About
Virtual branch providing common services and personalize advertising messages oriented to propose the next best product
Innovation presentation
Project New mBank aims at providing a unique customer experience by introducing re-designed Internet and mobile banking fully leveraging modern technologies to deliver state of the art end-to-end customer experience and unparalleled sales effectiveness for the bank.
We noticed that interactive capabilities of modern browsers, smartphones, social media, Big Data analytics became an important part of everyday life. Yet most banks seem to be lagging in full hearted adoption, vastly using old-fashioned tables instead of more approachable charts, interactive elements, video streaming, contextual data to present financial information.
As innovation adoption leader, mBank decided to launch a project to change the retail banking status quo, as it did in 2000 by introducing the first polish online bank. Inspired by our customers’ adoption of modern digital experiences across web and mobile platforms we started New mBank initiative April 2012 and launched in June 2013 delivering over 200 innovative features grouped across 10 major innovation areas
New mBank introduced:
• Unique design of online banking – interactive and functional while key information is always at hand
• Smart transaction search engine with Google-like experience
• Redesigned money transfers following simplicity of popular messaging services
• P2P payments via Facebook and text messaging
• Next-gen PFM integrated into everyday banking scenarios instead of artificial tab
• First European implementation of merchant-funded transactional marketing: discount value eclipsing traditional banking rewards programs, automatic redemption with card transaction, behavior based offer targeting
• Gamification platform to build engagement and provide tutorials
• Personalized real-time targeted messages in online and mobile based on customer behavior patterns
Please submit any additional documentation you might consider helpful to describe the innovation design, originality, impact and results (e.g. case studies, PNG or JPG images, press releases) and would support the evaluation process.
Uniqueness of the project
New mBank uniquely combines 10 major innovations smoothly coordinated within transactional banking experience:
1. State of the art user interface including interactive, graphic, contextual interaction
2. Video banking (fully authenticated, call center integrated, no client install, collaboration)
3. Real-time event driven CRM
4. Merchant-funded transactional marketing
5. Gamification
6. PFM tightly integrated across banking scenarios
7. Google-like search experience for transactions and money transfers
8. P2P payments leveraging popular messaging platforms: Facebook, text messages
9. Next-gen mobile experience
10. Facebook integration
This is perhaps the first implementation that brings all these innovations in a coherent, tightly integrated experience in a large scale bank with full product range offering
