Starting A Mobile Banking Project? There's A Checklist For That

In his excellent book, The Checklist Manifesto, Atul Gawande makes a compelling case for the power of simple checklists to avoid issues and mistakes during the decisioning process. Gawande's thesis is essentially this: A consistently applied, step-by-step checklist can be enormously valuable for a range of professionals from doctors to software designers to executives at major companies.

Add to this group the lowly mobile banking strategist.

So Forrester built a checklist for anyone leading a mobile banking project. I encourage you to download it today. (It also conveniently prints out as a two-page physical checklist for those who still love paper!) Our checklist provides 20 key questions you and your team should ask and answer. These checklist items are divided into five key areas (see image below).

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Can Gamification Boost Digital Bill Pay?

[Quick note: If you read my old blog post about gamification, you may hope to earn more Peter Wannemacher Points. Well congrats! You just earned 150 more Peter Wannemacher Points! Plus, you can collect a digital badge if you read to the end of this post and send me an email!]

Forrester has outlined how and why digital teams at banks should employ gamification - defined as the insertion of game dynamics and mechanics into non-game activities to drive a desired behavior - to engage customers and employees. Banks like BBVA have used gamification in online banking. But what role can tech solutions vendors play in helping banks better employ gamification techniques?

Fiserv’s current version of CheckFree RXP uses gamification to increase digital bill pay adoption among its bank clients - our research shows online bill pay is a critical secure site feature on banks' websites. So I spoke with Justin Jackson, senior product manager at Fiserv, about the company’s use of gamification. Right away, he made it clear that gamification is not just “building an online game for people to play” but the process of “taking cues from game design to better engage users.”

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Citi Expands Pre-Login Info For Mobile Bankers

More than two years ago, Westpac – a bank in New Zealand – rolled out its “Cash Tank” feature for mobile bankers. Suddenly, customers could view key information like account balances without needing to log in (needless to say, it was and is opt-in-only). This new mobile banking feature immediately made a splash and was hailed as a small-but-impressive innovation. Other banks – such as Société Générale in France and Bank of the West in the US – offer similar pre-login information features.

This led folks like me to wonder: How might digital teams at banks take pre-login information further or make it even better?

Great digital strategy is often about pushing the limits – and not just in big ways. So Citi’s recent update to its smartphone apps is noteworthy for the bank’s decision to push the idea of pre-login information even further with Citi Mobile Snapshot. Citi customers who bank via their mobile phones can view not only balances but recent transactions without the hassle of logging in.

We spoke with Andres Wolberg-Stok, Global Head of Emerging Platforms and Services who shared with us a diagram that demonstrates the evolution of its mobile banking effort before and after Citi Mobile Snapshot (see below).

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