Meghan Gound

For financial services, mobile is an extremely important channel; even more so for a credit union with such a geographically diverse membership. Over the last few years, Navy Federal has completely overhauled the mobile banking channel to improve the experience. Now, our mobile channel is the most frequently accessed channel that continues to show strong engagement amongst our members.
This session will explore how Navy Federal transformed the mobile channel from organizational changes, to a whole new channel approach. These simple tactics have allowed us to deliver a feature rich channel that provides lasting satisfaction and engagement. Key elements of the session:

• Building a team- What is the right mix of people and skills? In-sourcing or out-sourcing?
• Creating the apps (s)- Native V hybrid apps- What is the right choice? Agile or waterfall? balance between UX, requirements, development?
• Delivering- How to drive engagement through well planned releases? What is the right cadence of releases? How to incorporate member feedback and testing information?