Transforming the Login Flows

Transforming the Login Flows

Garanti Bank follows a customer-centric and innovation-driven approach that focuses on customer satisfaction as well as retention rates. The biggest hurdle against user experience is definitely the authentication process. By keeping in mind how valuable users’ time is, Garanti Bank has been transforming their login flows. New way of login definitely saves users’ considerable effort while enabling customers to perform seamless journey. Login improvements are explained in 3 aspects below:

1.   Tokenization & Remember Me: It all started by noticing the users’ problem to remember and enter their customer number in each login. In order to solve this problem, Garanti Bank enabled users to login with their TR Identity Number. A short while after, Garanti announced a new security structure which was developed by the subsidiary of Garanti Bank, Garanti Technology (GT). This unique infrastructure, Tokenization, matches customer number with the device ID and holds this in the secure element of the device. Additionally, users also had the “Remember Me” feature which stores their customer number and made them login by only entering their password. 2nd factor of authentication is covered by tokenization. In the first month of this new feature, ~500K users tokenized their devices and Garanti Mobile has received so many positive comments in the stores and social media.

2.   Login via Notification: Thanks to its value creating strategy, Garanti Bank has differentiated itself from competitors with superior quality of service, infrastructure security, uninterrupted transaction competency, and its ability to offer creative technologic solutions, and has become well-known in the sector as a company of "firsts". These innovative solutions are not only served for mobile users, but also online banking users have started to experience a simpler method of login in 2016. Now, they are able to login by approving the notification that they receive from Garanti Mobile. This “Login via Notification”  feature eliminates the need to read SMS OTP and type it to web. Together with the tokenization feature, this new method swept away the SMS dependency and enables us to serve a faster login process, while also solving the headache to wait these messages and lost them in network while abroad.

3.   Biometrics: The number of passwords that users have to remember is increasing day by day with the new services that come into their lives. That’s why biometrics is becoming an indispensable part of digital technologies. Thus, with the latest update, Garanti Mobile users are able to log in easily, securely and quickly by recognizing the structure of the eyes. For the users who activate “Login via Eye Recognition” feature, one look is enough to log into mobile while on the go. No more passwords to remember or manage and users still can use their password as alternate. What is more, by using the gyroscope feature, it is enough to position the phone in the vertical axis to open eye-scan. It facilitates the seamless login and clear away all the frictions.

Besides these 3 aspects, with the latest update Garanti Mobile has been redesigned by considering new user trends, users’ comments on stores and social media. From public page to secure dashboard as well as the login flows, users have a much more simplified experience. With only one-click (by scanning their eyes or typing their password) users can directly login and see their accounts & cards. This is parallel to Garanti Bank’s strategy to perform transactions in one-click to create seamless user journeys. Definitely, this approach is going to reveal many different cases and future opportunities for more innovative bleeding-edge products and services.

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