“I am extremely pleased that Danske Bank has won this award as it is a result of our ongoing efforts to innovate the Mobile Bank app as well as responding to customer feedback. This shows that staying close to our customers and listening to their needs is key to delivering truly customer-centric solutions,” says Linda Olsen, COO Personal & Business Customers, Technology & Services.  
 
Involving customers throughout the development phase
Customer involvement was key in the development of these solutions. Customers were included throughout the development and design process, thereby ensuring that the solutions which were developed were in fact an improved user experience and matched our customers’ needs.

This has resulted in a simpler, easier to use and more intuitive Mobile Bank, reflected by the rise in the app store ratings – from below 2 to 4.4 across our markets – as well as in the feedback from our customers.

A new way of working improves the customer experience
In 2020, Danske Bank took the first steps towards a new and more flexible way of working which we call Better Ways of Working. The initiative is part of Danske Bank’s plan to become a better and more efficient bank, and it transforms the way we develop solutions and products. 

“The development work on the Mobile Bank app shows how our new ways of working  and engaging with customers early on in the design process really can improve the customer experience. This is an example of the work we are doing to deliver on our ambition of becoming a better bank,” says Lars Alstrup, Head of Products & Solutions in Danske Bank.