Yapi Kredi’s NFC-Enabled Contactless Login to Mobile Banking
Company: Yapi Kredi Bank, Istanbul, Turkey
Company Description: Yapi Kredi, the 4th largest private bank in Turkey, has been dedicated to deliver since its establishment in 1944. As one of the 10 most valuable brands in Turkey, Yapi Kredi has strong inherent culture of customer-centric core banking focus and value generation and has consistently been recognised as the Best Bank in Turkey by various prestigious institutions including The Banker and World Financ
Nomination Category: Mobile Site & App Categories
Nomination Sub Category: Experimental & Innovation
Nomination Title: Yapi Kredi’s NFC-Enabled Contactless Login to Mobile Banking
Date this app or site was first published: Yapi Kredi’s NFC-Enabled Contactless Login to Mobile Banking was released on January 2018.
Briefly describe this mobile site or app’s objectives and how it has met those objectives (up to 200 words). If applicable, include here the platforms your app supports:
Mobile banking users in Turkey used to login mobile app with their credit card numbers and card passwords. However, in December 2016 Banking Regulation and Supervision Agency (BRSA) has banned banks in Turkey to let their customers access to digital banking via solely their credit card information due to security reasons. After regulation, customers had to create password to login mobile banking. Since getting new password is accordingly challenging, it affected customer experience adversely. Customers do not want to go through new password generation process and memorizing it afterwards. That’s why, we developed “Contactless Login to Yapi Kredi Mobile with Credit Card”.
We implemented NFC technology for mobile banking login for the first time in Turkey. Our competitors ask their users to enter several inputs to define password and expect customers to remember it to login mobile banking. With this innovation, we have eliminated the password generation process and instead, we enabled customers to use their card passwords.
We inspired by credit card customers’ shopping behavior with contactless cards. Since this innovation enabled users to login Yapi Kredi Mobile just by doing what they do in their daily life to make contactless payment, it worked so well for card customers.
Provide the applicable creative and production credits for this entry:
Credit card customers were suffering from not being able to login to mobile banking with easily. Because Banking Regulations and Supervision Agency (BRSA) regulations have forbidden banks in Turkey to allow customers login digital banking just by their credit card information. Therefore, some customers did not prefer to create password and some had difficulty to remember password even if they create one. So, we had to find a workaround solution to overcome this regulation and we came up with “NFC-enabled contactless login with credit card” feature. This is a user identification method that enables customers to securely login Yapi Kredi Mobile app. User brings her credit card closer to her NFC-enabled smart phone so that card chip is detected by NFC reader on the phone. When customer enter card password, it unlocks the mobile banking app.
We implemented NFC technology for login to mobile banking for the first time in Turkey by Yapi Kredi. Our competitors ask their users to enter several inputs to define a password and expect customers to remember it to login mobile banking. With this innovation, we have eliminated the password generation process and instead, we enabled customers to use their card passwords which is much more rememberable for customers.
We have inspired by the daily life behaviour of card customers and we worked in line with design thinking approach to make the customer experience perfect. For this reason, customers do not have any difficulty while using this feature. The feature is so easy to use that the customers have adapted this feature at a very fast pace.
Since this innovation enabled users to login Yapi Kredi Mobile just by doing what they do in their daily life to make contactless payment, it worked so well for card customers. This feature enabled us to overcome the regulation and enhance customer experience at the same time. In this way, customers who own contactless credit card can effortlessly login mobile banking.
Contactless Login feature is used by those who do not want to login by using the password but also our non-digital customers who have never logged in mobile banking. Our non-digital customers have started using our mobile channel since this feature enables them to have an easier access to mobile banking. We launched this feature on Jan, 23rd. We expect more and more customers will use this feature for easy login. This feature is also helping us to gain more new digital customers who have never logged in our digital channels. Since there is a password creation process, many card customers used to ask their card related questions to Call Center. With this feature, we have started to migrate them to mobile banking channel.