Toby Pritchard has 6 years’ experience as a Business Analyst in different industries and is currently working for Suncorp Group, assisting with the Bank’s digital channels. With technology impacting heavily in the financial sector, Toby is excited by the changing nature of banking and the way companies must adapt their customers interactions.
Jumping into the world of UX, Toby has welcomed the new challenges in learning techniques in collaborative design, usability testing and mobile first approaches. Being a nerd at heart means Toby successfully bridges the gap between development teams and business stakeholders, whilst making sure that customer focussed designs are number one priority.
YOW! Connected 2014 Melbourne
Building a bank’s biggest branch
Building an app is easy, right? 16 year-olds build million dollar apps in their garages every other day. But things get a little trickier when the app you’re building is for a bank.
Designing and coding an app with lots of cool new features is the easy part. Creating a whole new customer channel, that is effectively the bank’s most highly visited branch, comes with a whole different set of challenges including:
- Shifting the businesses mindset from a one-off project to treating mobile as a first-class channel that needs to be supported and evolved on an ongoing basis.
- Provide all the features that customer’s expect from web banking and deliver those in a lean fashion, with a mobile first approach.
- Balancing security and fraud constraints whilst still making the app easy to use for customers.
- Pushing the boundaries of traditional brand guidelines that didn’t translate to native mobile environments.
With a conservative financial institution that’s just beginning to understand how mobile is going to revolutionise its business, you have quite a mountain to climb before your designs can see the light of the app store.
This is the journey that Toby Pritchard (Suncorp) and Ben Melbourne (ThoughtWorks) have recently been through. In this case study presentation they’ll share the highs and lows they went through while rebuilding and launching the new Suncorp Mobile Bank App.