Mobile Deposit Browser

Case studies:

Project

The customer, accustomed to managing finances online through our Online Banking (OLB) browser platform without reliance on the mobile app, faces a challenge when trying to deposit a physical check using their smartphone. Despite logging into the OLB via their browser bookmark, they realize that the Deposit Check option is not readily accessible in the menu. 

 

Confronted with this hurdle, the user navigates through five pages before ultimately opting to download the app. Regrettably, even after this endeavor, they find no mention of check deposits in either the hamburger menu or when reviewing balances and transaction activity in the Account Summary and Account Details sections.

Challenges

Analysis of Secure Session customer behavior from Mobile App BEV events for January 2020 revealed two predominant mental models: 78% of activity revolves around checking balances and account details, while 22% involves money movement tasks. Customers expect menu links to guide them directly to task completion. 

 

Providing a deposit checks link leading to the mobile deposit landing page aligns with these expectations, ensuring seamless task completion. However, directing customers to a page explaining that mobile check deposits are exclusive to the app could lead to frustration and disappointment, potentially worsening the user experience and diminishing the deposit checks NPS score.

Solutions

Due to the impacts across multiple business lines and technology needing brought in we decided to break down this solution into three timelines (Short, Mid and Long Term). 

 

The short or mid-term objectives represents a concise outline of concrete, achievable objectives along with the necessary instructions to execute them. The long-term objectives depicts the envisioned destination or potential trajectory for the product’s future development.

 

Improve Customer Support Experience (Short-Term):

  • Clearly communicate that mobile deposit is exclusive to the mobile app and requires downloading.
  • Provide a straightforward download process, ideally with a prominent “download the app” button on a single page.

Experiment with Contextual Content for Mobile Deposit Awareness (Short or Mid-Term):

  • Test different placements for mobile deposit information based on customer activity.
  • Identify necessary information for customers to make deposit decisions, such as balance review or transaction activity.
  • Promote mobile app benefits, including check deposit access, at sign-on.
  • Track customer engagement over time to assess effectiveness, using defined KPIs, and explore alternative strategies if necessary.
  • Highlight mobile deposit in FAQs within future Help Center updates (Phase 2).

Implement Mobile Deposit on Browser Experience (Long-Term):

  • Assess current vendor capabilities for browser-based check capture.
  • If current vendor doesn’t support browser check capture, explore alternative vendors that offer this functionality
Mobile Deposit Browser Experience​

Competitive Analysis

Recommendations and rationale

Proposed Solution

New Features List

  • Promote easy to download app

    Make it easy to download app on splash and detailed app features pages – one tap access to Google Play and App Store buttons

  • Provide summary of beneficial app features

    Provide high level summary of beneficial app features on the splash page and offer the opportunity to learn more about each feature

  • Add mobile app splash page

    With a mobile app splash page, highlight helpful app-specific tasks based on known monthly click rates1 – Deposit Checks (10M), Card-Free ATM (2M), Wire Money, Sign on with fingerprint (30K) or Face ID, Chat with Us

Mobile Deposit Browser Experience gallery
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