AIB Mobile Banking App (v2) Qorus Banking Innovation Awards 2018

Concept and objectives AIB’s purpose is “to back our Customers to achieve their dreams and ambitions”, however by mid-July 2015, we heard growing customer frustration with our App, so we decided to start again. Reasons behind The key reasons for our customer’s frustration: - Key Features and Products missing - Too many clicks - No option for new customers to on-board - Lots of friction State of competition AIB is the digital leader in the Irish market (digital penetration >60%), however the rapid emergence of N26 / Revolut and Irish consumers love of their smartphone, meant there was no room for complacency. Streamlined on-boarding and payments drove higher customer expectations. Sources of inspiration Our inspiration is inherently driven by our customer pain points. We are also inspired by new technology, peer banks, other industries and great FinTechs, which we constantly monitor. Departments involved The team worked collaboratively with IT and stakeholders throughout the bank (Payments, Products, Support, Compliance etc.), external industry benchmarking firms, UX consultants, and most importantly, with our customers. Testing and research is central to on-going App development. Every new feature is tested, redesigned and retested. Main results so far - Over 870,000 AIB customers now using the mobile app on a daily basis - Transaction volumes accelerating (+39%) - Industry leading sales penetration (50% of loan applications on Mobile) - Extensive services including Touch ID, Quick Balance, Open Payments, integrated Apple Pay, Product Sales and the ability for new customers to open an account remotely