We are building the mobile bank for a new generation of customers – together with banks

These customers expect instant service, seamless digital experiences, and personalized financial guidance. In Norway, nearly 70% of people who switch banks are under 45, and three out of four already use more than one bank.

The mobile bank plays a central role. It is no longer only a place for checking balances and making payments, but the gateway to saving, investing, pensions, and insurance. For the youngest customers, the TikTok generation, the mobile bank must function on the same level as the apps they use daily.

“Listening to and understanding what Gen Z and millennials care about is essential when building the next generation of mobile banking. Banks need to match the user experience people are accustomed to from modern apps,” says Martin Kverne, Head of Sales at Tietoevry Banking in Norway.

A flexible, customer-driven platform

To meet these expectations, Tietoevry Banking is developing a new, flexible mobile banking platform in Norway. It relies on customer collaboration and a modular approach, where standardized components deliver speed, security, and compliance, while banks can tailor user experiences to stand out in the market.

In recent weeks, workshops with banks including Fana Sparebank, BN Bank, Sparebanken Møre, Lokalbank, OBOS-banken, and the Frende Group have provided valuable insights.

“Working closely with our customers is rewarding. By gathering input from a wide range of roles, from advisors to product managers, we gain a deeper understanding of banking challenges and can make sharper decisions,” says Emilie Henriksen, UX Designer at Tietoevry Banking.

“The mobile bank already has strong functionality, but the real potential lies in connecting services more closely and creating a seamless customer journey,” adds Ingvild Krokvik Mikkelsen, Business Developer at Sparebanken Møre.

Smarter digital banking services

One key design principle emerging from the workshops is simplicity. Tietoevry Banking follows a “three-click rule” – customers should be able to reach the most important features in no more than three taps.

Flexibility is also central. Banks will be able to brand and configure their mobile bank with ease, while end-users can personalize their experience by pinning favorite features or adjusting the interface.

Personalization is at the heart of the new platform. The solution is designed to adapt to different customer needs:

• A security-focused grandparent should find reassurance and fraud prevention tools.
• A student should receive budget support, saving tips, and financial education.
• Customers valuing simplicity should get a streamlined experience, while advanced users can access more sophisticated functionality without losing clarity.

Popular requests from banks include features like “My Finances”, allowing customers to categorize spending and gain better insight into expenses, and “Family Banking”, where parents can manage cards, accounts, and savings for the whole household.

Shared platform, unique experiences

While many banks have developed mobile apps with similar core functionality, what often sets them apart is the user experience. Tietoevry Banking’s modular approach ensures both speed to market and differentiation.

For end-users, this means less friction, more relevance, and easier access to support when needed. For banks, it’s about building deeper relationships by delivering richer, more tailored experiences.

“We’re inspired by everything from travel apps to streaming services and social media. Some changes will be introduced soon, while others are part of a longer-term roadmap that includes AI, third-party integrations, and extending the customer journey to include investments and financial advice,” says Laila Frøseth, Product Manager at Tietoevry Banking.

Artificial intelligence is seen as the next step.

“We can imagine an AI-powered assistant guiding customers when they log in. People are already familiar with copilots and chatbots in everyday life, and we believe expectations for such tools in mobile banking will continue to grow,” says Mikkelsen.

At the same time, Tietoevry Banking emphasizes that digital services will currently not replace human relationships, and the mobile bank will connect the user to a personal advisor when needed.

“We can imagine an AI-powered assistant guiding customers when they log in. We believe expectations for such tools in mobile banking will continue to grow."
Ingvild Krokvik Mikkelsen, Sparebanken Møre

 

Interested in the mobile bank development? Martin Kverne is happy to discuss more!