MIE: Impactvolle Data Analist
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The document discusses using data-driven decision making at ING Bank. It provides examples of how data analytics can help various departments and teams at ING. Key points include: - Data analytics can provide insights to help optimize mobile apps, understand customer behavior, and improve processes. - Various teams at ING are working to establish a data-driven culture and decision making approach through initiatives like data governance, skills development, and simplifying workflows. - Specific analytics examples shown include insights into mobile app usage, the impact of new features like forecasting, and customer channel switching behavior.
MIE: Impactvolle Data Analist
- 1. De impactvolle Data Analist Kevin Anderson Timothy Dieduksman 2 februari 2017
- 3. 3 Kevin Anderson Chapter Lead Data Analyse Timothy Dieduksman Data Analist
- 5. Purpose 5
- 7. oneAnalytics Let the data speak 1:1 personal and relevant for every customer Future Insights Data driven decisions
- 8. DoAnalytics: verander de mindset
- 9. 1. Governance 2. Objectives 3. Team & Expertise 4. Process & Methodology 5. Tools & Technology Data Driven Decision Making Maturity Scan
- 10. (A/B testing) (Digital Analytics) (Tagmanagement) (Dashboarding) (SQL querying) (models) (1:1 communication)Automate & simplify
- 11. Versimpelen & documenteren werkprocessen
- 13. 13 TRIBE APPS What devices should we focus testing on? How many customers will use the new feature X How does feature Y influence customer behavior? What is the customer impact if we close app version Z? New app users per week % of internet banking users who use the app App rating compared with competitors TEAM
- 14. 14 MAKE THE MOBILE APP DEPARMTMENT DATA-DRIVEN
- 15. 15 We empower squads to take data-driven decisions
- 16. 16 DATA-DRIVEN MINDSET ANALYSES ARE SEEN AND USED CHALLENGES
- 17. 17 6PRACTICAL EXAMPLES ON HOW TO SPARK DATA-DRIVEN THINKING
- 18. 18 Coffee corner
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- 25. HOW MANY CUSTOMERS Use the new Forecasting feature?
- 26. 26 WHAT DO CUSTOMERS DO WHEN THEY Switch CHANNELS?
- 27. 27 HOW MANY CUSTOMERS USE FINGERPRINT TO CONFIRM PAYMENTS? HOW MANY CUSTOMERS USE BALANCE BEFORE LOGIN? HOW MANY CUSTOMERS USE THE NEW FORECASTING FEATURE? FOR WHAT DO CUSTOMERS SWITCH CHANNELS? WHAT IS THE MAIN REASON FOR CUSTOMERS TO LOG IN TO THE APP? HOW LONG DOES IT TAKE TO FILL IN THE TRANSFER FORM MUCH MUCH MORE ARE CUSTOMERS MORE LIKELY TO STAY WITH ING BECAUSE OF THE APP? HAVE CUSTOMERS THAT USED FORECASTING CHANGED BEHAVIOR? WHY DO CUSTOMERS STOP USING THE ING APP YOU YOU YOU YOU YOU YOU YOU DA DA DA WHAT CAN YOU ANALYZE?
- 28. 28 Coffee corner Analytics update Inspiration session Demo
- 30. LOWER OR HIGHER Total app users 2.500.000 New app users 9.000 App complaints 20 App rating 4.25
- 31. 31 Coffee corner Analytics update Inspiration session Demo Workshop
- 32. 32 Coffee corner Analytics update Inspiration session Demo Workshop Visualization
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- 34. 34 90% accept the terms & conditions 50% tap to see transaction details 8 MILLION 10 avg. use per week per user 10% read the Forecasting Info page (more Android users than iOS) 1% switch Forecasting on/off via the settings menu (twice more often turning on than off) Analysis performed by timothy dieduksman on behalf of squad follow the money (contact: xxx@ing.nl) 90% used Forecasting on 2 different days or more Forecasting Used by customers October 9th 2016 Unique customers per week (thousands) 500 300 20 862 754 200 850 855 806 824
- 35. Some statistics on fingerprint and voice usage (focus on payments) 35 A FEW INSIGHTS Since its launch, customers have quickly adopted the use of fingerprint to confirm payments. On the other hand, voice is rarely used and diminishes over time (for payment confirmation). iOS users more quickly adopted fingerprint functionality. The amount of fingerprint payments will keep growing steadily as newer devices support fingerprint functionality and current users become aware of the feature. On a side note: the share of payments through the app compared to internet keeps increasing over time. # FINGERPRINT PAYMENTS FINGERPRINT PAYMENTS % OF TOTAL # VOICE PAYMENTS VOICE PAYMENTS % OF TOTAL Registered voice profile 508.000 Android 258.000 iOS 250.000 # Total voice usage (incl. login) last month 39.000 # Total voice users (incl. login) last month 10.000 # Voice payments last month 6.000 # Voice users last month 5.500 VOICE USER STATISTICSFINGERPRINT USER STATISTICS # Activated fingerprint devices - login only 217.000 # Activated fingerprint devices - login and confirm 90.000 % of Android fingerprint confirm devices activated * 33% % of iOS fingerprint confirm devices activated * 45% # Fingerprint payments last month 300.000 # Fingerprint payment users last month 100.000 % of total payments last month 12,5% 20 JUL. 2016 # PAYMENTS APP VS. INTERNET contact timothy dieduksman for questions & comments (squad omnichannelexperience | mobile apps | skunkworks) 82% 92% 77% 86% 17% 8% 23% 14% 0 50 100 150 200 250 300 350 400 2012 2013 2014 2015 mln Total Intern et 0 200 400 600 800 (tsd) Fingerprint Customers 0 2 4 6 8 10 (%) 0 2 4 6 8 10 (%) 0 200 400 600 800 (tsd) Fingerprint Customers Voice payments
- 36. 36 Demo
- 38. 38 de factbites geven inspiratie 429 collegas 24% groei Effect van 1 maand Factbites 350x 45x Ik vind het echt top deze insights! De factbites geven inspiratie. Leuke factbites! Ze zijn praktisch, actueel en geven inzicht. Precies goed. Echt fantastisch deze factbites! Het geeft een mooi inzicht en trigger waar de kansen liggen. Keep up the good work!! Bijna altijd roepen de cijfers vervolg vragen bij mij op. NPS +59 Zorg dat er altijd een 'so what' in zit. Zodat het mensen echt aan het denken zet over wat we/ING doen.
- 41. Skills Impactvolle Data Analist 41 insightanalyseren presenteren techniek business klant organisatie
- 42. We zoeken altijd goede Data Analisten. Ge誰nteresseerd? Neem contact op!
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