DIGITALISATION Q2 2021 1
DIGITALISATION@HANDELSBANKEN Web and app developm
ent based on the customers’ – and our – needs More customers are meeting us via the website and app, and our ambition is that customer meetings are seen as personal and relevant – regardless of when, how and where we meet the customer. igitalisation gives us good opportunities to provide individual, personal advice and guidance to more customers, and the increased efforts we are now making will lead to increased availability via digital meeting places, among other things. Overall, this will contribute to us moving even closer to our customers, and to our ambition of providing all customers advice for life, based on their current life situation – whatever that may be. D To succeed in this, the continuous development of our web and app interface is crucial. A lot of focus has been placed on identifying the needs and problems our customers have, and on finding a solution that both solves these and also contributes to Handelsbanken’s goals and desired direction – and, to this end, that development is undertaken in a way that is as time- and cost-effective as possible. Here, both design methodology and development environments play a role, as does our corporate culture. The competencies and creativity of employees is harnessed by ensuring that, even in the development organisation, there is an ambition to make decisions as close to the customer as possible. Entirely in line with how we have long run the branch-based operations. 2020 saw a large-scale migration to cloud-based development tools for our online services, with a large part of all web development seen by customers taking place with Azure DevOps Services, which is also the Bank’s first SaaS solution for development. One of the teams that works with our online meeting places started with a PoC and then moved essentially all web development to Azure DevOps Services. We have already seen effects in the form of time savings, an increased rate of innovation and growth in automation. It has become simpler and quicker to conduct tests and initiate production. In addition, there is a shorter distance to relevant feedback. There are some examples where we have conducted regression tests and then put into operation within a couple of hours. A new, more powerful development tool contributes to more satisfied employees and, ultimately, to better solutions for our customers. All in all, this transition will contribute to our overall goal of maintaining and benefiting from our culture and business model, implying a focus on opportunities for personal adaptation, advisory services on the customer’s terms and a mandate to our employees. 16 HANDELSBANKEN 2