Now that awards season has wrapped up, we at Corporate Insight would like to highlight some of the more expansive changes Bank Monitor firms made in 2015 to improve customer servicing, desktop site and mobile app designs. We offer this slide deck as an overview of the year; while many changes do not fit neatly into award categories, they do mark important shifts in focus for the customer experience.
A few general highlights:
- Firms incorporated responsive elements into redesigns, marking increased attention to a seamless experience across desktop and mobile platforms.
- Bill pay vendor Fiserv consolidated many separate features and menus, incorporating payee information and reminders into one menu.
- Payments services remain a field ripe with change – while many firms have adopted the Apple, Android and Samsung Pay trifecta, some are exploring in-house options for customers. Additionally, some firms are competing with the Visa Checkout and MasterCard Pay Pass online payments services with their own branding.
We offer this slide deck as both a commendation and survey of the progress throughout 2015, as researchers – and customers. January 2016 has already seen its share of major changes, from Wells Fargo’s iPhone app, to SunTrust’s first Super Bowl ad launching its onUp financial literacy campaign. To keep track of all recent industry developments, read our biweekly Bank Monitor Updates.