November 2018 Trends & Highlights: Navigational Changes, Mobile Updates, New App and Public Site Revamp

by on Dec 11, 2018


Navigational Changes –In November, 15 firms across six monitor coverage groups updated aspects of their navigational organization. Many firms reorganized or consolidated existing content. American Century now categorizes the commentaries in its Insight flyout menu by asset type and key topics instead of by intended audience. American Express now separates Benefits and Rewards into dedicated tabs on its private site. Lincoln Financial Group combined its account owner site sidebar navigation menu—which included Fund Performance, Prospectus & Reports and Current Unit Values tabs—into one Performance and Prospectus tab.

Other firms added new tabs to their pages’ intrapage navigation menus. New York Life added a new Arrangements tab to the account owner and advisor site Contract Summary pages. A new tab on the J.P. Morgan Chase You Investprivate site acts as a landing page that differentiates the firm’s two types of products.

While some firms—like John Hancock, Principal and Franklin Templeton—added or removed quick links from their flyout menus, two firms added completely new tabs. CitiBusiness from the Small Business Card Monitor coverage group added a new Products flyout menu to its private site, housing links to public product overview pages. Discover Bank added a new Open an Account flyout to its private site main menu.Additionally, Schwab Bank was the only firm to perform a complete public site navigation overhaul. The revamp refreshed the menu’s design and reorganized content into four tabs: What We Offer, What We Charge, Why Schwab and Insights.

Mobile App Updates – Several firms across industries made updates to their mobile apps in November. TIAA’s iOS app now provides an enhanced security and login process that lets users set up Face and Touch ID authentication as well as renew settings for Peek View, a feature that offers a pre-login glimpse at account balances. Allstate now provides ID cards directly on the mobile app home screen. The American Express iOS app now allows clients to add their cards to Apple Pay.

Of the six firms that performed an app update, two completely redesigned their mobile experiences. Chubb refreshed some of its app’s design elements and added a few key features. Customers can now view billing details, including past payment activity and future payment scheduling, and a new Benefits and Offers section shows exclusive client services tailored to the customer’s lifestyle. Ally Bank made numerous enhancements to its iOS and Android apps, such as larger, updated charts and an updated Send Money with Zelle interface.


Merrill Lynch Debuts New Mobile App

Merrill Lynch introduced the new Benefits OnLine mobile app for retirement plan owners in November. The app is available for iOS and Android and allows users to access retirement account information as well as firm messages and new research. A customizable Dashboard allows users to choose the arrangement of the presented information, and an Accounts tab provides account overview information. The app also features an Actions tab, allowing users to change their contribution rates and manage beneficiary designation,and a Holdings tab with interactive charts that illustrate investment holding information. Messages and Research tabs keep retirement plan owners current on firm correspondence and global market updates. The app also affords many of the same capabilities as the desktop site, including security practices like viewing login history.

Merrill Lynch Benefits Online iOSMerrill Lynch Benefits OnLine iOS – My Dashboard, Accounts and Customize My Dashboard

State Farm Begins Revamp of Life Insurance Public Site

State Farm began a public site revamp, gradually improving capabilities and transitioning away from sidebar navigation. The firm debuted a previously tested new homepage and cited previous billing and claims updates as the foundation of the revamp. The My Accounts flyout now serves as the site’s main navigation tool, providing access to Policies & Accounts, Payments & Transfers, Claims Activity, Secure Messages, Document Center and Security Settings pages. The firm also added new Pay Insurance and File a Claim icons to its homepage. The firm also announced additional upcoming changes with no specific timeline.

State Farm Revamped Account Owner Site Homepage