Grow your Credit Union through an engaging digital platform

Transcript 

00:00:00  - Introduction and line-up for the session

The webinar began with a warm welcome and an outline of the session's agenda. The focus was on exploring how credit unions can enhance growth through engaging digital platforms. The key segments included an introduction of ebankIT and its platform, a live demo, and a discussion on the next steps.

The host, Dan Killey, greeted the attendees, and introduced the ebankIT team who would also participate in this webinar.  He started with João Lima Pinto, Founder, board member, and executive leading commercial responsibilities. Then he introduced Raquel Cabaço, a Business analyst specializing in Canadian implementations. Pedro Azevedo, Chief Product Officer at ebankIT who focuses on product insights and Miguel, another Business analyst who conducted the demo. Finally, Dan Kelly introduced himself as VP of Canada and the main point of contact for Canadian clients.

João provided a brief overview of ebankIT, highlighting its 11-year history, strong presence in Canada (with over 40 credit union clients), and global reach with 20+ million users across 12 countries. He emphasized the company's commitment to innovation and proven track record of delivering award-winning digital solutions. Then Pedro introduced ebankIT’s platform, describing it as an omnichannel digital banking system that combines a robust out-of-the-box experience with tools for customization and localization. He highlighted that the platform supports upgrades and aims to exceed user expectations in engagement, security, and functionality. This set the stage for the live demo and deeper discussions on the platform’s capabilities.

00:05:00 - Presentation of the ebankIT Omnichannel Platform

The discussion focused on the features and capabilities of the ebankIT platform, emphasizing its modular, extensible, and user-focused design. Pedro Azevedo highlighted ebankIT's Core Banking Integration. The platform connects quickly to any core banking system via an integration layer, standardizing data to power specialized banking modules.  Pre-built self-service and internal channels support both member experiences and staff management. The platform's studio tool enables visual and functional tailoring, while modular, API-driven development simplifies third-party integrations. For engagement and personalization, Pedro underlines features such as a dynamic campaign engine, secure messaging, surveys, and App Store review tools. A dedicated product exploration and subscription module supports seamless device switching during the subscription process. The platform also includes a data warehouse with analytics for digital activity and integrations with systems for legal assistance, fraud prevention, and AI.

Regarding user experience, Pedro showcased personalization tools such as the Start Wizard and customizable dashboards to boost user engagement. Members have the ability to manage transaction limits, activate private mode, and switch between light and dark themes. Transfers and bill payments have been revamped based on user feedback to provide a more intuitive experience. For Small Business and Corporate users, he presented features like profile switching to enable smooth transitions between personal and business accounts. Businesses can carry out and approve bulk operations, manage digital channel settings, add delegates, and modify approval rules or limits. In terms of security and usability, the platform offers advanced authentication and low-friction multi-factor security options. There is also comprehensive auditing through the Operation History log that monitors omnichannel activities beyond transactions.

00:10:00  - UX strategy, AI assistance and a wide ecosystem of partners 

Pedro Azevedo mentioned that ebankIT has developed the "Design Particle System," a modern design system that supports their UX strategy. It emphasizes high accessibility and allows for differentiated design with superior control. He adds that by leveraging the latest technologies used by Apple (iOS), Google (Android), and Microsoft (web development), the platform ensures cross-channel optimization. AI assistance is also being introduced in the ebankIT Studio (a specialized digital banking tool) to boost development staff efficiency and enable integration partners to customize and extend the platform further. The ebankIT Studio supports partners in creating tailored digital experiences.

Beyond traditional demand accounts, the platform enables integration of credit cards, investments, and insurance products. ebankIT has partnered with Calabria, being the first to integrate their new CardWise APIs, which offer enhanced credit card functionalities (e.g., credit limit adjustments). As for investments, ebankIT offers a seamless integration with providers like Aviso to ensure flexibility for institutions already using similar partners. When it comes to insurance, legal changes in Ontario and Alberta are enabling improved digital insurance offerings, which the company aims to launch later this year. Dan Killey highlighted ebankIT advancements across multiple generations of Canadian digital banking experiences, ensuring fast deployment and innovative solutions for partners.

00:15:00  - Start of the demonstration

The demo started by showcasing the desktop platform’s new dashboard, emphasizing its flexibility and enhanced user experience. It began with a simple login and then attendees were introduced to a fresh, interactive interface where users can view their favorite account balances in a one-month, two-month, or three-month view. Dan Killey highlights that the platform supports seamless integration of external accounts, like those from Chase Bank, using open finance and open banking principles, making them appear native within the dashboard. Credit cards are displayed differently, offering a credit limit view instead of just balances, and supporting multiple credit card accounts, including points and cash accounts.

The dashboard also features a "favorites" section, where users can save recurring transactions like rent or allowances for quick access, providing flexibility for scheduling. Another standout feature is the ability to highlight and promote the institution’s full range of products, such as credit cards, mortgages, and borrowing options, ensuring users are aware of additional services. A "last operations" widget provides an audit trail for consumers, typically reserved for businesses, which tracks actions like address changes or new device logins for added security and peace of mind. Campaign areas are strategically placed throughout the dashboard to target users with personalized offers. The demo went on to discover customization options. We discover that the platform allows users to tailor the dashboard to their needs. For instance, users can rearrange or hide widgets, add new features like a savings goal tracker, prioritize important functions such as sending money, and choose alternative views for account information. After customizing, the updated dashboard reflects the user’s preferences, making it a powerful and highly personalized financial management tool.

00:20:00  - Transactions capabilities

The demo continued by showcasing additional features of the platform’s dashboard and transactional capabilities. Below the main dashboard, a quick-send option for e-transfers was highlighted, allowing users to easily send money and view their transfer history. The demo also included a PFM (Personal Financial Management) widget, which displayed progress on savings goals, such as saving for a vacation, underscoring the platform’s personalization capabilities. The dashboard’s flexibility enables users to tailor it to their preferences, emphasizing what's most important, whether credit, investments, or savings goals.

The presenter then navigated to a comprehensive "My Products" section, which organizes all accounts, credit cards, and loans while also promoting additional products, such as mortgages or term deposits. Users can explore, open new accounts, and discover other offerings, ensuring the platform remains dynamic and encourages product engagement.

The transaction process was demonstrated through an e-transfer, highlighting the platform’s intuitive design and consumer-focused enhancements. The process included options to add a one-time contact—particularly useful for transactions with individuals unlikely to reappear in the user’s address book—along with support for business-based account number transfers. The e-transfer experience has been optimized to align with what most Canadians expect, such as challenge questions appearing during the transaction instead of being tied to contacts. Additional features like invoice or recipient details for business transactions were also showcased. 

The confirmation page for the e-transfer was then displayed, integrating dynamic security through a risk engine that supports third-party services or enterprise-level risk management systems. After successfully completing the transfer, users can save frequent transactions to their favorites for quicker future access, further streamlining the platform's usability and personalization.

00:25:00  - Personalization features

The demonstration provided insights into how transactions and transfers work on the platform. Users can pay multiple bills quickly by selecting vendors, typing amounts, and using nicknames for vendors. The transaction process is similar to transfers and was briefly demonstrated.

Personalization features were showcased too where users can upload profile images, switch to supported languages, toggle dark mode, and manage multiple profiles (personal or business). Profile switching allows flexibility for managing small businesses or side gigs. The business dashboard differs from the personal dashboard, showing account groups, balances by subgroups, and operational data. There’s an omnichannel contract feature for managing users, limits, authorizations, and other business needs.

The mobile experience mirrors the desktop with features like a graph view for accounts, widgets (e.g., financial coach), and personalized dashboards. Small business features include approvals, pending operations, and marketing widgets.

00:30:00  - Mobile experience

The presenter continued exploring the various features of the mobile platform. Users can access a list view of all their accounts, with options for visual treatments like cards. This section includes all the products and services available from their financial institution on the platform. The process of sending an e-transfer, a commonly used method in Canada, was shown. Users can choose contacts and accounts, making it easy to complete the transaction. The mobile platform includes a mailbox icon where users can view all notifications, such as new device registrations. Even if a notification was previously dismissed, it can be accessed later. There is also a messaging feature, allowing users to contact staff members regarding banking matters, such as term deposit options or mortgage renewal inquiries. These messages are routed to the bank’s front office tool, where staff can track, assign, and manage responses.

The platform also offers analytics tools that allow financial institutions to track data related to digital campaigns and user engagement. Users can view real-time reports on campaign performance, such as the number of clicks or impressions, helping them assess the effectiveness of their digital marketing efforts.

00:35:00  - Understanding user engagement

Raquel Cabaço showcases the analytics tool by explaining that the platform provides reports on user engagement, tracking how many users are logging in, when they log in, and whether new digital channels are attracting more users. It also offers transaction reports, showing how many transactions are being completed, the value of money being moved, and trends over time (e.g., higher activity at the end of the month). These insights help understand user engagement and the financial activity within the platform.

Dan Killey outlined the migration process for those interested in adopting the platform, mentioning that many Canadian customers, particularly credit unions, have already migrated successfully. Migration options are flexible, with out-of-the-box solutions for small businesses, and the ability to host the platform on your own or with other providers for larger institutions. The platform is designed to be simple to deploy and use for both small and corporate businesses, reducing barriers to adoption.

There are two paths for innovation: the "Turnkey" option for customers who prefer a standard, out-of-the-box solution, and the "Extendable" option for those wanting to innovate, extend the platform, or integrate with third-party fintech partners.

00:40:00  - Closing notes

The platform offers various levels of customization, including the "Bespoke" option, which allows for a completely unique user experience tailored to specific needs. Whether users prefer the standard experience or want a significantly different design, ebankIT can accommodate these preferences. Dan Killey acknowledged the demand for platform migration and emphasized the company’s global ecosystem of partners who can assist with integration, extension, and implementation of the platform across Canada, North America, and worldwide. This support ensures that the platform can be successfully deployed during times of high demand. To learn more, attendees were encouraged to visit the website, download the trends and predictions report, and contact the company for further exploration.

João Lima Pinto closing notes is an extended an invitation to attend the third ebankIT summit in Porto, scheduled for June 11-12, where participants can meet the team and learn more about the company’s roadmap.