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Līga Lētiņa
@ligaletina
Inga Gailīte

CASE STUDY: BUILDING
AN ONLINE BANKING USER
EXPERIENCE IN LATVIA
63

%

OF CONSUMERS ARE WILLING TO VIRTUALLY
MEET WITH A FINANCIAL ADVISOR

34%

46%

48%

30%

WOULD VIDEO CHAT WITH
A FI...
— BUSINESS
CHALLENGE
— NUMBER OF BANKS USED BY DNB CLIENT

22%

Only DNB online banking

46%

2 banks

27%

3 banks

5%

4 or more

Source: DNB...
— HOW TO ACHIEVE IT?
BANKING SOLUTION DESIGNER
DNB NORWAY ONLINE BANKING
— HOW TO ACHIEVE IT?
BANKING SOLUTION DESIGNER
DNB NORWAY ONLINE BANKING
CREATIVE WEB AGENCY
— HOW WE HELPED
PERCEPTION OF MONEY
LV98RIKO9012345678909

500.00 EUR

LV12RIKO1234543212343

1072.00 EUR

LV12RIKO1234543212343

1500.00 ...
PERCEPTION OF MONEY
MY SALARY
MY CREDIT CARD

500.00 EUR
1072.00 EUR

HOLIDAYS IN JAMAICA 1500.00 EUR
— CAN I DO IT
FAST ENOUGH?
— HOW OFTEN DO YOU USE
ONLINE BANKING?
45%

Once a day
1-6 times a week
1-3 times in a month
fewer than once a month
don’t...
3 MOST USED FEATURES
83%
90%

Account Balance

49%

Domestic Payment

87%
40%

Transaction history

83%
0%

23%

Private

...
— FOCUS ON THE MAIN - 

REMOVE DISTRACTIONS
— FOCUS ON THE MAIN - 

REMOVE DISTRACTIONS
— WHEN DESIGNING DATA

THERE IS NO SUCH 

A THING AS AVERAGE
— CHALLENGE OF

DESIGNING DATA
Accountant

Student

Housewife

Businessman

Architect
Senior
— TIME &
TECHNOLOGY CHANGE
— PROJECT

SCOPE
120 screens
7787 hours

26 users!
tested

18 months
50 people

3 month
testing
… AND THEN YOU LAUNCH IT
— Your new Internet bank
version is really great! Your
customers have deserved it! :)
— I logged in to DNB internet
bank. ...
— RETURN OF 

INVESTMENT
64%
LIKE NEW INTERFACE BETTER

59%
LIKE USABILITY

85%
LOVE AUTOCOMPLETE

Source: DNB Customer survey, February 2014
- 27%
+16%

TIME OF CONSULTANCY ON ONLINE BANKING

ACTIVE USER GROWTH
Source: DNB
WHAT’S NEXT?
— SUMMARY
USE STATISTICS
QUESTION WHY & HOW
DESIGN WITH REAL DATA
ADD PERSONAL TOUCH
MEASURE RESULTS
THANK
YOU!

https://ib.dnb.lv/

INGA
GAILĪTE

LĪGA
LĒTIŅA

WWW. DNB.LV

WWW. CUBESYSTEMS.LV
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
Case study: Building Online Banking User Experience
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Case study: Building Online Banking User Experience

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UX case study of building DNB Latvia Online banking UI (user interface) and user experience. Case study presented at UX Riga 2014 conference.

Veröffentlicht in: Technologie

Case study: Building Online Banking User Experience

  1. 1. Līga Lētiņa @ligaletina Inga Gailīte CASE STUDY: BUILDING AN ONLINE BANKING USER EXPERIENCE IN LATVIA
  2. 2. 63 % OF CONSUMERS ARE WILLING TO VIRTUALLY MEET WITH A FINANCIAL ADVISOR 34% 46% 48% 30% WOULD VIDEO CHAT WITH A FINANCIAL ADVISOR WOULD OPEN AN ACCOUNT VIRTUALLY WOULD GET/CLOSE A LOAN VIRTUALLY USE FINANCIAL MOBILE APPS Source: Cisco Customer Experience Report of Retail banking, USA, April 2013
  3. 3. — BUSINESS CHALLENGE
  4. 4. — NUMBER OF BANKS USED BY DNB CLIENT 22% Only DNB online banking 46% 2 banks 27% 3 banks 5% 4 or more Source: DNB Research
  5. 5. — HOW TO ACHIEVE IT? BANKING SOLUTION DESIGNER DNB NORWAY ONLINE BANKING
  6. 6. — HOW TO ACHIEVE IT? BANKING SOLUTION DESIGNER DNB NORWAY ONLINE BANKING CREATIVE WEB AGENCY
  7. 7. — HOW WE HELPED
  8. 8. PERCEPTION OF MONEY LV98RIKO9012345678909 500.00 EUR LV12RIKO1234543212343 1072.00 EUR LV12RIKO1234543212343 1500.00 EUR
  9. 9. PERCEPTION OF MONEY MY SALARY MY CREDIT CARD 500.00 EUR 1072.00 EUR HOLIDAYS IN JAMAICA 1500.00 EUR
  10. 10. — CAN I DO IT FAST ENOUGH?
  11. 11. — HOW OFTEN DO YOU USE ONLINE BANKING? 45% Once a day 1-6 times a week 1-3 times in a month fewer than once a month don’t use online banking 24% 5% 6% 20% Source: TNS Latvia Digital, Fall 2013, Internet users Once a day
  12. 12. 3 MOST USED FEATURES 83% 90% Account Balance 49% Domestic Payment 87% 40% Transaction history 83% 0% 23% Private 45% 68% 90% Business Source: DNB
  13. 13. — FOCUS ON THE MAIN - 
 REMOVE DISTRACTIONS
  14. 14. — FOCUS ON THE MAIN - 
 REMOVE DISTRACTIONS
  15. 15. — WHEN DESIGNING DATA
 THERE IS NO SUCH 
 A THING AS AVERAGE
  16. 16. — CHALLENGE OF
 DESIGNING DATA Accountant Student Housewife Businessman Architect Senior
  17. 17. — TIME & TECHNOLOGY CHANGE
  18. 18. — PROJECT
 SCOPE 120 screens 7787 hours 26 users! tested 18 months 50 people 3 month testing
  19. 19. … AND THEN YOU LAUNCH IT
  20. 20. — Your new Internet bank version is really great! Your customers have deserved it! :) — I logged in to DNB internet bank. Beauty overall – my mood risen. It’s really very convenient product. RESPECT! Source: DNB Customer service
  21. 21. — RETURN OF 
 INVESTMENT
  22. 22. 64% LIKE NEW INTERFACE BETTER 59% LIKE USABILITY 85% LOVE AUTOCOMPLETE Source: DNB Customer survey, February 2014
  23. 23. - 27% +16% TIME OF CONSULTANCY ON ONLINE BANKING ACTIVE USER GROWTH Source: DNB
  24. 24. WHAT’S NEXT?
  25. 25. — SUMMARY USE STATISTICS QUESTION WHY & HOW DESIGN WITH REAL DATA ADD PERSONAL TOUCH MEASURE RESULTS
  26. 26. THANK YOU! https://ib.dnb.lv/ INGA GAILĪTE LĪGA LĒTIŅA WWW. DNB.LV WWW. CUBESYSTEMS.LV

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