1 The Case: Danske Bank Biggest bank in Denmark: 6,000 employees - - PowerPoint PPT Presentation

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1 The Case: Danske Bank Biggest bank in Denmark: 6,000 employees - - PowerPoint PPT Presentation

Feb 18, 2024 179 likes •859 views

1 The Case: Danske Bank Biggest bank in Denmark: 6,000 employees in DK Founded in 1871 20,000 employees worldwide 2.2 mill customers Operating in 15 countries 300 branches 2 Goals of the Project Make the first and

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The Case: Danske Bank

  • Biggest bank in Denmark:

–Founded in 1871 –2.2 mill customers –300 branches

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–6,000 employees in DK –20,000 employees worldwide –Operating in 15 countries

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Goals of the Project

  • Make the first and best mobile bank in Denmark
  • Success criteria:

–10,000 downloads –5 enquiries

  • Core values:

–Expertise –Integrity –Value creation –Commitment –Availability

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User demands

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Case Characteristics

  • Well known topic

–Private basic banking –4 mill. do online banking

  • Functionality well defined

–View accounts –View transactions –Pay bills –Transfer money –Contact –Currency

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  • Existing service

–Online banking (2000) –Mobile banking (2003)

  • Two platforms

–iPhone –Android

  • Agile development

–SCRUM

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Challenges

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Challenges

  • Are use patterns and user needs

the same on a different platform?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

  • Can we make use of the new platform

when a lot of the functionality is fixed?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

  • Can we make use of the new platform

when a lot of the functionality is fixed?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

  • Can we make use of the new platform

when a lot of the functionality is fixed?

  • How to avoid designers delaying developers?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

  • Can we make use of the new platform

when a lot of the functionality is fixed?

  • How to avoid designers delaying developers?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

  • Can we make use of the new platform

when a lot of the functionality is fixed?

  • How to avoid designers delaying developers?
  • How do we test under an NDA?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

  • Can we make use of the new platform

when a lot of the functionality is fixed?

  • How to avoid designers delaying developers?
  • How do we test under an NDA?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

  • Can we make use of the new platform

when a lot of the functionality is fixed?

  • How to avoid designers delaying developers?
  • How do we test under an NDA?
  • How do we test when we can’t test “live”?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

  • Can we make use of the new platform

when a lot of the functionality is fixed?

  • How to avoid designers delaying developers?
  • How do we test under an NDA?
  • How do we test when we can’t test “live”?

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Challenges

  • Are use patterns and user needs

the same on a different platform?

  • Can we make use of the new platform

when a lot of the functionality is fixed?

  • How to avoid designers delaying developers?
  • How do we test under an NDA?
  • How do we test when we can’t test “live”?
  • Fixed release date

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SCRUM process

  • Estimating: Proof of Concept
  • Product backlog: Making it reflect UX
  • Sprint: Working separately on UX
  • Roles: How clear roles help UX
  • Product owner: Prioritising UX
  • Testing: When to

start testing UX

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Sprint meeting

  • Sprint review:

–Review the work done –Demo

  • Clarifications and alignment
  • Sprint retrospective
  • Sprint Planning:

–Decide the work to be done –Make a sprint backlog

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Time Planning Example

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Design Clarify, correct Test - iPhone Test - Android Development iPhone Development Android Test - iPhone Test - Android Apple Core tehnology, backend etc. Test - Backend 2 week sprint Kickoff Deadline

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Proof of Concept (POC)

  • Three basic work flows

–Log on –Account overview –Currency calculator

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  • 2,5 months
  • Timeboxed
  • Design included
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User Needs

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User Needs

  • Use patterns (online & mobile)

–1.2 mill customers on online banking –7.5 mill logons per month –Loads of detailed numbers on actual use

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User Needs

  • Use patterns (online & mobile)

–1.2 mill customers on online banking –7.5 mill logons per month –Loads of detailed numbers on actual use

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User Needs

  • Use patterns (online & mobile)

–1.2 mill customers on online banking –7.5 mill logons per month –Loads of detailed numbers on actual use

  • Survey: 70+% want to use mobile banking daily

–51% to view account balance –40% to transfer money –32% to pay bills –31% to see transactions

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User Hindrances

“But what about security??”

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  • 37% worry about the

security of a mobile bank app

  • Two factor login based on:

–Social security –4-digit service code –NemID (Danish paper based security solution)

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The Design Process

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The Design Process

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Sketching

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The Design Process

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Sketching Wireframing

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The Design Process

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Sketching Wireframing Graphics

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Design Versions

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Design Versions

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Design Versions

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Design Versions

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Design Versions

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Making Use of the Platform

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Making Use of the Platform

  • GPS

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Making Use of the Platform

  • GPS

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  • Camera
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Making Use of the Platform

  • GPS

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  • Camera
  • Mobility
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Testing Challenges

  • NDAs

–Secret due to competition –The surprise element –Control the publication

  • Security issues

–Live data not possible –Jeopardising customers finances –Risking the business’s economy and reputation

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But how do we test then??

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Working Around the NDA

  • Continuous testing every sprint
  • Internal testers (app. 50)
  • Time dedicated to testing
  • Test cases
  • Automatic tests
  • Heuristic inspection

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Working Around Security

  • Test environment

–Dummy data –Available from everywhere

  • System environment

–Real data, but not live –Available only in the bank and our office

  • Production environment

–Real live data –Available everywhere, to everyone!

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Feedback system

  • What (headline)?
  • Which platform?
  • Which version of the app?
  • Who should deal with it?
  • Description
  • Attachments

–Screens –Pictures –Documents

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Timeline

  • Jan - Mar 2010: Proof of Concept
  • May - Sept 2010: Basic banking
  • Sept - Dec 2010: Pay bills by camera
  • Jan - May 2011: Investment
  • June - Nov 2011: iPad banking
  • Jan - May 2012: Investment for iPad
  • Jan - May 2012: New visual design for smartphone
  • Mar - ??? 2012: Windows Phone 7 version

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Timeline

  • Jan - Mar 2010: Proof of Concept
  • May - Sept 2010: Basic banking
  • Sept - Dec 2010: Pay bills by camera
  • Jan - May 2011: Investment
  • June - Nov 2011: iPad banking
  • Jan - May 2012: Investment for iPad
  • Jan - May 2012: New visual design for smartphone
  • Mar - ??? 2012: Windows Phone 7 version

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Crowd sourcing & Social Media

  • Facebook idea bank

–263 ideas –3,109 votes

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Crowd sourcing & Social Media

  • Facebook idea bank

–263 ideas –3,109 votes

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Crowd sourcing & Social Media

  • Facebook idea bank

–263 ideas –3,109 votes

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  • iPad

–165 ideas –4106 votes

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Crowd sourcing & Social Media

  • Facebook idea bank

–263 ideas –3,109 votes

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  • iPad

–165 ideas –4106 votes

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User Inclusion

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How Did It Go?

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How Did It Go?

  • Success Criteria:

–10,000 downloads –5 enquiries

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How Did It Go?

  • Success Criteria:

–10,000 downloads –5 enquiries

  • Actual:

–400,000 downloads –3000+ new customers –3.6 mill logins every month –375,000 transactions (9%)

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How Did It Go?

  • Success Criteria:

–10,000 downloads –5 enquiries

  • Actual:

–400,000 downloads –3000+ new customers –3.6 mill logins every month –375,000 transactions (9%)

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How Did It Go?

  • Success Criteria:

–10,000 downloads –5 enquiries

  • Actual:

–400,000 downloads –3000+ new customers –3.6 mill logins every month –375,000 transactions (9%)

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Press and Rating

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Press and Rating

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Press and Rating

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Press and Rating

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Press and Rating

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Press and Rating

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Press and Rating

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Press and Rating

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Press and Rating

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Press and Rating

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Thank you for your attention

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Questions?

twitter: @jjjtrifork email: jjj@trifork.com