Lifestyle Banking Dharmesh Mistry, Digital Product Director Wednesday, 18 th May
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Overview 4 Banking Behavior Technology
We are living longer 5 In 2012, 12% of global population equating to 810 million people were aged 60 or over by 2050 the number will reach TWO billion - 21.5% of population In Japan there are 50,000 people already over 100 years old and it is predicted that 50% of people born in Sweden in 2012 will reach 104 years old British Banker Association reports: 2.3m over 70 use Internet Banking 20% of the population over 80 use internet banking 450,000 over 60 s use mobile for banking
Living Longer is delaying milestone 6 Parenthood Marriage Age in years Age in years Having children later Getting married later Home owner Life expectancy Retirement Age in years Age in years Age in years Buying a house later Saving for longer Pensions need to last longer Source The Atlantic
More mobile 7 The time people spend using their smartphone is now exceeding the time spent looking at TV screens. US adults spend an average of 2 hours and 51 minutes a day using mobile 83% of 6-9 year olds use a tablet and 25% of smartphone owners in the US aged 18-44 can t remember the last time their phone wasn t next to them World Economic Fourm reports: Today, 43% of the world s population is connected to the internet by 2025 it is predicted that 90% of the population will have regular access to the web 90% of population will be using smartphones by 2025 Global mobile data traffic will increase nearly eightfold between 2015 and 2020 growing at a compound annual growth rate of 53%
Coding could become the 3 rd discipline (after language and maths) 8
Extreme case 9 6 Years old C++ Programmer Worlds youngest developer: Wasik Farhan-Roopkotha BBC News29/04/2012
Much more connected 10 There are currently around 5 Billion connected devices today - by 2020, it will reach 50 Billion (Source: Gartner) Each device will have a dozen or more sensors all collecting data 1 Trillion Sensors today - Prediction of 45 trillion sensors in next 20 years Data is set to growth ten-fold from 4.4 zettabytes in 2014 to 44 zettabytes in 2020. That's 44 trillion gigabytes (Source: IDC)
Trend summary 11 Living longer Coding younger Mobile Connected
A bank for life a solution that grows with your user 12 Starting out First job Life goals Big life plans Retired and loving it
Starting out (Age 5-14) 13 Learning about money Forming good habits Introduction into spending and saving 1 st steps for financial responsibility Establishment of expectations
The programmable bank 14 We all depend on technology to communicate, to bank and none of us know how to read and write code. It s important for these kids right now, starting at 8 years old to read and write code. Will.I.am
The programmable bank 15 We all depend on technology to communicate, to bank and none of us know how to read and write code. It s important for these kids right now, starting at 8 years old to read and write code. - Will.I.am IFTTT style programming is becoming widely accepted by generation Y and the next generation will expect this. Coding is becoming more familiar to the next generation. The rise in API s allowing greater control and personalization, mobile devices are become control platforms. if if if then When I reach my savings goal, post on FaceBook Dream car coming soon! then If I check-in outside of my home country, block my current account then When I go overdrawn, transfer money from my savings account to clear overdraft
IOT 16
Gamification 17
First Job (Age 19 24) 18 Little trust in banks Tech savvy with high expectations Something different but familiar Wants to shape own experience Instant gratification: IM not email Money is a means to getting life experiences
The bank of relationships 19 2.3 billion active social media users 31% global penetration as of Jan 2016 1.9 billion active mobile social users Our Retail solutions re-imagine mobile banking from a more social view to play an important role in our lives Concept: Use to statement to interact with social networks Why: Payment is automatically recorded, so adding social features creates a prompt to share if desired 17% increase on Jan 2015 Source: The Institution of Engineering anof d Technology
The bank of relationships 20 Eating Out life event created: Share with one click on multiple platforms! Where? Add to favourites to save for later
Life blog 21 Enriched reports with personal content Location, comment, people (tap on the transaction to go to the detailed report) Linking the users spending with their lives Colors and icons To categorise spending into categories Helping them manage their finances All activities with the bank, not only transactions, are included (tap on the customer service message to go to the whole chat conversation The timeline is the central place of the users banking experience
Zero UI Conversational banking 22
Life Goals (Age 25 30) 23 Wants to be rewarded Need to plan and visualise ahead Need help to manage finances, goal setting etc
Clubs 24 The Club is an area of interest such as Eating out or Fitness created and hosted by the bank and the user is invited to subscribe. A club offers: Spending breakdowns Comparisons with other people like me Relevant location based offers Savings advice based on spend comparison External advice sites like Money Supermarket Social connections Contact and locations list of favourites
Make my life easier 25 Offers customization of the UX Automates repetitive tasks and feedback alerts, SMS etc The feeling of control, from familiar conventions and practices
Internal ratings 26 e.g a credit rating Reviews how you manage you account and scores how well you manage your credit Can use gamification to assist improvements in their banking approach Can be used for any aspect investing, saving, protection Give current user something other banks cant competitor differentiator
Big life plans (Age 30 +) 27 Wants to help family Wants to save and grow their money Feels their loyalty should be rewarded I want to make my life easier Needs bespoke advice for the big decision
Visualize planning 28 Bank for Life Milestone planner Scroll up and down your timeline offers a clear visual path in to the users future that they can control, plan with leverages past behaviours to offer more at a better value
Smart Meters 29 50bn connected devices worldwide by 2020 With real-time smart home management you can: 1.9m 50m smart meters installed in the UK right now smart meters installed in the UK by 2020 monitor usage Get immediate responses Instantly compare Sources: US Federal Trade Commission Smart Energy GB Save to earn Join the eco club Make use of smart meters Gather points and save more
Retired and loving it (Age 65+) 30 Needs a clear path in to the future Wants their money to do the work now Wants accessibility, control and security Still wants to help next generation Wants to enjoy this time, time to stop worrying about money
Financial Coach 31 Adviser as an app automated advice leveraging the users profile data under a smart engine and machine learning support Level of automation vs human support determined by customer value Offer an on demand service on the users terms Gamification & rewards could drive coach minutes earnt
The transformational journey 32 We ve come from a bank focused, product based, transaction driven banking to a customer centric, goal based, experience driven banking. Our bank of the future will provide for that user centric approach by Timely and relevant the right content when you need it, meaningful rewards to encourage, products that are wanted Flexible adapting with user s needs throughout their life milestones, easier and simpler removing effort, reducing learning curves and encouraging users to interact and retain with the experience. Offer single view an at a glance over view of all my spending aggregated from multiple sources presented in a meaningful experience
Enabling the future 33 UXP Experience Analytics Context Innovation MarketPlace
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Thank you for your time