Banking, Finance and Insurance

In this version, the beginning of DNB's new mobile offering, the focus has been on core banking functionalities. It consists of native apps for Android and iOS and uses AWS (Amazon Web Services) as the platform for the mobile bank’s cloud computing services.

Video 1

DNB's primary goal with its ongoing digital transformation is to improve customer experiences 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 agile as a method organising its approach to innovation. More and more people are managing their bank accounts via their mobile phones instead of their computers. The bank wanted to create a more efficient, user-friendly service, as DNB's previous app was just a portal into a web interface.

Becoming more agile and user-friendly

It was essential that the design team gained a comprehensive understanding of how DNB's different customers experienced its mobile banking service, which is why the team spent a significant amount of effort to understand the different users and situations.

Services

The result is DNB Mobile Bank, a native mobile banking service built entirely from scratch. As DNB Mobile Bank serves a wide variety of users, it's vital that it not only caters to each of them but also allows for a variety of complex scenarios. To ensure this, we conducted extensive user research and gathered insights using service design methodologies. We developed a 

 as the foundation for future concept development and defined which moments in the customer’s daily life the mobile bank should focus on. This served as a basis for the extensive UX design.

Service Proposition

A native mobile banking app

A crucial factor for an app is good universal accessibility. We performed tests with screen readers for blind users and optimal visual settings for visually impaired users. Before the launch, the beta version was tested on several thousand users. The bank's over 6000 employees played an important part here.

Mockup

Transferring money between accounts is one of the most used features in mobile banking; therefore, great care went into designing an efficient and reliable method. People can now transfer money by conveniently dragging one account over another before entering the amount and approving it.

Video 2

Being able to block a lost bank card instantly diminishes unnecessary stress. Moreover, if you find it, you can unblock it just as quickly. All you have to do is switch it to block/unblock. It's as simple as that.

Video 3

Thanks to the new native mobile banking app, the number of verified (logged-in) users quickly went from around 600,000 to 900,000 after the launch. 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 daily (2018). The DNB Mobile Bank is adapted to serve all users well, ensuring accessibility throughout the development and design. DevOps caters to quick iterations and frequent releases of new functionalities. Not only does DNB Mobile Bank pave the way for future progress, but with PSD2 (

) also established, DNB is strengthening its relationship with its customers by offering them everything they need, all in one place.

Secure and convenient mobile banking