The NAFCU Journal May - June 2018 - 27

Then you'll do your user testing and
realize, 'Oh, I would never have thought
that they'd tap on the right instead of the
left to find that feature.' " These testing
sessions let credit unions see issues they
might have missed on their own, and
make changes before they launch new
versions of their mobile banking apps.

THE MYTH OF
THE MILLENNIALS

Here's a pop quiz: Who is using
mobile banking?

If you answered "mostly millennial and
Gen Z members," imagine the sound of
a game show buzzer going off. While
these groups naturally take to all things
mobile, credit unions are finding that
older members are just as mobile-savvy.
All the credit unions we spoke with
echo this sentiment from Peter Wohl,
chief performance and innovation
officer at SEFCU: "There's a misconception out there that mobile applications
in the financial services industry are
really in the purview of the younger
generation. But really, it crosses all of
our member segments."

A MINIMALIST APPROACH

Credit unions are starting to realize that
members aren't interested in opening a
mobile banking app and seeing 50 different options, special features and fancy
animations. "A lot of mobile apps have
tech for tech's sake and a lot of bells and
whistles that just get in the way," says
Mindrum. "You really need to simplify
and get the user experience that's going
to help members actually use the things
they most want." Credit unions are
slowly paring down their mobile offerings to those that are the most relevant
to their members.
Some credit unions offer members the
option to customize their experience
so they see only those features and
functions they want to see, but when
taken too far, this approach can backfire. "It's one thing to give people a way
to personalize their own environment,"
says McDaniel. "But to rely on that
exclusively as a way to create a relevant experience is, to me, essentially a
THE NAFCU JOURNAL  MAY-JUNE 2018

''

There's a misconception out
there that mobile applications in
the financial services industry are
really in the purview of the younger
generation. But really, it crosses all
of our member segments.
- PETER WOHL, CHIEF PERFORMANCE AND
INNOVATION OFFICER, SEFCU

capitulation that we don't know how to
design for our members." So what seems
like a way to streamline the process for
members simply transfers the pressure
of deciding from the credit union to the
member. Also, as McDaniel points out,
credit unions are sitting on a "mountain
of data" that can help them hone their
apps down to the most relevant features
and functions for their members.
The new minimalism extends to devices
and operating systems as well. "You have to
be selective and try to hit the broadest base
of your population, but you can't support
everything out there," says Spellerberg.
"There are just too many devices and too
many versions of operating systems. So
you have to make some tough choices with
what you are and are not going to support."

AN EYE ON SECURITY

Security is always a concern in mobile
banking, and this concern increases
every year. Not only are criminals
becoming more adept at virtual breaking
and entering, but security technology
also changes so fast that credit unions
often have to scramble to keep up. Most
recently, we went from thumbprint

''

identification to face recognition, and
voice recognition and behavior recognition aren't far off.
Out-of-band authentication, such as
use of SMS one-time passwords, is also
becoming more common - which can
be a problem for credit unions that have
a geographically diverse member base.
Take United Nations Federal Credit
Union: Two-thirds of its members live
abroad. In some regions, data networks
aren't as fast or reliable, and in others,
it is a matter of security. Sending and
receiving texts can be expensive in many
areas, as well. To solve all these issues,
United Nations Federal Credit Union
was one of the first financial institutions
to use Google Authenticator. "You have
an app that works even in an offline
mode that's constantly generating the
token," explains Surapaneni. "You enter
the token, and it acts as if you received
an SMS code on your phone."

SELLING MEMBERS
ON MOBILE

When we look at the ubiquity of mobile
banking, sometimes we forget that we

''

You really need to simplify and
get the user experience that's
going to help members actually
use the things they most want.
- BRICE MINDRUM, MOBILE SERVICES MANAGER,
AMERICA FIRST CREDIT UNION

''

27



Table of Contents for the Digital Edition of The NAFCU Journal May - June 2018

Conferences
From the Chair
Washington and Industry Briefs
Trump, Credit Union CEOs Discuss Issues at White House
Growth Strategies
In Cybersecurity We Trust?
The New Landscape of Mobile Banking
2018 Annual Conference Exhibitor Directory
Executive Spotlight
Management Insight
Compliance Central
Inside NAFCU Services
The NAFCU Journal May - June 2018 - Cover1
The NAFCU Journal May - June 2018 - Cover2
The NAFCU Journal May - June 2018 - 1
The NAFCU Journal May - June 2018 - 2
The NAFCU Journal May - June 2018 - Conferences
The NAFCU Journal May - June 2018 - From the Chair
The NAFCU Journal May - June 2018 - 5
The NAFCU Journal May - June 2018 - Washington and Industry Briefs
The NAFCU Journal May - June 2018 - 7
The NAFCU Journal May - June 2018 - 8
The NAFCU Journal May - June 2018 - 9
The NAFCU Journal May - June 2018 - Trump, Credit Union CEOs Discuss Issues at White House
The NAFCU Journal May - June 2018 - 11
The NAFCU Journal May - June 2018 - 12
The NAFCU Journal May - June 2018 - 13
The NAFCU Journal May - June 2018 - 14
The NAFCU Journal May - June 2018 - 15
The NAFCU Journal May - June 2018 - Growth Strategies
The NAFCU Journal May - June 2018 - 17
The NAFCU Journal May - June 2018 - In Cybersecurity We Trust?
The NAFCU Journal May - June 2018 - 19
The NAFCU Journal May - June 2018 - 20
The NAFCU Journal May - June 2018 - 21
The NAFCU Journal May - June 2018 - 22
The NAFCU Journal May - June 2018 - 23
The NAFCU Journal May - June 2018 - The New Landscape of Mobile Banking
The NAFCU Journal May - June 2018 - 25
The NAFCU Journal May - June 2018 - 26
The NAFCU Journal May - June 2018 - 27
The NAFCU Journal May - June 2018 - 28
The NAFCU Journal May - June 2018 - 29
The NAFCU Journal May - June 2018 - 30
The NAFCU Journal May - June 2018 - 2018 Annual Conference Exhibitor Directory
The NAFCU Journal May - June 2018 - 32
The NAFCU Journal May - June 2018 - 33
The NAFCU Journal May - June 2018 - 34
The NAFCU Journal May - June 2018 - 35
The NAFCU Journal May - June 2018 - 36
The NAFCU Journal May - June 2018 - 37
The NAFCU Journal May - June 2018 - 38
The NAFCU Journal May - June 2018 - 39
The NAFCU Journal May - June 2018 - 40
The NAFCU Journal May - June 2018 - 41
The NAFCU Journal May - June 2018 - 42
The NAFCU Journal May - June 2018 - 43
The NAFCU Journal May - June 2018 - 44
The NAFCU Journal May - June 2018 - 45
The NAFCU Journal May - June 2018 - 46
The NAFCU Journal May - June 2018 - 47
The NAFCU Journal May - June 2018 - Executive Spotlight
The NAFCU Journal May - June 2018 - 49
The NAFCU Journal May - June 2018 - Management Insight
The NAFCU Journal May - June 2018 - 51
The NAFCU Journal May - June 2018 - Compliance Central
The NAFCU Journal May - June 2018 - 53
The NAFCU Journal May - June 2018 - Inside NAFCU Services
The NAFCU Journal May - June 2018 - 55
The NAFCU Journal May - June 2018 - 56
The NAFCU Journal May - June 2018 - Cover3
The NAFCU Journal May - June 2018 - Cover4
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