1. Developing a Mobile Proposition
Section 8: The future
MICHAEL NUCIFORO
Mobile Consultant, Innovator and Futurist

2. Section 8 – 16:35 to 17:10
The future
• What role will mobiles and tablets play in financial services in future?
• What effect will mobile have on organisational structure and investment?
• What type of people and skill sets that will be required in this new world
2

3. We will ‘screen’…
3

4. We go multi-device to…
4

5. Screens will be everywhere…
5

6. We will be ‘paperless’…
Consumers own multiple devices and move
seamlessly between them during the day
On average we spend:
4.4
90%
Hours
10%
Of our leisure time in
front of screens each day
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7. New business model…
7

8. With mobile at its heart…
8

9. New investment priorities…
9

10. New attitude…
10

11. New operating model…
Mobile BAU Mobile Strategy Mobile Marketing and Mobile
Management Development Delivery Communications Technology
• Implementation Support • Business Analysis • Roadmap Delivery • Marketing Strategy • Technical Delivery
– Go/No Go Decisions – Market Intelligence • BAU Engagement – Development • Strategy Development Support
– Project Handover – Competitor analysis – BAU priorities – Rollout • Architecture
– Risk Handover – Global Customer Intelligence – BAU estimates – Tracking – Architecture roadmap
• Third Party Engagement – Channel Information – Business requirements • Market Analysis – Capability mapping
– CSAT surveys – Industry Best Practice • Program Governance – Customer, Market, Industry etc • Delivery Capability
– Research and analysis • Proposition – Platform Initiatives – Product evaluation – Delivery Forecast and Planning
– Customer feedback – What our customers what – General enhancements – Trends, Performance – Delivery Capacity Management
• Channel Strategy and Growth – What services do they need – Status Reporting • Marketing Best Practice – Technical Estimation
– Tactical growth activities – Prototyping and POC’s – Digital PIB – Standards – Functional Requirements
– Increase usage/revenue • Business Case Development • Monitoring – Methodology – Non Functional Requirements
• Channel Operational Support • Mobile Strategy and Growth – Forward Plan – Tools – Solution Architecture
– Day to day management • Strategic Partnerships/Ventures – Financial Tracking – Techniques – Detailed Design
– Call centre/complaints • Customer Experience – Projects • Award Submissions – Development
• Reporting • New Innovations – BAU • Communications – Testing
– Channel performance • Major/Strategic Group Initiatives • Best Practice – Copy writing/reviews – Implementation
– Benchmarking – Concept Value Proposition – Agile standards – Internal • Mobile Technical Roadmap
• Live Service Support – Business Case Development – Delivery governance – External – Technical Innovations
• Budget Management – Funding and Approval – Team competence – Tracking – Market/Industry Trends
• Benefits Management • Strategic Vendor Engagement – Oversight and compliance • Supply Vendor Management
– Newly implemented initiatives • Commercial Negotiations – Risk and Issues governance • Environments Management
– Current performance • Strategic Delivery Oversight • Mobile User Experience • Maintenance and Upgrades
• Tracking Delivery to Strategy • User Acceptance Testing (UAT)
• Stakeholder Communications
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12. New delivery model…
• Dedicated delivery teams running on each platform over the year
• Creates accountability, consistency and fixed costs (variable output)
Mobile Tablet
Sprint 1 Sprint 1
Apple
Sprint 2 Sprint 2
Sprint 3 Sprint 3
Go Live Go Live
Sprint 1 Sprint 1
Android Sprint 2 Sprint 2
Sprint 3 Sprint 3
Go Live Go Live
Sprint 1 Sprint 1
HTML5 Sprint 2 Sprint 2
Sprint 3 Sprint 3
Sprint 4 Go Live
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13. New staff…
13

14. For staff…
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15. A new mobilised workforce…
HOME: OFFICE:
38% 46%
- 6%
Users accessing Web-Based email +36%
OTHER: 16%
COMMUNICATION
How Mobile INFORMATION MANAGEMENT
workers are using WEB CONFERENCING
Smartphones… NOTE-TAKING
OFFICE SUITES
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16. Staff will demand more…
1 2
SOCIAL REAL TIME
Interaction with Access to real time
colleagues globally at information and
the tap of a finger. reporting in the palm
of their hand.
3 4
CONTROL NOTIFICATIONS
Ability to respond and Notified of what to do
make things happen and when to do it.
without using a This extends to direct
PC/laptop. reports.
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17. Will deliver significant benefits…
£
• More Mobile = Less Cash and Paper
• Cash is expensive to manage and maintain
• Cost and environmental footprint reduction
• BYOD = Cost Reduction
• Less will be spent on property and equipment
• Work from home = Less Property
• More Mobile = Anytime, Anywhere
24/7 • Greater staff productivity and accountability
• Better interaction and speed of communication
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18. Key takeaways…
1. Customers will be able to bank anywhere
2. Everything will be smart , connected and online
3. The banks business model will need to change
4. New staff will be hired – must be ‘mobile savvy’
5. Mobile will also be leverage for staff productivity
6. Mobile will reach vertically and horizontally
7. Embrace it!
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