The Case: Danske Bank

Size: px

Start display at page:

Download "The Case: Danske Bank"

Madeleine Chambers
5 years ago
Views:

1 1

The Case: Danske Bank Biggest bank in Denmark: Founded in 1871 2.

2 The Case: Danske Bank Biggest bank in Denmark: Founded in mill customers 300 branches 6,000 employees in DK 20,000 in Northern Europe Operating in 15 countries 2

3 Goals of the Project Make the first and best mobile bank in Denmark Success criteria: 10,000 downloads 5 enquiries Core values: 3 Expertise Integrity Value creation Commitment Availability

4 User demands 4

transactions Pay bills Transfer money Contact Currency Existing service

5 Case Characteristics Well known topic Private basic banking 4 mill. do online banking Functionality well defined View accounts View transactions Pay bills Transfer money Contact Currency Existing service Online banking (2000) Mobile banking (2003) Two platforms iphone Android Agile development SCRUM 5

6 Challenges 6

7 Challenges Are use patterns and user needs the same on a different platform? 6

8 Challenges Are use patterns and user needs the same on a different platform? 6

9 Challenges Are use patterns and user needs the same on a different platform? Can we make use of the new platform when a lot of the functionality is fixed? 6

10 Challenges Are use patterns and user needs the same on a different platform? Can we make use of the new platform when a lot of the functionality is fixed? 6

11 Challenges Are use patterns and user needs the same on a different platform? Can we make use of the new platform when a lot of the functionality is fixed? How to avoid designers delaying developers? 6

12 Challenges Are use patterns and user needs the same on a different platform? Can we make use of the new platform when a lot of the functionality is fixed? How to avoid designers delaying developers? 6

13 Challenges Are use patterns and user needs the same on a different platform? Can we make use of the new platform when a lot of the functionality is fixed? How to avoid designers delaying developers? How do we test under an NDA? 6

14 Challenges Are use patterns and user needs the same on a different platform? Can we make use of the new platform when a lot of the functionality is fixed? How to avoid designers delaying developers? How do we test under an NDA? 6

15 Challenges Are use patterns and user needs the same on a different platform? Can we make use of the new platform when a lot of the functionality is fixed? How to avoid designers delaying developers? How do we test under an NDA? How do we test when we can t test live? 6

16 Challenges Are use patterns and user needs the same on a different platform? Can we make use of the new platform when a lot of the functionality is fixed? How to avoid designers delaying developers? How do we test under an NDA? How do we test when we can t test live? 6

17 Challenges Are use patterns and user needs the same on a different platform? Can we make use of the new platform when a lot of the functionality is fixed? How to avoid designers delaying developers? How do we test under an NDA? How do we test when we can t test live? Fixed release date 6

18 SCRUM process Estimating: Proof of Concept Product backlog: Making it reflect UX Sprint: Working separately on UX Roles: How clear roles help UX Product owner & user stories: Prioritising UX Testing: When to start testing UX 7

19 Sprint meeting Sprint review: Review the work done Demo Clarifications and alignment Sprint retrospective Sprint Planning: 8 Decide the work to be done Make a sprint backlog

Test - iphone Apple Development Android Test - Android

20 Time Planning Example Kickoff Deadline Design Clarify, correct Test - iphone Test - Android Development iphone Test - iphone Apple Development Android Test - Android Core tehnology, backend etc. Test - Backend 2 week sprint 9

21 Proof of Concept (POC) Three basic work flows Log on Account overview Currency calculator 2,5 months Timeboxed Design included 10

22 User Needs 11

23 User Needs Use patterns (online & mobile) 1.2 mill customers on online banking 7.5 mill logons per month Loads of detailed numbers on actual use 11

24 User Needs Use patterns (online & mobile) 1.2 mill customers on online banking 7.5 mill logons per month Loads of detailed numbers on actual use 11

25 User Needs Use patterns (online & mobile) 1.2 mill customers on online banking 7.5 mill logons per month Loads of detailed numbers on actual use Survey: 70+% want to use mobile banking daily 51% to view account balance 40% to transfer money 32% to pay bills 31% to see transactions 11

26 User Hindrances But what about security?? 37% worry about the security of a mobile bank app Two factor login based on: Social security 4-digit service code NemID (Danish paper based security solution) 12

27 The Design Process 13

28 The Design Process Sketching 13

29 The Design Process Sketching Wireframing 13

30 The Design Process Sketching Wireframing Graphics 13

31 Design Versions 14

32 Design Versions 14

33 Design Versions 14

34 Design Versions 14

35 Design Versions 14

36 Making Use of the Platform 15

37 Making Use of the Platform GPS 15

38 Making Use of the Platform GPS Camera 15

39 Making Use of the Platform GPS Camera Mobility 15

40 Testing Challenges NDAs Secret due to competition The surprise element Control the publication Security issues Live data not possible Jeopardising customers finances Risking the business s economy and reputation But how do we test then?? 16

41 Working Around the NDA Continuous testing every sprint Internal testers (app. 50) Time dedicated to testing Test cases Automatic tests Heuristic inspection 17

42 Working Around Security Test environment Dummy data Available from everywhere System environment Real data, but not live Available only in the bank Production environment 18 Real live data Available everywhere, to everyone!

43 Feedback system What (headline)? Which platform? Which version of the app? Who should deal with it? Description Attachments 19 Screens Pictures Documents

44 Timeline Jan - Mar 2010: May - Sept 2010: Sept - Dec 2010: Jan - May 2011: June - Nov 2011: Proof of Concept Basic banking Pay bills by camera Investment ipad banking 20

45 Timeline Jan - Mar 2010: May - Sept 2010: Sept - Dec 2010: Jan - May 2011: June - Nov 2011: Proof of Concept Basic banking Pay bills by camera Investment ipad banking 20

46 Crowd sourcing & Social Media Facebook idea bank 263 ideas 3,109 votes 21

47 Crowd sourcing & Social Media Facebook idea bank 263 ideas 3,109 votes 21

48 Crowd sourcing & Social Media Facebook idea bank 263 ideas 3,109 votes ipad 105 ideas 897 votes 21

49 Crowd sourcing & Social Media Facebook idea bank 263 ideas 3,109 votes ipad 105 ideas 897 votes 21

50 How Did It Go? 22

51 How Did It Go? Success Criteria: 10,000 downloads 5 enquiries 22

52 How Did It Go? Success Criteria: 10,000 downloads 5 enquiries Actual: 335,000 downloads new customers 50,000 daily users (14%) 200,000 transactions (5%) 22

53 Press and Rating 23

54 Press and Rating 23

55 Press and Rating 23

56 Press and Rating 23

57 Press and Rating 23

58 Press and Rating 23

59 Press and Rating 23

60 Press and Rating 23

61 Press and Rating 23

62 Press and Rating 23

63 Thank You for Your Attention! 24

Agile Software Development Agile UX Work. Kati Kuusinen TUT / Pervasive / IHTE

Agile Software Development Agile UX Work Kati Kuusinen Researcher @ TUT / Pervasive / IHTE kati.kuusinen@tut.fi Contents 1. Introduction / Motivation 2. Agile software development 3. User experience work