Mobile visits to the website of first direct are to set to overtake desktop log-ins as consumer enthusiasm for banking-on-the-move picks up speed.
As a First Direct customer, and regular user of their PC log in troute, I believe this is almost entirely down to the fact that they've made logging into First Direct via a PC as difficult and inconvenient as they possibly can with dual authentication and
various other 'security options' required whereas logging in via the mobile app is much easier.
Also as a First Direct customer, I am a great fan of their overall proposition and customer service, but their On-line and Mobile apps now look dated, and the black and white design does not help.
But where is Paym?
Why do they not fix the 3D Secure popup to work even in a vaguely intuative way (I dread using my debit card online)
They are starting to falling behind in the mobile/online space.
I thought I would just try my FD mobile App again, in case I was a little harsh in my previous comment.
Unfortunately my mobile phone (Galaxy S3) had recently reset itself, and the only way to get back into the FD app was to spend 20 minutes on the phone to the FD call centre to re-autenticate the phone.
Come on guys - get with the programme!
I have been a client of First Direct for a long time - I have been in payments for a
very long time. I recently elected to use the secure RSA security code generating app on First Direct for my Web banking service - what a nausea.... poorly designed, onerous password setting controls, and a challenge for the Poor FD Staff
to manage clients through.... I can understand why mobile visits grew dramatically in March... Customers trying to fix problems.... Unbelievably I am now considering moving my bank accounts elsewhere... a complex process still (even with switching) but
the lack of Paym, the clunky app, and the technical delivery have started to overcome my complete satisfaction with FD and its staff as the worlds best telephone bank... PS FD, colour is no more expensive on a mobile than Black and white.... FD head of marketing.... I
know Its not 'brand' consistent- But you could be creative - "FD Mobile Banking... First direct in in full Colour" is possible
To use a forced changeover of your clients to use mobiles as security devices to make the claims FD are making, without qualification, are a bit disengenuous..... Especially if you are a customer of First Direct, and know anything about mobile banking.....
This is rare critisism from a normally very happy FD customer...
This has to be the silliest observation of all time. First Direct began as a telephone banking application. In case anyone forgot, mobiles are telephones. What's the big change??? And who is really surprised that consumers embrace convenience??
CompetitiveNew York City, NY (USA)
© Finextra Research 2014