Mobile Banking App
As a branchless bank, 95% of ING Direct customers rely on accessing their accounts via the online channels of web and mobile.
During 2012, ING Direct experienced a staggering increase of 280% in mobile transactions which drove the need to modernise its old mobile banking application.
“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 consumer demand and comfort to be able to ‘do’ while on the go”
Executive Director Distribution at ING DIRECT, Lisa Claes
ING Direct was faced with the challenge of delivering a market leading mobile banking experience in a secure and responsive way, whilst ensuring its customers have visibility and control over their personal finances.
Partnering with ING Direct’s Digital team, and Deloitte Digital, Oakton worked with ING on architecting a services layered solution to deliver a more robust and responsive mobile banking solution to align to ING’s performance requirements.
ING Direct recognised customer experience as the most critical piece to the success of the new app inviting them to test the app throughout the design and development phase.
“We were particular about choosing the features that mattered most to customers and designing them in a very easy, intuitive way,” concluded Claes.
“All ING Direct objectives were achieved by Oakton's “Solution as a Service” model, a model which allows Oakton to deliver an improved customer experience at a reduced cost aligned to business and consumer needs,” said Neil Wilson, CEO, Oakton.
The SolutionThe easy to use and intuitive ING Direct app is available for iPhone or iPad via the Apple Store and for Android smartphones and tablets via Google Play. The ING Direct app allows customers to view their account balance across all their products before logging in and to transfer money to anyone in Australia with email or SMS notification.
The uniqueness of the solution implemented by Oakton is in the security and authentication model that was developed. Oakton choose a cutting edge approach using Microsoft Windows Identity Framework for authentication with claims based architecture allowing for the establishment of 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. With our extensive expertise in security, the new ING Direct solution represents a new way of thinking about architectures,” said Neil Wilson.
ING Direct customers now have an easy and intuitive mobile banking app that provides them with visibility and control over their personal finances, see it in action: