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UX TRENDSIN ONLINE BANKING 2011WESSEL VAN LEEUWEN  UX Trends in Banking | August 3, 2011 | @wrvl
Our latest white paper isavailable for download athttp://banking.backbase.com/adv/ux-whitepaper.php    UX Trends in Bankin...
Retail Banks have a greatlyoverlapping portfolio.What makes a bank stand out?  UX Trends in Banking | August 3, 2011 | @wrvl
User ExperienceUX Trends in Banking | August 3, 2011 | @wrvl
A NEGATIVE EXPERIENCE WITH A ROUTINE TASK CAN HAVE BIG IMPACT      UX Trends in Banking | August 3, 2011 | @wrvl
vimeo.com/19131028UX Trends in Banking | August 3, 2011 | @wrvl
Banking: 7thposition inCustomerExperience  UX Trends in Banking | August 3, 2011 | @wrvl                                  ...
Customersexpect superior  experiences  UX Trends in Banking | August 3, 2011 | @wrvl                                      ...
UX Trends in Banking | August 3, 2011 | @wrvl
WHY USER EXPERIENCE?Poor usability…= (-) emotion= (+) confusion (+) frustration= (-) association (+) memory creation= (+) ...
BANKING:THE TOP 5 TRENDS   UX Trends in Banking | August 3, 2011 | @wrvl
TREND                            #1UX COMPETENCE ON THE RISE
UX MATURITY MODEL                                                 STRATEGY                                                ...
http://www.flickr.com/photos/25153616@N00/47123903HYGIENE UX Trends in Banking | August 3, 2011 | @wrvl
HOW HYGIENE WORKS                                                                        Time per interaction (efficiency)...
AROUND GOLIVE: HYGIENE                                                 UX sweeps                HIGH               LOW UX ...
UX MATURITY: STRATEGY UX Trends in Banking | August 3, 2011 | @wrvl
TREND                       #2MOBILE BRINGS FOCUS.
(WHAT IS MOBILE, ANYWAY?)Desktop                                         Couch     1 eye, 1 thumb surfing                 ...
“MOBILE FIRST”Constraints screen size                                                 =   focus speed context scattered at...
UX Trends in Banking | August 3, 2011 | @wrvl
UX Trends in Banking | August 3, 2011 | @wrvl
UX Trends in Banking | August 3, 2011 | @wrvl
MANTRA: MOBILE FIRST                                                       Luke Wroblewski:                               ...
TREND                       #3THE NATIVE APPS TRAP
Customers need ubiquityBut how can you support alloperating systems and devices?UX Trends in Banking | August 3, 2011 | @w...
NATIVE APPS ARE MOVING TO WEB APPS    The web app                                 The Native appUX Trends in Banking | Aug...
WIDGETS / HTML 5                         SOCIAL NETWORKS        BANKING WEBSITE    FRONT                                  ...
No App store                           No Vibration         Ltd Local Cache                                           No C...
Native App Wrapper                     With App store                                  With Vibration          With Local ...
TREND                                           #4EVERYBODY WANTS PERSO-NAL FINANCE MANAGEMENT                         htt...
EXAMPLES OF CURRENT BANK PFM                                                            (automated) tagging               ...
EXAMPLES OF CURRENT BANK PFM                                                    Forecasting   Socialbenchmarking    UX Tre...
BANK CUSTOMER INTEREST IN PFM  Local research for viability of a PFM (TNS FINANCE):  75% uses IB to keep track of expenses...
- Customers want it.- Banks want it.- Customers want their bank to have it.- It exists out there.…So where are the PFM‟s? ...
TREND                                                              #5     OPEN AND CLOSEDENVIRONMENTS ARE MERGING   http:/...
THE OPEN AND THE CLOSED ENVIRONMENT:THE UNHAPPY MARRIAGE  UX Trends in Banking | August 3, 2011 | @wrvl
WE LOVETRANSACTIONS- 86% of the visits goes  straight to IB- checking balance and quick  payments: users are shifting  fro...
Towards Seamless user journeys(from anonymous to personal) UX Trends in Banking | August 3, 2011 | @wrvl
JOURNEYS FROM OPEN TO CLOSED                                             The (social) web                                 ...
EMERGING „SEAMLESS‟ PATTERNSPersonal                         Public  stuff                           stuff                ...
TRENDS: SUMMARY1 UX competence on the rise2 Mobile brings focus3 The native apps trap4 Everybody wants PFM5 Open and close...
UX PRINCIPLES  UX Trends in Banking | August 3, 2011 | @wrvl
Design principles are the guiding lightsthat you design with.These are the things you base decisionson, vet any ideas agai...
PRINCIPLE#1                                                Understand your                                                ...
USAA UX Trends in Banking | August 3, 2011 | @wrvl
USER CENTERED DESIGN IN PRACTICE1 Persona2 Life event they are facing3 Goals they have4 Happy flow to get there5 Alternati...
PRINCIPLE#2                                               Use Visual Hierarchy                                            ...
NOT SO GOOD VISUAL HIERARCHY… UX Trends in Banking | August 3, 2011 | @wrvl
GOOD VISUAL HIERARCHY UX Trends in Banking | August 3, 2011 | @wrvl
UNCLEAR PATH TO COMPLETION… UX Trends in Banking | August 3, 2011 | @wrvl
CLEAR PATH TO COMPLETION. UX Trends in Banking | August 3, 2011 | @wrvl
PRINCIPLE#3                                               Think about progressive                                         ...
DIFFERENT NEEDS FOR DIFFERENT LEVELS OF EXPERTISEBeginning user                                     Intermediate   Advance...
WHAT ARE THE COMMON QUESTIONS?Beginning user                                       Intermediate             Advanced user ...
UI PERSONALIZATION: ADVANCED USERS UX Trends in Banking | August 3, 2011 | @wrvl
UX Trends in Banking | August 3, 2011 | @wrvl
PRINCIPLE#4                                               Understand                                                 Custo...
1.People are real.People want a relationship that works best for them.  UX Trends in Banking | August 3, 2011 | @wrvl     ...
2.People rely on trust.People only do business with credible partners.   UX Trends in Banking | August 3, 2011 | @wrvl    ...
3.People communicate.People share stuff about themselves, and expect the same in return.  UX Trends in Banking | August 3,...
4.People have a life.Don‟t waste their time with irrelevant messages.Engage with messages that relate to them.  UX Trends ...
5.People don’t forget.They want a memorable time they can treasure and SHARE.  UX Trends in Banking | August 3, 2011 | @wr...
PRINCIPLE#5                                               Plan a little –                                                 ...
PROTOTYPING CAN BE EASY.- Keynotopia is great.- 5 users is enough- Test with simple tasks  („change the payment alert)  UX...
PRINCIPLE#6                                               Designers:                                                 go wi...
THINK IN BREAKPOINTS 0px                           600px             900px   We have no idea UX Trends in Banking | August...
SEPARATE LAYOUTS PER BREAK POINT  0px                           600px             900px   We have no ideaStructured conten...
PRINCIPLES: SUMMARY FORBANKING PROJECTS1 Understand your audience and intent2 Use Visual Hierarchy.3 Think about progressi...
Thanks.WESSEL VAN LEEUWEN | wessel@backbase.com | @wrvl | +316 41 1853 41UX Trends in Banking | August 3, 2011 | @wrvl
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User Experience Trends in Banking

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Wessel van Leeuwen presenting User Experience Trends in Banking. Sharing the Top 5 trends in online banking and user experience design as well as the top 5 UX principles.

Veröffentlicht in: Business, Wirtschaft & Finanzen
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User Experience Trends in Banking

  1. 1. UX TRENDSIN ONLINE BANKING 2011WESSEL VAN LEEUWEN UX Trends in Banking | August 3, 2011 | @wrvl
  2. 2. Our latest white paper isavailable for download athttp://banking.backbase.com/adv/ux-whitepaper.php UX Trends in Banking | August 3, 2011 | @wrvl
  3. 3. Retail Banks have a greatlyoverlapping portfolio.What makes a bank stand out? UX Trends in Banking | August 3, 2011 | @wrvl
  4. 4. User ExperienceUX Trends in Banking | August 3, 2011 | @wrvl
  5. 5. A NEGATIVE EXPERIENCE WITH A ROUTINE TASK CAN HAVE BIG IMPACT UX Trends in Banking | August 3, 2011 | @wrvl
  6. 6. vimeo.com/19131028UX Trends in Banking | August 3, 2011 | @wrvl
  7. 7. Banking: 7thposition inCustomerExperience UX Trends in Banking | August 3, 2011 | @wrvl http://experiencematters.wordpress.com/2010/01/11/forrester‟s-2010-customer-experience-
  8. 8. Customersexpect superior experiences UX Trends in Banking | August 3, 2011 | @wrvl Image from: fli
  9. 9. UX Trends in Banking | August 3, 2011 | @wrvl
  10. 10. WHY USER EXPERIENCE?Poor usability…= (-) emotion= (+) confusion (+) frustration= (-) association (+) memory creation= (+) abandonment (+) no return= $0 UX Trends in Banking | August 3, 2011 | @wrvl 1
  11. 11. BANKING:THE TOP 5 TRENDS UX Trends in Banking | August 3, 2011 | @wrvl
  12. 12. TREND #1UX COMPETENCE ON THE RISE
  13. 13. UX MATURITY MODEL STRATEGY HYGIENE UX Trends in Banking | August 3, 2011 | @wrvl
  14. 14. http://www.flickr.com/photos/25153616@N00/47123903HYGIENE UX Trends in Banking | August 3, 2011 | @wrvl
  15. 15. HOW HYGIENE WORKS Time per interaction (efficiency) Usability issues Failure line ( Abandonment) Frustration line (irritation, insatisfaction) Inefficiency line (waiting, crankyness) Neutral expectations line Time of usageUsers can accept some issues, but the negative experience accumulates UX Trends in Banking | August 3, 2011 | @wrvl
  16. 16. AROUND GOLIVE: HYGIENE UX sweeps HIGH LOW UX Trends in Banking | August 3, 2011 | @wrvl
  17. 17. UX MATURITY: STRATEGY UX Trends in Banking | August 3, 2011 | @wrvl
  18. 18. TREND #2MOBILE BRINGS FOCUS.
  19. 19. (WHAT IS MOBILE, ANYWAY?)Desktop Couch 1 eye, 1 thumb surfing surfing surfingUX Trends in Banking | August 3, 2011 | @wrvl
  20. 20. “MOBILE FIRST”Constraints screen size = focus speed context scattered attention UX Trends in Banking | August 3, 2011 | @wrvl
  21. 21. UX Trends in Banking | August 3, 2011 | @wrvl
  22. 22. UX Trends in Banking | August 3, 2011 | @wrvl
  23. 23. UX Trends in Banking | August 3, 2011 | @wrvl
  24. 24. MANTRA: MOBILE FIRST Luke Wroblewski: Web products should be designed for mobile first (even if no mobile version is planned) UX Trends in Banking | August 3, 2011 | @wrvl Shamelessly stolen from Luke Wroblewski, mobilism 2011
  25. 25. TREND #3THE NATIVE APPS TRAP
  26. 26. Customers need ubiquityBut how can you support alloperating systems and devices?UX Trends in Banking | August 3, 2011 | @wrvl
  27. 27. NATIVE APPS ARE MOVING TO WEB APPS The web app The Native appUX Trends in Banking | August 3, 2011 | @wrvl
  28. 28. WIDGETS / HTML 5 SOCIAL NETWORKS BANKING WEBSITE FRONT OFFICE UNIFIED DESKTOPThe solution: Widgets & HTML 5Widgets can contain any application and are reusable, This makes widgetsthe best solution for the mobile challenge, for both the web and native apps.UX Trends in Banking | August 3, 2011 | @wrvl
  29. 29. No App store No Vibration Ltd Local Cache No Camera Ltd Geo Location No Sound HTML 5 APPCreating a mobile web-app with Widgets & HTML 5For most mobile scenarios access to local functionality andhardware is not necessary.UX Trends in Banking | August 3, 2011 | @wrvl
  30. 30. Native App Wrapper With App store With Vibration With Local Cache With Camera With Geo Location With Sound HTML 5 APPThe hybrid solution: the Native App WrapperBest of both worlds, as long as the browsers are lacking in features.Access to local functionality and hardware. Ability to publishin the Apple App Store or Android Market.UX Trends in Banking | August 3, 2011 | @wrvl
  31. 31. TREND #4EVERYBODY WANTS PERSO-NAL FINANCE MANAGEMENT http://www.flickr.com/photos/bubazzo/3237768
  32. 32. EXAMPLES OF CURRENT BANK PFM (automated) tagging budgets Account aggregation Saving goals UX Trends in Banking | August 3, 2011 | @wrvl
  33. 33. EXAMPLES OF CURRENT BANK PFM Forecasting Socialbenchmarking UX Trends in Banking | August 3, 2011 | @wrvl
  34. 34. BANK CUSTOMER INTEREST IN PFM Local research for viability of a PFM (TNS FINANCE): 75% uses IB to keep track of expenses 63% of young families wonders where the money goes 45% has savings goals 50% likes to benchmark expense patterns 40% is likely to use a PFM UX Trends in Banking | August 3, 2011 | @wrvlhttp://cdn.pressdoc.com/7221/documents/1711-1281968341-Onderzoeksresultaten_Persoonlijke_financien_-_inzicht_en_overzicht.pdf
  35. 35. - Customers want it.- Banks want it.- Customers want their bank to have it.- It exists out there.…So where are the PFM‟s? UX Trends in Banking | August 3, 2011 | @wrvl
  36. 36. TREND #5 OPEN AND CLOSEDENVIRONMENTS ARE MERGING http://www.flickr.com/photos/darrenwoolridge/4699664505/
  37. 37. THE OPEN AND THE CLOSED ENVIRONMENT:THE UNHAPPY MARRIAGE UX Trends in Banking | August 3, 2011 | @wrvl
  38. 38. WE LOVETRANSACTIONS- 86% of the visits goes straight to IB- checking balance and quick payments: users are shifting from desktop to their phone apps UX Trends in Banking | August 3, 2011 | @wrvl
  39. 39. Towards Seamless user journeys(from anonymous to personal) UX Trends in Banking | August 3, 2011 | @wrvl
  40. 40. JOURNEYS FROM OPEN TO CLOSED The (social) web Bank public environment Bank personal environment Bank transactionsClose to Close to Bank’s my life core business UX Trends in Banking | August 3, 2011 | @wrvl 4
  41. 41. EMERGING „SEAMLESS‟ PATTERNSPersonal Public stuff stuff Public stuff UX Trends in Banking | August 3, 2011 | @wrvl
  42. 42. TRENDS: SUMMARY1 UX competence on the rise2 Mobile brings focus3 The native apps trap4 Everybody wants PFM5 Open and closed are merging UX Trends in Banking | August 3, 2011 | @wrvl 42
  43. 43. UX PRINCIPLES UX Trends in Banking | August 3, 2011 | @wrvl
  44. 44. Design principles are the guiding lightsthat you design with.These are the things you base decisionson, vet any ideas against and inspire yourdesigns.UX Trends in Banking | August 3, 2011 | @wrvl 4
  45. 45. PRINCIPLE#1 Understand your audience and intent UX Trends in Banking | August 3, 2011 | @wrvl
  46. 46. USAA UX Trends in Banking | August 3, 2011 | @wrvl
  47. 47. USER CENTERED DESIGN IN PRACTICE1 Persona2 Life event they are facing3 Goals they have4 Happy flow to get there5 Alternative scenarios to get there UX Trends in Banking | August 3, 2011 | @wrvl
  48. 48. PRINCIPLE#2 Use Visual Hierarchy to guide the eye. UX Trends in Banking | August 3, 2011 | @wrvl
  49. 49. NOT SO GOOD VISUAL HIERARCHY… UX Trends in Banking | August 3, 2011 | @wrvl
  50. 50. GOOD VISUAL HIERARCHY UX Trends in Banking | August 3, 2011 | @wrvl
  51. 51. UNCLEAR PATH TO COMPLETION… UX Trends in Banking | August 3, 2011 | @wrvl
  52. 52. CLEAR PATH TO COMPLETION. UX Trends in Banking | August 3, 2011 | @wrvl
  53. 53. PRINCIPLE#3 Think about progressive disclosure UX Trends in Banking | August 3, 2011 | @wrvl
  54. 54. DIFFERENT NEEDS FOR DIFFERENT LEVELS OF EXPERTISEBeginning user Intermediate Advanced user user UX Trends in Banking | August 3, 2011 | @wrvl
  55. 55. WHAT ARE THE COMMON QUESTIONS?Beginning user Intermediate Advanced user user• What‟s going on here? • I know it is exists, • Can I use a shortcut?• What‟s in it for me? …but where? • Can I personalize?• How does it work? • How did I do this • Can I work faster? again…? UX Trends in Banking | August 3, 2011 | @wrvl
  56. 56. UI PERSONALIZATION: ADVANCED USERS UX Trends in Banking | August 3, 2011 | @wrvl
  57. 57. UX Trends in Banking | August 3, 2011 | @wrvl
  58. 58. PRINCIPLE#4 Understand Customer Engagement UX Trends in Banking | August 3, 2011 | @wrvl
  59. 59. 1.People are real.People want a relationship that works best for them. UX Trends in Banking | August 3, 2011 | @wrvl 5
  60. 60. 2.People rely on trust.People only do business with credible partners. UX Trends in Banking | August 3, 2011 | @wrvl 6
  61. 61. 3.People communicate.People share stuff about themselves, and expect the same in return. UX Trends in Banking | August 3, 2011 | @wrvl 6
  62. 62. 4.People have a life.Don‟t waste their time with irrelevant messages.Engage with messages that relate to them. UX Trends in Banking | August 3, 2011 | @wrvl 6
  63. 63. 5.People don’t forget.They want a memorable time they can treasure and SHARE. UX Trends in Banking | August 3, 2011 | @wrvl 6
  64. 64. PRINCIPLE#5 Plan a little – prototype the rest UX Trends in Banking | August 3, 2011 | @wrvl
  65. 65. PROTOTYPING CAN BE EASY.- Keynotopia is great.- 5 users is enough- Test with simple tasks („change the payment alert) UX Trends in Banking | August 3, 2011 | @wrvl
  66. 66. PRINCIPLE#6 Designers: go with the flow UX Trends in Banking | August 3, 2011 | @wrvl
  67. 67. THINK IN BREAKPOINTS 0px 600px 900px We have no idea UX Trends in Banking | August 3, 2011 | @wrvl
  68. 68. SEPARATE LAYOUTS PER BREAK POINT 0px 600px 900px We have no ideaStructured content firstFluid layouts UX Trends in Banking | August 3, 2011 | @wrvl
  69. 69. PRINCIPLES: SUMMARY FORBANKING PROJECTS1 Understand your audience and intent2 Use Visual Hierarchy.3 Think about progressive disclosure4 Understand customer engagement5 Plan a little, prototype the rest6 Designers: go with the flow UX Trends in Banking | August 3, 2011 | @wrvl 69
  70. 70. Thanks.WESSEL VAN LEEUWEN | wessel@backbase.com | @wrvl | +316 41 1853 41UX Trends in Banking | August 3, 2011 | @wrvl

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