With awards season wrapped up, we at Corporate Insight would like to highlight some of the more expansive changes Credit Card Monitor firms have made to improve their customer service and desktop site and mobile app designs. We prepared this slide deck to give an overview of 2015; while many changes and redesigns were not universal, they do mark shifts in the focus to improve the customer experience and raise the bar across the industry. A few general highlights include: 1. Firms incorporated responsive elements into redesigns, placing increased attention on a seamless experience across desktop and mobile platforms. 2. Payments services remain ripe for firm innovation and branding – while many have adopted the Apple, Android and Samsung Pay trifecta, some are also exploring in-house offerings. Additionally, some firms are competing with the Visa Checkout and MasterCard Pay Pass online payments services with their own branding. 3. Several firms updated their rewards programs, adding unique options and expanding redemptions to mobile apps and partnerships to pay at retailers. We present this slide deck as both a commendation and survey of the progress over the course of 2015 – and we look forward to much more throughout 2016.To keep track of all recent industry developments, read our biweekly Credit Card Monitor Updates.

1. 2015 Credit Card Monitor Review
APPS, PAYMENTS AND REWARDS
SUMMARY SLIDE DECK
AUTHORS: JAVONNI JUDD AND MEREDITH BARTHOLD
COPYRIGHTCORPORATEINSIGHT
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2. ABOUT CORPORATE INSIGHT
Connect With Us
Corporate Insight provides competitive intelligence and user experience research to the nation’s
leading financial institutions. For more than 20 years, the firm has tracked technological developments in
the financial services industry, identifying best practices in online banking and investing, online
insurance, mobile finance, active trading platforms, social media and other emerging areas. There are no
assumptions in Corporate Insight’s work – we use live accounts at all of the firms we research, providing
our clients with unparalleled, unbiased intelligence on the competition.
JAVONNI JUDD
Senior Research Associate
(646) 454-2661
jjudd@corporateinsight.com
MEDIA INQUIRIES
Joshua Grandy, PR Manager
(646) 876-7524
pr@corporateinsight.com
Press Coverage

3. INTRODUCTION AND TABLE OF CONTENTS
 Industry Innovations
 New and Noteworthy Sites
 Late Additions and 2015 in Promotions
 Contact Us
3
INTRODUCTION/TABLEOFCONTENTS

4. INDUSTRY INNOVATIONS
4
INDUSTRYINNOVATIONS

5. MOBILE PAYMENTS SERVICESINDUSTRYINNOVATIONS
Fall of 2015 saw the launch of Android Pay and Samsung Pay by eight and six of
the 11 Credit Card Monitor firms, respectively. U.S. Bank and Chase both created
digital wallet microsites to organize all compatible digital payment technology
pages together.
Chase Digital Payments Overview and U.S. Bank Mobile Purchasing Microsite

6. MOBILE APP REDESIGNSINDUSTRYINNOVATIONS
In 2015 Chase, Capital One, Citi and
Bank of America joined American
Express and Discover to offer Touch ID
authentication with iOS mobile apps.
Bank of America, Citi and Capital One
released Apple Watch apps.
In April, Wells Fargo added Spanish to its
mobile app and redesigned its Android app
in the Fall of 2015.
From Top: USAA Biometrics Overview,
Capital One App for Apple Watch and
Wells Fargo Mobile App
U.S. Bank and USAA both introduced
biometric login features, adding extra
security. USAA card holders can now log
in using Touch ID, Facial Recognition and
Voice Recognition.

7. AMEX’S EXPRESS CHECKOUT, CHASE PAY AND FREEDOM
REWARDS MOBILE APP
INDUSTRYINNOVATIONS
Both services offer clients a fast and secure
way to shop online by pre-filling card and
personal information, bypassing storing
information on retailer sites.
Chase’s Freedom mobile app
allows users to redeem points
for gift cards, pay merchants
and send money using
QuickPay.
Chase Pay Chase Freedom App
Amex Express Checkout

8. NEW AND NOTEWORTHY SITES
8
NEWANDNOTEWORTHYSITES

9. HOMEPAGE REDESIGNS – AMEX, B OF A AND CITICARDSNEWANDNOTEWORTHYSITES
Expandable menus and account transactions merged with homepage
Citicards overhauled its private homepage, merging account summary, transactions, rewards
and offers into one page. Bank of America and AmEx also redesigned their homepages with
quick menus of recent activity and rewards balances.

10. BARCLAY’S PUBLIC SITE (DECEMBER 2015)
10
New Comparison Tool
Barclaycard’s responsive public site presents cards with rich imagery, adding filter and
comparison tools. While the site has room for improvement, it represents significant
progress for the public site, which previously lagged far behind industry standards.
NEWANDNOTEWORTHYSITES
Filter Menu
Barclay’s Public Site Comparison Tool and Filter Menu

11. CAPITAL ONE REDESIGNS PUBLIC SITE, ACCOUNT SERVICESNEWANDNOTEWORTHYSITES
Capital One Redeem Rewards
The updated public site includes secondary
navigation separating personal and with an
embedded Sign In section on the homepage.
The firm now allows users to close their
accounts online – the first firm in our group
to offer this feature. Capital One also
migrated its rewards center to the private
site My Rewards center.
Redesigned Public Homepage
Close Your Account Feature

12. DISCOVER IMPROVES ACCOUNT SERVICES
12
NEWANDNOTEWORTHYSITES
Discover stood out last year for redesigning and adding unique features. New
payment options, transaction customization, instant freeze and relaunching its
card offers program demonstrated a strategic focus on the card holder’s
experience across servicing needs.
Freeze It, Transaction Tags, Discover Deals and Pay with Cashback Bonus (Left to Right)

13. WELLS FARGO ADDS UNIQUE REWARDS REDEMPTIONSNEWANDNOTEWORTHYSITES
Wells Fargo updated its private Rewards
Center with a vertical responsively
designed layout along with unique
redemption options. The firm is the only
issuer allowing users to redeem points for
a cash transfer to someone else’s Wells
Fargo bank account. Wells Fargo is one of
three banks allowing users to share their
points with other users.
Gift Rewards to Others
Pool Rewards with Others

14. LATE ADDITIONS AND 2015 PROMOTIONS
14
LATEADDITIONS

15. LATE (BUT GREAT!) ADDITIONSLATEADDITIONS
Discover finally
announced Apple Pay
compatibility in
September, the last of
the Credit Card Monitor
coverage group to do
so.
American Express joins
five other firms in the
Credit Card Monitor
coverage group to offer
all of its card holders
access to their credit
scores.

16. THE YEAR IN PROMOTIONSPROMOTIONSANDOFFERS
Throughout the year, firms used social media to promote sweepstakes and
general account offerings.
From Left: Bank of America Mobile Deposits, Discover Refer a Friend, Chase Mobile App and PNC Apple Pay

17. CORPORATE INSIGHT THOUGHT LEADERSHIP
Responsive Design in the Retirement and Insurance Industries
In this slide deck, we examine how firms in the retirement and insurance industries have responded to growing
consumer demand by introducing new and redesigned websites. The slide deck focuses on responsive websites
developed in 2014 and predictions for website redesign in 2015 and beyond.
Online Communities Across Financial Services: American Express, Bank of America and TIAA-CREF
This slide deck examines the design and capabilities offered by each firm’s online community, with a focus on
noteworthy site features. We also provide tips for financial services firms looking to improve their online
communities.
The Complete Bitcoin User Experience: Mining, Exchanges, Wallets and Beyond
This study provides a detailed analysis of how Bitcoins are created, traded and stored. The study includes reviews of
the top websites and online services driving the Bitcoin marketplace including Slush’s Pool, Blockchain.info and
Coinbase, among others.
2014 Mobile Finance Trends and Innovations
This study draws on our ongoing tracking of the industry, as well as relevant developments outside of the financial
services space. The study includes commentary on mobile developments, key takeaways for financial services firms
and thoughts on what is next for mobile finance.
Senior Citizens & Mobile Finance: Design & Support Solutions to Empower the Senior Set
Using CI’s user-testing expertise and ongoing mobile finance research, this slide deck highlights specific areas where
seniors may struggle with financial services apps, and offers design and support solutions that will give this valuable
audience the comfort and confidence to engage in mobile finance.
CORPORATEINSIGHTTHOUGHTLEADERSHIP

18. ABOUT THE AUTHORSABOUTTHEAUTHOR
Contact Javonni Judd:
(646) 454-2661
jjudd@corporateinsight.com
Connect with Javonni
Connect with CI
Javonni Judd
Senior Research Associate
Bank Monitor and Credit Card Monitor
Javonni Judd is a Senior Research Associate for
Corporate Insight’s Bank Monitor and Credit Card
Monitor research services.
Meredith Barthold
Research Associate
Bank Monitor and Credit Card Monitor
Meredith Barthold is a Research Associate for
Corporate Insight’s Bank Monitor and Credit Card
Monitor research services.
Contact Meredith Barthold:
(646) 929-5151
mbarthold@corporateinsight.com
Connect with Meredith