October 2017 Trends & Highlights: Cybersecurity Awareness, Mobile App Updates and California Wildfire Reactions

by on Nov 21, 2017


Cybersecurity Awareness Month – Just one month after the Equifax breach, many firms focused commentary content on National Cybersecurity Awareness Month. Five firms highlight the month through banner images and notifications. Raymond James promoted security tips and related articles through an image on the logout page as well as a section on the public site homepage. Wells Fargo Advisors notified clients with an announcement on the public site homepage that linked to advice for detecting scams. Morgan Stanley’s login and logout pages housed a banner image that included a warning against fraud. PNC Bank promoted relevant resources in a section of the Security & Privacy page and tweeted in recognition of the month. Fidelity took multiple steps in mentioning cybercrime this month, featuring a section on the public site homepage that led to tips for safeguarding information at home. A new article on the News & Research page focused on the possibility of falling victim to cybercrime, and the retirement plan participant Library featured a How to Stop Cybercrime video. Firms across different industries addressed cybersecurity, without mentioning the dedicated month. Principal and Putnam published articles for keeping data safe online, while an American Funds news piece advised on identity protection procedures. AXA, MassMutual, Capital One and U.S. Bank provided tips and security assurances regarding the Equifax breach and credit fraud.

App Updates This month, 17 firms updated their mobile apps in a variety of ways. Twelve of these added new capabilities to enhance client experiences. Citibank enabled the Citi Quick Lock service for debit card holders, Bank of America added the ability to pick up a cash withdrawal from an ATM, and BB&T added external fund transfers and alert management. Charles Schwab created a mobile message center, and American Express introduced two new features—Pay It and Plan It—that allow clients to make small payments quickly and set up no-interest payment plans for eligible purchases over $100, respectively. Allstate, Esurance and TIAA feature new scanning abilities: Allstate can scan the VIN number, Esurance will prefill form information with a scanned credit card, and TIAA introduced a check scanning function. Progressive launched in-app quoting functionality for all products, and State Farm provides the ability to create a vehicle glass claim. Farmers now allows clients to put a temporary stop on automatic payments. Merrill Edge/Merrill Lynch allow clients with eligible Bank of America accounts to use Zelle for person-to-person payments. The remaining five firms made updates to their apps in terms of technology or resources. PNC Bank combined its Virtual Wallet Insider and Virtual Wallet apps, and Chase added a refer-a-friend interface. Scottrade added the TD Ameritrade Transition Hub while TD Ameritrade added educational videos. USAA created iPhone widgets and Siri-based search.

Cross-Industry Responses to California Wildfires Ten firms acknowledged the wildfires throughout California. Bank of America tweeted an announcement of its donations toward relief, as did Wells Fargo, which also published a press release. Edward Jones and Morgan Stanley provided clients with emergency contact information in homepage notifications. P&C insurance firms featured links to emergency response, wildfire preparation and claims FAQ pages. Chubb and Travelers both added homepage images that provided links to existing wildfire pages and articles. Additionally, Travelers displayed a static site alert and a homepage alert, the former linking to the Emergency Response page and the latter promoting the wildfire preparation article. Homesite and Safeco also notified users with public site homepage alerts. Homesite linked to the Claims FAQ Answers page, while Safeco provided a click-to-call link and a link to the public site Mobile Customer Response Vehicle Locations page. Liberty Mutual published a press release detailing its relief efforts and providing contact numbers for claims, while State Farm issued a press release offering safety tips and contacts for affected customers.



Three Firms Update Public Site Homepages

Bank of America revamped the homepage with aesthetic changes, namely in the navigation, page format and imagery. An expandable navigation menu provides new specific tabs separating previously vague content labeled simple Banking and Loans. The now long-form page features asymmetric, curved section dividers to space out more content, and a login tile overlain on the banner image replaces the squeezed entry fields in the navigation menu.

Redesigned Bank of America Public Site Homepage

USAA redesigned its public site homepage to modernize its design, in line with its navigation menu. The new design features large buttons and white and dark blue coloration. The previous layout featured shading and busy placement, giving it a dated feel.

Redesigned USAA Public Site Homepage

Liberty Mutual continues its rollout of simplified public site page designs with its homepage, simplifying the aesthetic to offer fewer images and links. The firm removed its banner image, replacing it with a prominent link to its quote tool. Added icons provide visual representations of existing page links.

Redesigned Liberty Mutual Public Site Homepage

Haven Life Revamps Public and Private Site

The firm’s new public site features an interactive design with a new color scheme, highlighting updated promotional content that focuses largely on account creation. The site does not provide universal navigation and cannot open many pages at the same time on separate browser tabs. Notably, prospects can easily receive an estimate through a short quote tool and needs calculator.

New Haven Life Public Site Homepage

The private site simply offers a two-page design: the homepage houses all policy information, as well as a sidebar for contact information, and the Settings page remains largely the same. Previously, the navigation menu linked to public site pages but now focuses on the two client-facing pages only.

New Haven Life Private Site Homepage