JP Morgan Chase has released a new mobile banking app called ‘Finn by Chase.’Congratulations JP Morgan Chase on launching Finn by Chase! Click To Tweet
Two interesting things caught my attention, and frankly, validate my mobile point of view:
- Mobile apps must deliver a better customer experience. That doesn’t mean what most people think (even those who don’t confuse customer experience with user experience). A better customer experience means knowing who your customer is (persona), what they are trying to do (job), and where along the customer journey they are (moment). For that person, at a specific time, trying to achieve some outcome mobile enables companies to narrow down their focus to more likely delight with their offerings.
- It is OK to deliver something to a specific mobile platform, meaning iOS or Android only (and then letting users on different platforms just do whatever it is they do today).
From the article, this:
JPMorgan Chase & Co on Monday launched a new smartphone app that it hopes will attract new depositors, many of whom are young and may live far from any of its branch offices.
Notice, it appears that they realize that they may need a different experience for younger customers and that customers who don’t have branches nearby present an opportunity that is different than those who do.
And then this:
The bank is starting with an initial test of the app account for Apple phone users
No Android. Often, too often, big companies think they have to have apps that run everywhere leading to them developing to the lowest common denominator of platform technology. This sort of thinking is the “old browser mindset” –> write once, run anywhere which certainly makes for a great customer experience if the company wishes to optimize the experience of their developers
Reminder: cross-platform UIs mean your product looks consistent to you and weird to all of your actual users. https://t.co/NvT3X8KKDS
— Benedict Evans (@BenedictEvans) July 4, 2017
I’m so pleased to see this from such a prominent bank.