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Innovation in Financial Services

A discussion of trends in innovation management within financial institutions, and the key processes, technology and cultural shifts driving innovation.

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15 June 2010  |  4841 views  |  1

The number of Internet banking users grew rapidly in the past years. There are users, who are not really tech-savvy or accountant type, but more common people, who have very limited time to get used to the Internet banking in general. Moreover, usually the banks' online applications are 100% reflecting the banking language, which is rather hard to understand for people who does not have time to learn this also. So in my customer-driven future vision the online banking application has to have the following characteristics:

- Supersimple langauge, which is not written by bankers.
- Supersimple GUI, at least for the start page, where the customers can access the "killer apps", like balances, bill payment, money transfer, full stop.
- A GUI which resembles to the GUI of another software which is used massively by the customers of the bank (Facebook, Windows 7, MacOS, YouTube, Firefox, Google etc.). The benefit is obvious, the users does not have to learn something new, they will find things easily.
- Wizard-like forms, which does not look like core banking screens.
- Visual data presentation, which answers basic questions of the customer, like: "Do I overspend monthly?", "Can I afford to buy this?", "How can I save some money?"

I am not sure if there is an online banking application which can deliver this to me, but I will keep searching for the perfection.

Which bank do you consider as an innovator in the online usability improvements?


Comments: (1)

Dave Barnes - . - Edinburgh | 18 June, 2010, 13:41

Couldn't agree more.

Have you seen www.oneaccount.com I think it does all of the above, and generally on the first page too.

Obviously written by people that were customers rather than bankers. You do need a mortgage though, but it has some real advantages there too.

For real simplicity, Natwest and RBS have simple GUI's that are very easy to use. (I'll declare an interest in the RBS one here)


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