ING Direct in Australia is forecasting that mobile log-ins will soon overtake desktop access at its online banking site after recording a 280% increase in mobile interactions in 2012.
The direct banking offshoot of Netherlands-based ING released the figures to coincide with the launch of a new smartphone app that allows customers to view their account balance across all their products before logging in and transfer money to anyone in Australia - with email or SMS notification.
Lisa Claes, executive director of distribution at ING Direct says: "For a bank where 95% of customer transactions occur online, and 39% of those are via mobile and increasing, this is absolutely the next step for a branchless bank like ING Direct."
The new app was collaboratively developed and designed by ING Direct's own digital team alongside consultancies Oakton and Deloitte Digital. Streamlining the customer experience was top of mind during the development phase, says Claes.
"Customers were invited to test the app throughout the design and development phase as we saw the customer experience as the most critical piece to the success of the new app," she says. "We were particular about choosing the features that mattered most to customers and designing them in a very simple way."