• Expanding customer-centred digital services with its ‘mobile-first’ strategy
• Introducing new enhancements and capabilities with the help of big data and customer research
• As a result, the bank has recorded strong performances in their digital products sales and transactions.

Singapore, 11 June 2020— Hang Seng Bank received Best Mobile Banking Application at The Asian Banker International Excellence in Retail Financial Awards 2020.

Expanding customer-centred digital services with its ‘mobile-first’ strategy

The Hang Seng Personal Banking mobile app expanded the bank’s customer-centred digital service capabilities and reflects Hang Seng’s ‘mobile-first’ strategy. Customers can now perform a number of bank services, such as checking account balance, transfer services, performing foreign currency exchange and placing time deposits using the mobile app. The bank recorded an increase in the number of transfers made via its mobile app after the launch of its P.P Payment Platform. With the enhanced P.P Payment Platform, the number of customers who registered for FPS in December 2019 was twice that recorded during the same period in 2018. Usage of the bank’s mobile app has also been growing significantly, with the rate of active mobile users increasing by 60% in 2019.

Introducing new enhancement and capabilities with the help of big data and customer research

The bank developed a user-friendly mobile app to meet customers’ banking needs. From concept to release, the app revamp project took eight months, including user research, design and development. Adopting the Agile approach enabled the bank to design a mobile application according to the latest market trends and demands based on actual customer needs. Supported by greater user of big data and enh...

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