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, reliable and secure. Launched in January 2019, DNB Mobile Bank is a significant shift towards more user-centred digital banking services. EGGS is proud to have contributed with, among other things, service design, UX design, illustrations, strategy and development for both IOS and Android.
Working leaner and becoming more agile
DNB’s primary goal with their ongoing digital transformation is to improve customers experiences across all banking channels and touchpoints by creating new user-centred, cloud-based banking services. Working leaner is another key goal in DNB’s digital shift, resulting in the bank embracing DevOps as an 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.
Thanks to the new native mobile banking app (built entirely from scratch), the number of verified (logged in) users has gone from around 600,000 to 900,000 since launching. It’s helped make everyday banking, such as transactions and balance checks, much more accessible. Especially considering DNB Mobile Bank registers 200,000,000 NOK in transactions and about 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. Besides collaborating with DNB’s talented squad, EGGS also had the pleasure of working alongside various specialist consultants.