Emerging Tablet Banking Channel Demands a Specialized User Experience,
Explains New Fiserv White Paper
Complimentary paper outlines key considerations for tablet banking development
BROOKFIELD, Wis. -- March 5, 2013
Fiserv, Inc. (NASDAQ: FISV), a leading global provider of financial services
technology solutions, today released a white paper that offers financial
institutions insight into tablet banking and how to leverage the unique
attributes of the tablet channel when developing financial services and
products. The complimentary white paper, “Banking on the Tablet Channel,” can
be downloaded at www.fiserv.com/tablet-banking.
Tablet ownership is rapidly increasing, with nearly half of U.S. households
with Internet access expected to own at least one tablet by the end of 2013,
according to the research consulting firm, Frank N. Magid Associates. Of
particular importance to financial institutions is the fact that consumers are
using these devices to access financial services. According to the 2012 Fiserv
Consumer Trends Survey, nearly half of tablet owners have already used tablets
to access their financial institutions’ banking services, and almost
two-thirds of future tablet owners would like to do so.
Reacting to strong consumer interest, many financial institutions are
prioritizing tablet banking development. Banks and credit unions have an
opportunity to optimize their investments by aligning new tablet banking
offerings with the unique ways customers prefer to use the devices. The Fiserv
white paper outlines key considerations for financial institutions regarding
tablet banking development:
*Treat tablet as a distinct channel – tablet banking is a distinct channel
that should supplement online and mobile banking. Access to tablet banking
should be app-driven to leverage all of the channel’s attributes.
*Offer a unique user experience – tablet banking lends itself to graphical
depictions of data and gestural interactivity. Consumers will expect
device-specific functionality that takes advantage of these capabilities.
*Consider platform and technology – the tablet channel must integrate with
other channels to support information access and management reporting. In
addition, channel-specific processes and policies for authentication,
security and customer care need to be supported.
Fiserv conducted significant primary user research about consumers’ tablet
expectations to advise financial institutions on these development guidelines.
For an optimal user experience, tablet banking should support:
*Gestural and tactile navigation and input, using fingers to drag, slide
*Visual representation of information and transactions using interactive
graphics to facilitate budgeting and personal financial management
*Interactive tools, including calculators and calendars.
“To optimize the tablet channel, the tablet banking experience must reflect
the unique ways consumers prefer to use these devices,” said Erich Litch,
division president, Digital Channels, Fiserv. “The tablet lends itself to
visual presentations of data, such as charts and graphs, and the ability to
navigate with taps and swipes. Delivering an interactive tablet experience
that both complements other banking channels and capitalizes on the uniqueness
of the device will encourage consumers to spend more time with their finances
and deepen their banking relationships.”
As financial institutions build out tablet banking strategies, Fiserv will
continue to share consumer survey data, primary user research and channel
development insight through additional white papers, webinars and a session on
tablet banking at Fiserv Forum 2013.
*“Banking on the Tablet Channel,” white paper –
*Fiserv Forum 2013, the spring conference for Fiserv clients, featuring
“How Tablets are Changing the Digital Banking Landscape” –
Fiserv, Inc. (NASDAQ: FISV) is a leading global technology provider serving
the financial services industry, driving innovation in payments, processing
services, risk and compliance, customer and channel management, and business
insights and optimization. For more information, visit www.fiserv.com.
Director, Public Relations
Director, Global Communications
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