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10 Great Tablet Banking Features Enhancing The Customer Experience

By Meaghan Johnson, Senior Consultant at Mapa Research

Subscribe TodayInnovation within the tablet banking space has been proliferating over the past 12-24 months. Banks are shifting their focus on providing customers with a high level of personalization and adding features and functionality that incorporate many aspects of the branch experience that were previously unavailable in the mobile channel. Design and usability continue to be at the heart of whether an application is successful or not. Below are examples of ten tablet banking features that are truly enhancing the user experience.

1. Personalization – Jyske Bank (Denmark)

Jyske allows users to personalize widgets to view account balances, latest transactions, upcoming transactions and a link to pay favorite payees. Users add widgets by tapping the “plus” sign, and can be rearranged and personalized.

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( Read More: iPhone, iPad Video Banking Could Spell The End For Branches )

2. Advisor Access – Société Générale (France)

The bank integrates secure messaging into its tablet apps, a great example of extending a useful service generally confined to the PC space into the tablet channel. In the secure space, users can send a new message; receive messages and save draft messages.

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3. Native Tablet Features – Westpac (Australia)

The app has incorporated a drag and drop feature which allows customers to drag the account they wish to transact from and drop it into a transaction category (transfer funds and external payments). This saves time and is a good example of capitalizing on native tablet features.

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4. Social Media Integration – BNP Paribas (France)

A good example of how your social media activities can be feathered into your tablet app. BNP Paribas incorporate live Twitter feeds into its app in a visually appealing way.

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( Read More: Innovation, iPads Transform Experience at DBS Flagship Branch )

5. Social Media Sharing – KBC (Belgium)

KBC allows customers to share their savings goals on Facebook and ask friend to help save, a good example of using social media to increase revenue.

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6. Instructions and Guidance – American Express (US)

American Express: Help and Guidance: first time users of the app have visual sign-posting of the app features, including what is new. Directions are provided where relevant, e.g. “Tap to highlight a previous statement you want to display.”

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7. Live Chat – BNP Paribas (France)

BNP Paribas offers a live chat service within the tablet banking app. The chat service is unique in that the advisor can assist in product applications.

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8. PFM – Nykredit (Denmark)

Customers can track spend by geography and category. Providing customers with this feature is a growing trend in a number of markets, allowing users to engage in a more effective management of their transactions. Below, users can view detailed spend at a particular retailer, for example “Your purchases at Irma represent 4% of all your grocery shopping during February.”

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( Read More: Barclays Goes All-In With 8,500 iPads for Frontline Branch Staff )

9. Video – Swedbank (Sweden)

Swedbank provides a link to a live stream to Swedbank Direkt, a regular broadcast TV service for its share dealing customers.

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10. Rich Graphics – Citibank (US)

Customers can track and view images of processed checks – a feature unique to the tablet app. Checks are commonly used in the US market, demonstrating its ability to capitalize on a market specific trend.

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( Read More: Beyond Mobile Banking: Building New Consumer Apps )


Meaghan Johnson is a Senior Consultant at Mapa Research, and provides research and consultancy services across tablet banking internet banking, credit cards and global innovation. She leads the delivery of research to UK clients and is the product manager of a number of Mapa’s dashboard reports. Mapa Research has been providing research and benchmarking services for the last 15 years to financial services clients in the UK and globally.

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