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January 8
Banks are feeling pressure from consumers to improve their mobile apps and they are turning to the likes of Amazon and Apple for inspiration.
Amazon, for example, recently introduced a
Banks are also closely monitoring Amazon's recommendations engine, borrowing this predictive modeling approach to generate cash-flow projections for consumers. KeyBank's latest money management app,
Apple, meanwhile, has inspired banks like
"We feel the pressure not just from other banks but from other industries," says Jim Simpson, senior vice president and chief technology officer at City Bank in Lubbock, Texas.
Pressure is also coming from digital startups. The $2.2 billion-asset City Bank is in the midst of an online banking upgrade that Simpson says is in part influenced by the consumer response to features offered by Moven and Simple. Other firms, like Mint, Check and Venmo, offer consumers alternative interfaces to their transaction data that are easier to digest than what's offered by most banks.
In response to all this innovation, financial institutions across the country are
They are purging dense text, simplifying navigation and removing banker jargon across from their mobile and online banking interfaces to avoid missing out on potential business just because the process required too many clicks to, say, get a credit card.
"Design 2.0 is not just branding and colors but the way a modern customer experiences a financial institution," says Ben Rogers, a research director at Filene Research Institute, a think tank for credit unions that is hosting an event on financial services design in March. "It's not just the skin anymore. It's the experience. Yes, it's hard. Yes, there are thorny tech issues and big data issues, but this is where the world is going."
One way banks are streamlining the customer experience is by creating quick balance features that let consumers view their balances without logging into an app.
"Customers don't want giant spreadsheets of what they have done," says Drew Miller, a creative director with frog design in Austin, Texas. "They want somebody to translate the data into something very valuable to them."
Certainly,
"Good design gives people reasons to come back," says
Bankers are finding design muses from outside the industry.
Even weather apps, for example, are becoming more pleasurable to use, Leimer says. The Yahoo app, for example, pulls in weather imagery from the photo-sharing site Flickr to provide an experience more in line with what people want: what the weather actually looks like.
"Why not bring sizzle into the way we look at linear and structured data," says Leimer. "All design should come back to reaching out and understanding what people are doing in other places that are engaging to them."
Leimer's bullish on banks weaving imagery into their apps the way Yahoo has done to draw in new and more frequent users.
Customers, who are already used to taking photos with their smartphones, could add imagery, including receipts, at the point of sale to help them recall what they bought, says Leimer. Simple already offers this ability and reports that customers are happy with the tool, while JPMorgan Chase lets business customers upload receipts to an app in a bid to improve expense reporting.
Banks could also make digital data more interactive by including a map and photos of what a customer bought as visuals to help the person recall where his digital dollars went. "People are taking selfies of themselves dipping fries in ketchup at McDonald's," says Simpson. "It's an engagement point What if we [banks] can engage at transactions? It's what people are doing in the real world on multibillion-dollar apps."
The idea, which would have to be proven out, would give consumers reasons to use the app beyond finding out whether a check cleared and monitoring fraud alerts, adds Simpson.
One hurdle for banks in these efforts is getting design projects prioritized in the long line of more pressing needs, such as complying with new regulations.
Another is that the fintech vendors have yet to make their
Even so, banks are expected to demand that their apps be different from their competitors' eventually.
"The tides are changing," says Simpson. "Instead of a big fintech provider saying, 'Look at what we are doing for you,' mobile bankers are coming on board, saying, 'Look, large provider, I want this. This is what Apple is doing.' "