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The key ambition with the service is “to bring the bank closer to the customer”

(project manager). Since MBT is an offline service it can support the user

wherever he/she is (e.g., on the beach, in a foreign country, or onboard an

airplane) since no other infrastructure (e.g., a reliable wireless network

connection to the Internet) is needed. However, to keep the data in MBT

updated with the bank and transactions made the user needs to synchronize his/

her device now and then. Today, this can be easily done by just putting the PDA

in its cradle, which is connected to a computer, or simply by using a mobile

phone with built-in modem to call up the bank over GSM or GPRS. When a

secure connection is established between the PDA and the bank server, all

transactions made on the PDA is transferred to the bank and synchronized with

any other transactions made (e.g., VISA card transactions, Internet bank

transactions, etc.).

MBT makes it possible to do almost any kind of action that is possible to do

over the Internet bank channel. However, the main advantage with the MBT is

not that it supports all the online Internet services, but that it supports offline

activities. For instance during flight trips, the user can manage his or her

accounts and make some transfers offline and then just synchronize the

information whenever its possible to connect to the Internet.

The bank saw MBT as a complementary channel to the other channels

available to the customers (e.g., the bank offices, the telephone bank, the

Internet bank, the ATM machines, etc.).

One of the users commented on this:

“I guess this is a good idea, and I can see myself using it if only the

next version is more easy to use. It is pretty similar to the Internet

bank with the difference that now I can bring this with me

wherever I go.” (user 1)

Some users were concerned, however, about the benefits with a new channel:

“I just don’t see the point. To be honest, I tried to be open about

this. Maybe it’s just me being, well… older than the target group,

but I just can’t see what type of business that needs such an urgent

attention. I do my banking business at home by my PC.” (user 4)

Another intention with the design, as expressed by the project leader at the

bank, was that it could be a good complement for customers on vacation where

the customer might not have access to the Internet so easily.

One of the users commented on this possibility:

“In all honesty, I try to put these types of things out of my head

while on vacation. I just don’t want to bother with it, and it is no

problem whatsoever to deal with transactions before going on

vacation. “ (user 7)

In sum, there were mixed feelings about MBT as a new channel that would

complement the other existing channels. While some users were positive about

it, others felt no benefits from MBT.