With increasing adoption of mobile banking, banks must take a “mobile-first” approach to their branch networks. Tightening economic conditions and the pervasiveness of mobility make it essential for banks to deploy mobile-first bank branches. Banks that adopt a well-structured, step-by-step approach to facilitating mobile-first services in their branches can successfully meet customer expectations for mobilizing their financial lives and eliminating risks from mobile-first bank branch deployments.

1. The Mobile-First
Bank Branch
Transforming Banks for
an Always-On World
With increasing adoption of mobile banking, banks must
take a “mobile-first” approach to their branch networks
Demand for Mobile Services
at an All Time High
BY
2020 of tablet
users access their bank
accounts from their devices
52% of smartphone users rely
on mobile banking services
40%smartphone penetration is expected
to increase to 90%,and nearly
190 million tablets will be in use
Popular Mobile Banking Activities
Among Mobile Banking Users
Checking account balances
and transaction history (94%)
Receiving alerts related to
banking transactions (57%)
Money transfer between
consumer’s own accounts (61%)
Mobile check deposit (47%)
Traditional Bank Branches
Risk Obsolescence
Mobile-First Bank Branches Can
Optimize Success
Banks need to transform their legacy branches
into smaller footprint, advice-focused, mobile-
first bank branches to achieve these benefits
Traditional bank branches allow customers
to perform every transaction inside a bank
branch, even mobile/online transactions that
can be done from anywhere
STRENGTHENED
EMPLOYEE SATISFACTION
COMPETITIVE
DIFFERENTIATION
ENRICHED CUSTOMER
ENGAGEMENT
INCREASED WORKER
PRODUCTIVITY
Banks Should Adopt a Well-
Structured Approach for
Mobile Service Delivery
Reshaping the Mobile-First Bank Branch with Technology
Determine appropriate bank branch
deployment model
Banks should identify and prioritize the “in-the-branch” zones that they should automate
and mobilize. The ultimate goal should be to mobilize every zone
ATTRACT ZONE SELF-SERVE ZONE ENGAGE ZONE ADVISE ZONE TRANSACT ZONE
Identify customer zones and processes
that should be mobilized
Identify key technologies required for
mobile-first bank branches
Consider solutions to reduce risks
for mobile-first bank branch services
Rely on data analytics to optimize
deployments and scale gradually
Digital
Displays
and Signage
New Customer
Acquisition
Tablet-based
Kiosks
Efficient
Customer Service
Employee
Tablets for Mobile
Concierge Services
Improved
Customer
Engagement
Video
Conferencing
Services
Personalized
Service Delivery
Printers and
Document
Services
Bridge Physical/
Mobile Channels
Tightening economic conditions and the pervasiveness of mobility make
it essential for banks to deploy mobile-first bank branches. Banks that
adopt a well-structured, step-by-step approach to facilitating mobile-first
services in their branches can successfully meet customer expectations for
mobilizing their financial lives and eliminating risks from mobile-first
bank branch deployments.
CLICK HERE TO DOWNLOAD THE WHITE PAPER:
“BUILDING THE MOBILE-FIRST BANK BRANCH”
Sources:
Frost & Sullivan research
Advanced Devices Drive Adoption
of Mobile Banking Services
STEP 1
STEP 2
STEP 3
STEP 4
STEP 5
$
MOBILE
BANK BRANCH
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