In modern times, more electronic services are being developed and produced, to respond to the increased customer-focused demands. We want to take care of our affairs, starting from the daily purchases, online or preferably by mobile phone. The starting point in developing these mobile services should be us and our needs. That is exactly what S Group did. They launched their S-mobile application on the bases of their customers’ requests. But they didn´t want to settle for something ordinary. They wanted to take a step further and combined the customers´ trade and banking services.
S Group let their customers take part in the designing and testing of the application. By doing so, they showed that our voices and wishes were heard – furthermore, that they truly wanted to create a genuinely useful application. From this work S-mobile got an honorary award in Grand One 14 competition. According to the consumers’ responses, S-mobile users seem to be rather satisfied. We have now an application that provides the ability to manage both commercial and banking services just with a mobile phone.
Have they finally developed a service that corresponds to our needs? You might think so, but have all customer groups taken into account equally – or have S-mobile forgotten someone?
In the VTT (Technical Research Centre of Finland) research “Ikääntyvien Idealiike” (2007) elderly people were asked for ideas for developing mobile applications.
Some expectations of the users according to this research:
- Being able to take a picture of the barcode on a bill while paying it
- Including the bonus system to mobile phones instead of having a bonus card
- Being able to get the choices of the home carried meals beforehand to the mobile phone
Some of the ideas are already in use in S-mobile. S-mobile is useful and user friendly, but there is no point to it if senior people don`t know it. We suggest that there should be customer events to this group co-op. That would provide customers with common information about the mobile devices (mobile phones, tablets) and services that S-mobile provides. Also more improvements are planned to the S-mobile. You can take a peek of them by using the following link: S-mobiilin salainen suunnittelupöytä
What could S Group and S-Bank do to add senior consumer’s value even more? Considerable improvements could be for example: adding paying links to the co-op offers, sending messages by SMS, marketing the Kauppakassi- service to the elderly people and also charging the service by S-mobile.
As the population in Finland is ageing, senior citizens should be taken along when planning S-mobile services. One existing service, “Kauppakassi”, should be added to S-mobile which would significantly ease the life of elderly people. Senior citizens have money, S-Bank has the products and services. Anyway the services stay on the bank`s shelf as this article, Mummi maksaa viulut, states. How can S Group and S-Bank make senior citizens meet the S-mobiles services? When you get older, how would you like to take care your banking and shopping?