ING Direct unveils new mobile banking app

Bank reported a 280 per cent increase in mobile interactions with customers last year

Online bank ING Direct has updated its mobile banking capabilities with a new app that lets users view their balances across all accounts before logging in, and transfer money to anyone in Australia with email or SMS notifications.

The new ING Mobile Banking app, developed by local tech firm Oakton, Deloitte Digital and ING, was created by rebuilding a native mobile banking application and the related backend services. The goal of the rebuild was to improve app usability, security and performance based on customer feedback, according to ING.

ING Direct is a branch-less bank that relies heavily on its customers accessing their accounts over the web, often using mobile devices. In 2012, the bank reported a 280 per cent increase in mobile interactions with its customers.

“The consistent trend in web visits has been around 15 per cent year-on-year but this spike in mobile interactions is significant and proof of the ever-growing customer demand and comfort to be able to ‘do’ while on the go,” said Lisa Claes, executive director, distribution at ING Direct.

“For a bank where 95 per cent of customer transactions occur online, and 39 per cent of those are via mobile and increasing, this is absolutely the next step.”

According to Claes, customers were invited to test the app throughout the design and development phase “as we saw the customer experience as the most critical piece to the success of the new app”.

Oakton claimed the security and authenticated model developed for the app was unique. The integrator used the Microsoft Windows Identity Framework for authentication with a claims-based architecture that establishes “trust” for other services.

“The benefits of the new architecture were not only increased performance but also delivered cost effectiveness for ongoing maintenance through the use of a centralised authentication model,” said Oakton CEO, Neil Wilson.

The new app is available for iPhone or iPad through the Apple store for iOS and for Android devices at Google Play.

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

Designing for a cashless society

More movement has been made toward a cashless society recently, and already we are starting to see enormous implications across our society.

Katja Forbes

Founder and chief, sfyte

Setting advertising objectives for financial performance

I’ll often be talking to clients and at some point say, ‘the most important thing is justifying price’. Then moments later, ‘the most important thing is increasing the size of your customer base’.

Kyle Ross

Strategist, TRP

5 common mistakes to avoid in scalable customer experience

CX is about future-proofing your business by ensuring that your commercial model is always looped into your customers' needs, perceptions, values, beliefs, motivators, and detractors.

Tom Uhlhorn

Founder and strategy director, Tiny CX

Unfortunately, the title "AdTech Magic Quadrant" is misleading as it only represent a fraction of the ecosystem. It it is a useful docume...

Ludovic Leforestier

Report: Gartner recognises the best adtech players in Magic Quadrant

Read more

Thanks for writing about chatbots. Definitely bots have the exciting future when it comes to customer engagement, transactional and conve...

Giridhar Prathap Reddy

Australian Open chalks up strong ticket sales with chatbot

Read more

Hello, where are the explanations of all the levels explained? I'd like to review this with a couple of colleagues. Thanks.

Melinda Gonzalez

CMO launches CMO CX, debuts customer experience maturity assessment

Read more

A great and accurate commentary - today we rarely get true personalisation. On web journeys cookies or logins remember who we are, what w...

Ian Moyse

Salesforce: Personalisation is a long way off what consumers now expect

Read more

Very nice information !! We provide almost every indian satta matka games with fast results. Online Matka play becomes easy with genuine ...

rsgame

Image intelligence:10 must-see infographics for marketers

Read more

Latest Podcast

More podcasts

Sign in