DNB, Norway's largest bank, is now offering its digital banking customers an entirely new mobile banking app, making banking on the go much more convenient and reliable. Launched in January 2019, the DNB Mobile Bank is a significant shift towards more user-centred digital banking services from the bank. EGGS is proud to have contributed, among others, with service design, UX design, illustrations, strategy and development for both IOS and Android.
DNB’s digital shift - changes in infrastructure
The bank’s primary goal is to improve customers experiences across all channels and touchpoints by creating new user-centred, cloud-based banking services. Working leaner is another key goal with DNB’s digital shift, resulting in DNB embracing DevOps as their agile method of organising its approach to innovation.
DevOps caters for quick iterations and frequent releases of new functionalities. Not only does DNB Mobile Bank pave the way for future progress, but with PSD2 (Revised Payment Service Directive) also established, DNB is strengthening its relationship with its customers by offering them everything they need, all in one place.
The majority of banking is done on mobile phones
More and more people are managing their bank accounts via their mobile phones, as opposed to their computers. As DNB's previous app was just a portal into a web interface, the bank instigated measures for a more efficient, user-friendly service. The result is DNB Mobile Bank, a native mobile banking service built entirely from scratch.
With the new app, the number of authenticated (logged in) users have gone from around 600.000 to 900.000 since the launch. It has facilitated everyday banking, such as transactions and balance checks. DNB Mobile Bank registers 200.000,00 NOK in transactions and ca 1,5 million bank statement checks per day.
Customers' needs are changing
Constant change in users' behaviour means banks have to keep up to speed on understanding their customers' needs. As DNB Mobile Bank applies to a wide variety of users, it's vital that it not only caters for each one of them but also allows for a variety of complex scenarios.
It was therefore essential that the design team gained a comprehensive understanding of how DNB's different customers experienced its mobile banking service. To do this they carried out extensive user research and insight using service design methodologies.
We developed a service strategy as the foundation for future concept development and spent time defining which moments in the customer’s daily life the mobile bank should focus on. This has been the basis for the extensive UX design that has been conducted by digital designers. Prototypes were developed and tested at different fidelities.
Accessibility for all
Another crucial factor is good universal accessibility. Tests with screen readers for blind users and optimal visual settings for those who are visually impaired. Before the launch the beta version was tested on several thousand users. The bank's over 6000 employees played an important part here.
A visionary, multidisciplinary team
It takes a visionary, multidisciplinary and autonomous in-house team to develop and then implement something as complex and sophisticated as a new mobile banking app. We’ve had the pleasure of working alongside both other consultants and DNB's strong inhouse team of remarkable remarkable people that the bank has built up to support their increased focus on digital banking services.