responsiveness
          •    The services
          •    Simple, relevant & convenient




                                               11
For internal use




  What can be improved
  - 10 percent of all reviews
      •    iPad optimization
      •    Include business accounts
      •    Graphical spending report & budgeting
      •    Easy access to account (no NemID)
      •    Improved payment functionalities
      •    Performance on specific Android devices




                                                     12
For internal use




  More than 430.000 downloads                                                                            Android
                                                                                                         iPhone


  Total number of downloads in thousands from Sept. 2010 – Oct. 2011, All Nordic brands.
                                                                                                         432.300
                                                                                               395.500
                                                                                     363.000
                                                                                                         137.600
                                                                      334.700
                                                                                               123.000
                                                                                     112.000
                                                        280.700
                                                                      100.600
                                         228.700         79.100

                                          61.000
                           171.000

                126.000     43.000                                                                       294.700
                                                                                               272.500
                                                                      234.100        251.000
                25.000
                                                        201.600
60.000                                   167.700
                           128.000
                101.000
60.000

Sept 10           Nov 10    Jan 11        Mar 11         May‟11         Jul‟11        Aug‟11   Sep‟11     Oct‟11


  Source: ePerfomance                                                                                             13
For internal use




# Mobile transactions increases month by month

Mobile transactions per month                                 eBank transactions per month
220.000                                                 DK    4.000.000
                                                                                                                          DK
200.000
                                                              3.500.000
180.000
                                                              3.000.000
160.000
                                                                                                                          SP*
140.000                                                       2.500.000
120.000
                                                              2.000.000
100.000
                                                        SP*
  80.000                                                      1.500.000
                                                        NO
  60.000
                                                        SE    1.000.000                                                   SE
  40.000                                                                                                                  NO
                                                                500.000
  20.000

          0                                                            0
           Sep Nov Jan Mar May Jul Aug Sep Oct                          Sep    Nov   Jan     Mar May    Jul   Sep   Oct
            ‟10 ‟10 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11                          ‟10   ‟10   ‟11     ‟11 ‟11   ‟11    ‟11   ‟11



*SP includes transactions made via mobile web on a PC
Source: ePerformance                                                                                                      14
For internal use




6% of all online transactions are conducted via the Mobile bank app

Mobile share of total online transactions in September(DK, SE, NO)
  6,0%                                                                                                        6%

  5,5%
                                                                                                      5%
  5,0%

  4,5%
                                                                                              4%
  4,0%

  3,5%
                                                                                     3%
                                                                   eBanking
  3,0%

  2,5%

  2,0%

  1,5%

  1,0%                                                                                    Mobile

  0,5%

  0,0%
          Jul         Sep ‟10          Nov ‟10           Jan ‟11          Mar ‟11   May ‟11    Jul   Sep ‟11 Oct ‟11
         „11                                                                                  „11
ePerformance                                                                                                       15
For internal use




      Media results



       The largest and most positive press campaign for Danske Bank since we started
       media tracking in 2008
       Press coverage in app. 200-220 media reaching potential 19 Mio. readers (TV/radio,
       national newspapers, regional/local, vertical and online media)
       77 percent of all press articles has been positive, 22 percent neutral and Only 1
       negative.
       1/3 of the social media coverage concerning Danske Bank has been about Danske
       Mobile Bank. The campaign created the highest number of positive/neutral tweets in
       2010




                                                                                            16
For internal use




       Agile development catalyst of a large strategic marketing/
       communication campaign




Sept. 2010          Oct. 2010   Dec. 2010   Feb. 2011   April 2011   May 2011




                                                                           17
For internal use




      Key take a ways

     Convenience, relevance and simplicity is key

     Continuously test during app development – responsiveness is key

     Choice among multiple mobile platforms

     Listen to your customers – they may have many of the answers…

     Small and agile team

     Mobile is not the answer to everything… in a MCB perspective




                                                                        18
For internal use




      Customer needs and service offerings will drive interaction


                     Finance Centre                    eBanking


                                 ”I like to handle
                               banking by myself”
                                                                          Mobile
          Branches

                                              Self directed
                                                 service


                                                                        Contact center
              ATMs



                         Direct mails                 Digital letters

                                                                                         19
For internal use




      Customer needs and service offerings will drive interaction


                     Finance Centre                        eBanking


                                ”Advisory services and
                                 personal interaction is
                                     what I expect”                        Mobile
          Branches

                                               Face-to-face
                                                 service


                                                                         Contact center
              ATMs



                         Direct mails                  Digital letters

                                                                                          20
For internal use




      What’s next?


       Strategic choices – timing, platforms, devices, hybrid, native, browser based etc.

       Enhance service offerings without jeopardizing simplicity and convenience

       Utilize the unique features of the smartphones and tablets – Camera, GPS, Touch, etc.

       Extensive user analysis

       Integration of a new channel in a multi-channel banking setup

       Tablets and mobile payments…?




                                                                                               21
For internal use




Crowd sourcing on Facebook are strengthening development
and customer loyalty




  •   3000+        New fans on Facebook strengthening the customer relationship
  •   281          Ideas from customers to guide the future development on mobile and tablets
  •   5412         Votes on polls and ideas, qualifying current and future development
  •   327          Comments on ideas and polls specifying the design of services



                                                                                                22
For internal use             Innovated by Danske Bank

                            Designed by DesignIT
                   Loved by Danske Bank Customers




          Contact information:
          Esben Torpe Jørgensen
          Mobile: +45 41 95 02 08
          Mail: esjr@danskebank.dk


                                                        23

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Mobile Banking 2011: Danske Bank

  • 1. Mobile Banking - Simple, relevant and convenient customer service Esben Torpe Jørgensen Group Business Development Danske Bank Zurich 07-11-2011
  • 2. For internal use Danske Bank – I love you... 2
  • 3. For internal use Danske Mobilbank  iPhone-version available in App Store.  The timing was right Android-version available in Android Market 3
  • 4. For internal use Nordic consumers are ready for mobile banking - More than 70 % are interested in day-to-day mobile banking 51 % would like to check their balances 40 % would like to transfer money to other accounts 32 % would like to pay their bills 31 % would like to see the latest transactions 24 % would like to enrol bills to payment services 12 % would like to communicate via SMS, chat or video Source: YouGov Zapera, for Danske Bank, Juli 2010 4
  • 5. For internal use Use of smartphones are growing rapidly Global mobile vs. desktop internet user projection • Mobile browsing and use of app‟s 2.000 has exploded and is expected to exceed laptop browsing in 2014 1.600 (Source: Morgan Stanley, April 2010) Internet users (MM) • In DK approximately 750.000 1.200 people have an iPhone or Google- Android phone (Jon Lund, June 800 2010) • About 250.000 of those are 400 customers in Danske Bank Mobile internet users Desktop internet users 0 5
  • 6. For internal use Competitors (were) are moving… 6
  • 7. For internal use So why have things started to move? 1. Ultra capable and user-friendly devices 2. High performance networks 3. Relevant and user friendly services 4. Growing consumer trust in digital solutions • The 4 above elements have now come together and provides huge opportunity for service and application providers – also within the financial sector 7
  • 8. For internal use Physical constraints makes banking simple, relevant and convenient 8
  • 9. For internal use Pay bills with the camera in your smartphone 9
  • 10. For internal use Immediate user feedback - App Store & Android Market 10
  • 11. For internal use What’s been good - 90 percent of all reviews • Native • “Look and feel” • Performance & responsiveness • The services • Simple, relevant & convenient 11
  • 12. For internal use What can be improved - 10 percent of all reviews • iPad optimization • Include business accounts • Graphical spending report & budgeting • Easy access to account (no NemID) • Improved payment functionalities • Performance on specific Android devices 12
  • 13. For internal use More than 430.000 downloads Android iPhone Total number of downloads in thousands from Sept. 2010 – Oct. 2011, All Nordic brands. 432.300 395.500 363.000 137.600 334.700 123.000 112.000 280.700 100.600 228.700 79.100 61.000 171.000 126.000 43.000 294.700 272.500 234.100 251.000 25.000 201.600 60.000 167.700 128.000 101.000 60.000 Sept 10 Nov 10 Jan 11 Mar 11 May‟11 Jul‟11 Aug‟11 Sep‟11 Oct‟11 Source: ePerfomance 13
  • 14. For internal use # Mobile transactions increases month by month Mobile transactions per month eBank transactions per month 220.000 DK 4.000.000 DK 200.000 3.500.000 180.000 3.000.000 160.000 SP* 140.000 2.500.000 120.000 2.000.000 100.000 SP* 80.000 1.500.000 NO 60.000 SE 1.000.000 SE 40.000 NO 500.000 20.000 0 0 Sep Nov Jan Mar May Jul Aug Sep Oct Sep Nov Jan Mar May Jul Sep Oct ‟10 ‟10 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11 ‟10 ‟10 ‟11 ‟11 ‟11 ‟11 ‟11 ‟11 *SP includes transactions made via mobile web on a PC Source: ePerformance 14
  • 15. For internal use 6% of all online transactions are conducted via the Mobile bank app Mobile share of total online transactions in September(DK, SE, NO) 6,0% 6% 5,5% 5% 5,0% 4,5% 4% 4,0% 3,5% 3% eBanking 3,0% 2,5% 2,0% 1,5% 1,0% Mobile 0,5% 0,0% Jul Sep ‟10 Nov ‟10 Jan ‟11 Mar ‟11 May ‟11 Jul Sep ‟11 Oct ‟11 „11 „11 ePerformance 15
  • 16. For internal use Media results The largest and most positive press campaign for Danske Bank since we started media tracking in 2008 Press coverage in app. 200-220 media reaching potential 19 Mio. readers (TV/radio, national newspapers, regional/local, vertical and online media) 77 percent of all press articles has been positive, 22 percent neutral and Only 1 negative. 1/3 of the social media coverage concerning Danske Bank has been about Danske Mobile Bank. The campaign created the highest number of positive/neutral tweets in 2010 16
  • 17. For internal use Agile development catalyst of a large strategic marketing/ communication campaign Sept. 2010 Oct. 2010 Dec. 2010 Feb. 2011 April 2011 May 2011 17
  • 18. For internal use Key take a ways Convenience, relevance and simplicity is key Continuously test during app development – responsiveness is key Choice among multiple mobile platforms Listen to your customers – they may have many of the answers… Small and agile team Mobile is not the answer to everything… in a MCB perspective 18
  • 19. For internal use Customer needs and service offerings will drive interaction Finance Centre eBanking ”I like to handle banking by myself” Mobile Branches Self directed service Contact center ATMs Direct mails Digital letters 19
  • 20. For internal use Customer needs and service offerings will drive interaction Finance Centre eBanking ”Advisory services and personal interaction is what I expect” Mobile Branches Face-to-face service Contact center ATMs Direct mails Digital letters 20
  • 21. For internal use What’s next? Strategic choices – timing, platforms, devices, hybrid, native, browser based etc. Enhance service offerings without jeopardizing simplicity and convenience Utilize the unique features of the smartphones and tablets – Camera, GPS, Touch, etc. Extensive user analysis Integration of a new channel in a multi-channel banking setup Tablets and mobile payments…? 21
  • 22. For internal use Crowd sourcing on Facebook are strengthening development and customer loyalty • 3000+ New fans on Facebook strengthening the customer relationship • 281 Ideas from customers to guide the future development on mobile and tablets • 5412 Votes on polls and ideas, qualifying current and future development • 327 Comments on ideas and polls specifying the design of services 22
  • 23. For internal use Innovated by Danske Bank Designed by DesignIT Loved by Danske Bank Customers Contact information: Esben Torpe Jørgensen Mobile: +45 41 95 02 08 Mail: esjr@danskebank.dk 23