MICHAEL NUCIFORO

Mobile Consultant, Innovator and Futurist

Developing a Mobile Proposition

Section 8: The future

The future

• What role will mobiles and tablets play in financial services in future?

• What effect will mobile have on organisational structure and investment?

• What type of people and skill sets that will be required in this new world

2

Section 8 – 16:35 to 17:10

We will ‘screen’…

3

We go multi-device to…

4

Screens will be everywhere…

5

We will be ‘paperless’…

On average we spend:

Of our leisure time in front of screens each day

4.4 Hours

90%

10%

Consumers own multiple devices and move seamlessly between them during the day

6

7

New business model…

8

With mobile at its heart…

9

New investment priorities…

New attitude…

10

11

New operating model…

• Implementation Support

– Go/No Go Decisions

– Project Handover

– Risk Handover

• Third Party Engagement

– CSAT surveys

– Research and analysis

– Customer feedback

• Channel Strategy and Growth

– Tactical growth activities

– Increase usage/revenue

• Channel Operational Support

– Day to day management

– Call centre/complaints

• Reporting

– Channel performance

– Benchmarking

• Live Service Support

• Budget Management

• Benefits Management

– Newly implemented initiatives

– Current performance

• Business Analysis

– Market Intelligence

– Competitor analysis

– Global Customer Intelligence

– Channel Information

– Industry Best Practice

• Proposition

– What our customers what

– What services do they need

– Prototyping and POC’s

• Business Case Development

• Mobile Strategy and Growth

• Strategic Partnerships/Ventures

• Customer Experience

• New Innovations

• Major/Strategic Group Initiatives

– Concept Value Proposition

– Business Case Development

– Funding and Approval

• Strategic Vendor Engagement

• Commercial Negotiations

• Strategic Delivery Oversight

• Tracking Delivery to Strategy

• Marketing Strategy

– Development

– Rollout

– Tracking

• Market Analysis

– Customer, Market, Industry etc

– Product evaluation

– Trends, Performance

• Marketing Best Practice

– Standards

– Methodology

– Tools

– Techniques

• Award Submissions

• Communications

– Copy writing/reviews

– Internal

– External

– Tracking

Mobile BAU

Management

Mobile Strategy

Development

Mobile

Delivery

Marketing and

Communications

• Roadmap Delivery

• BAU Engagement

– BAU priorities

– BAU estimates

– Business requirements

• Program Governance

– Platform Initiatives

– General enhancements

– Status Reporting

– Digital PIB

• Monitoring

– Forward Plan

– Financial Tracking

– Projects

– BAU

• Best Practice

– Agile standards

– Delivery governance

– Team competence

– Oversight and compliance

– Risk and Issues governance

• Mobile User Experience

• User Acceptance Testing (UAT)

• Stakeholder Communications

Mobile

Technology

• Technical Delivery

• Strategy Development Support

• Architecture

– Architecture roadmap

– Capability mapping

• Delivery Capability

– Delivery Forecast and Planning

– Delivery Capacity Management

– Technical Estimation

– Functional Requirements

– Non Functional Requirements

– Solution Architecture

– Detailed Design

– Development

– Testing

– Implementation

• Mobile Technical Roadmap

– Technical Innovations

– Market/Industry Trends

• Supply Vendor Management

• Environments Management

• Maintenance and Upgrades

Tablet Mobile

New delivery model…

Apple

Android

HTML5

Sprint 1

Sprint 2 Sprint 3

Go Live

Sprint 1

Sprint 2 Sprint 3

Go Live

Sprint 1

Sprint 2 Sprint 3

Sprint 4

Sprint 1

Sprint 2 Sprint 3

Go Live

Sprint 1

Sprint 2 Sprint 3

Go Live

Sprint 1

Sprint 2 Sprint 3

Go Live

• Dedicated delivery teams running on each platform over the year

• Creates accountability, consistency and fixed costs (variable output)

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13

New staff…

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For staff…

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A new mobilised workforce…

OFFICE:

46%

HOME:

38%

OTHER: 16%

Users accessing Web-Based email

- 6%

+36%

COMMUNICATION

INFORMATION MANAGEMENT

WEB CONFERENCING

NOTE-TAKING

OFFICE SUITES

How Mobile

workers are using

Smartphones…

1

3 4

SOCIAL 2

REAL TIME

CONTROL NOTIFICATIONS

Access to real time information and

reporting in the palm of their hand.

Notified of what to do and when to do it.

This extends to direct reports.

Interaction with colleagues globally at the tap of a finger.

Ability to respond and make things happen without using a PC/laptop.

Staff will demand more…

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Will deliver significant benefits…

• More Mobile = Less Cash and Paper

• Cash is expensive to manage and maintain

• Cost and environmental footprint reduction

• BYOD = Cost Reduction

• Less will be spent on property and equipment

• Work from home = Less Property

• More Mobile = Anytime, Anywhere

• Greater staff productivity and accountability

• Better interaction and speed of communication

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24/7

£

1. Customers will be able to bank anywhere

2. Everything will be smart , connected and online

3. The banks business model will need to change

4. New staff will be hired – must be ‘mobile savvy’

5. Mobile will also be leverage for staff productivity

6. Mobile will reach vertically and horizontally

7. Embrace it!

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Key takeaways…