Pagaya Uses AI to Help U.S. Bank Customers Qualify for Unsecured Loans

Pagaya Uses AI to Help U.S. Bank Customers Qualify for Unsecured Loans
  • U.S. Bank is using technology from Pagaya to help underwrite unsecured personal loans.
  • Pagaya’s AI model generates underwriting recommendations and completes a secondary credit decisioning review of borrowers who were originally rejected.
  • The partnership, which has the potential to expand U.S. Bank’s borrower pool, has already led to the approval of more than 2,000 personal loans over the past few months.

U.S. Bank announced today it has tapped alternative underwriting solutions company Pagaya to help more borrowers qualify for loans.

U.S. Bank initiated the partnership to help more clients access personal loans, which often pose more risk for lenders because they are unsecured. Pagaya leverages AI to complete a secondary credit decisioning review of borrowers who are initially rejected. If Pagaya approves the borrower, U.S. Bank will originate and service the loan.

Key to the solution is Pagaya’s AI model that analyzes thousands of data points to generate tailored underwriting recommendations. Because the model uses more data than a traditional regression model, U.S. Bank can more efficiently find applicants who are responsible borrowers, but who don’t fit into the bank’s FICO score cutoff.

As interest rates remain high, banks will continue to face challenges in managing their lending operations. When higher interest rates lead to increased borrowing costs, some customers are unable to afford previously attainable loans. Also contributing to the smaller borrower pool, banks have become more selective in their lending practices by focusing on borrowers with strong credit profiles and stable financial histories.

“We know that we have many clients who don’t fall within our traditional credit parameters,” said U.S. Bank Head of Consumer Lending Partnerships Mike Shepard. “By expanding access to responsible credit solutions, we are giving clients access to funds when they need it the most, through their existing and trusted banking relationship with us.”

Ultimately, using Pagaya helps U.S. Bank extend loans to more clients by delivering credit to individuals who would otherwise be rejected. Since U.S. Bank began working with Pagaya for underwriting a few months ago, the bank has been able to approve more than 2,000 clients for personal loans.

New York-based Pagaya was founded in 2016 and has raised $1.6 billion in combined debt and equity across ten funding rounds. The company went public via a SPAC merger in 2021 and currently trades on the NASDAQ under the ticker PGY with a market capitalization of $8.95 million.

“We share U.S. Bank’s commitment to increasing access to life-changing financial products and services,” said Pagaya Chief Growth Officer Leslie Gillin. “With Pagaya’s integrated and seamlessly embedded lending technology, our lending partners can expand and deepen their client relationships to a more diverse group of borrowers.”


Photo by Ketut Subiyanto

U.S. Bank Unveils Embedded Payments Solution Courtesy of Microsoft Collaboration

U.S. Bank Unveils Embedded Payments Solution Courtesy of Microsoft Collaboration
  • U.S. Bank launched a new suite of embedded payments solutions within Microsoft Dynamics 365.
  • The collaboration embeds U.S. Bank payment capabilities across Microsoft platforms.
  • U.S. Bank said it plans to embed additional payment capabilities within platforms such as Microsoft Teams and Microsoft Power Platform.

U.S. Bank’s collaboration with Microsoft announced earlier this year has borne fruit: the bank has introduced a new suite of embedded payments solutions within Microsoft Dynamics 365. The integration embeds U.S. Bank payment capabilities across Microsoft platforms. It also makes U.S. Bank among the first financial institutions to take advantage of the opportunity of directly integrating into the popular enterprise resource planning (ERP) and finance solution.

Among the solutions available to businesses using Microsoft Dynamics 365 is the U.S. Bank AP Optimizer. Available directly from their business application, the technology gives treasury management teams the ability to automate invoice processing for both business and consumer payment disbursement within Microsoft Dynamics 365. This will facilitate automated accounts payable workflows, including matching and reconciliation.

“We are committed to meeting clients wherever they are in their digital journey, bringing payments to businesses in a way that’s instant, embedded and connected to the technology they use every day,” U.S. Bank vice chair and head of Payment Services Shailesh Kotwal said. “Our integration with Microsoft – which businesses rely on daily to serve their customers – opens new possibilities for U.S. Bank clients to improve efficiencies and enable faster payments.”

According to U.S. Bank, this week’s news is only the beginning. The bank announced that it has plans to embed additional payment tools within Microsoft platforms such as Microsoft Teams and Microsoft Power Platform.

“Embedded payments can deliver powerful, new ways for businesses to streamline processes, enhance visibility, deliver better experiences, and reduce risk,” Microsoft Corporate Vice President for Worldwide Financial Services Bill Borden said. “We are excited to build on our work with U.S. Bank, delivering integrated, easy-to-use digital payments capabilities to our customers through Microsoft Dynamics 365 with additional embedded solutions to come.”

The two companies have been working together closely since February, when U.S. Bank announced a “substantial investment” in the modernization of its technology by choosing Microsoft Azure at its primary cloud provider for applications. The move will give customers more tools and more options when it comes to accessing banking services and provides U.S. Bank with opportunities to grow via new partnerships and what the bank sees as an “ever-evolving financial services marketplace.”

U.S. Bank’s collaboration news comes just one month after the bank introduced a new cash flow prediction tool for small businesses. The solution gives SME owners a 90-day forecast of cash flow and enables them to factor in external client data along with data from their own U.S. Bank accounts to provide more comprehensive cash flow insights.

U.S. Bank most recently demoed its technology last September at FinovateFall 2021. At the conference, the Minneapolis, Minnesota-based bank demoed its Card-as-a-Service (CaaS) solution. The offering enables fintechs, partners, and clients to digitally extend corporate credit, and to leverage API integration to create a custom virtual payment experience in their own ecosystem. Spending limits, tokenization, and encryption are all features of U.S. Bank’s CaaS solution.


Photo by Karolina Grabowska

U.S. Bank Brings Cash Flow Projection Technology to Small Business Owners

U.S. Bank Brings Cash Flow Projection Technology to Small Business Owners
  • U.S. Bank introduced a new tool to give small business owners the ability to see a 90-day forecast of their cash flow.
  • The new offering is the latest innovation from U.S. Bank’s Business Essential suite of banking and payments solutions.
  • U.S. Bank made its Finovate debut last year at FinovateFall 2021. At the conference, the bank demoed its Cards-as-a-Service (CaaS) technology.

U.S. Bank unveiled a new solution to enable small business owners to see a 90-day forecast of their cash flow. The tool allows users to leverage external data from their clients along with their own U.S. Bank accounts to provide more comprehensive insights. The offering is designed to address what U.S. Bank Chief Digital Officer Irv Henderson called “a top concern for today’s business owners.”

“Giving our clients the ability to forecast their cash flow outlook, including, in the future, the capability to consider various scenarios, will provide them with vital information to make smart decisions for today and the future,” Henderson said.

U.S. Bank’s new cash flow tool gives users a 90-day historical view along with its forecast of account balances up to 90 days ahead. The bank plans to introduce additional functionality to enable users to build “what if” scenarios and observe the impact of those scenarios on future cash flow.

The tool is currently available to clients of U.S. Bank from their online dashboard. Part of U.S. Bank’s Business Essentials suite of banking and payments solutions, the cash flow tool is the bank’s latest effort to “bring together digital capabilities and the power of data” to provide small businesses with actionable insights, according to Henderson.

U.S. Bank made its Finovate debut a year ago at our all-digital FinovateFall 2021 conference. At the event, the Minneapolis, Minnesota-based bank demonstrated its Card-as-a-Service (CaaS) technology that enables companies to extend corporate credit digitally. With the touch of a button, virtual cards -with precise spend limits, tokenization, and encryption – can be pushed to users’ mobile wallets in real time. The Card-as-a-Service solution also gives businesses the ability, via API integration, to build custom virtual payment experiences in their ecosystem.

The parent company of U.S. Bank National Association, U.S. Bancorp serves millions of customers through a range of businesses including consumer and business banking, payment services, corporate and commercial banking, wealth management, and investment services. The institution has $591 billion in assets as of June 2022.


Photo by Karolina Grabowska

U.S. Bank Taps Payactiv to Help Companies Offer Employees Earned Wage Access

U.S. Bank Taps Payactiv to Help Companies Offer Employees Earned Wage Access
  • Clients that use U.S. Bank’s prepaid Focus Card for payroll can offer their employees access to their wages as they earn them, thanks to a new partnership between U.S. Bank and Payactiv.
  • Employees will not only benefit from early access to their wages, but will also have access to Payactiv’s other financial wellness tools.
  • “We’re proud to be on the leading edge, developing a solution that helps our business clients provide additional convenient options for their employee payroll,” said U.S. Bank Payment Services Vice Chair Shailesh Kotwal.

U.S. Bank is partnering with financial wellness company Payactiv this week. Under the agreement, U.S. Bank will leverage Payactiv’s earned wage access (EWA) tools.

U.S. Bank’s commercial clients that use U.S. Bank’s prepaid Focus Card for payroll can enable their employees to access a portion of the wages they’ve already earned. Employees can access their funds on their U.S. Bank Focus Card, via an instant deposit into their checking account, or other payment options.

In addition to benefitting from early payouts, employees will have access to other financial wellness services such as savings and bill management tools, financial education, and a discounts marketplace.

“The future of payments is one where companies may soon say goodbye to the traditional, biweekly payroll,” said U.S. Bank Payment Services Vice Chair Shailesh Kotwal. “Employers recognize that providing employees on-demand access to earned wages improves employee satisfaction and recruiting efforts. We’re proud to be on the leading edge, developing a solution that helps our business clients provide additional convenient options for their employee payroll.”

Payactiv was founded in 2011 to help companies send their employees their wages as they earn them, as opposed to bi-weekly. “We provide timely access to liquidity – so a single mother can pay for daycare between paychecks and a healthcare worker can cover an unexpected car expense,” explained company CEO Safwan Shah.

California-based Payactiv has raised $134 million in funding and earned a Best of Show award for its 2016 demo. In 2020, the Consumer Financial Protection Bureau (CFPB) approved Payactiv’s EWA program as exempt from the federal Truth in Lending Act and Regulation Z rules governing creditors. “Employers can take comfort in knowing that PayActiv continues to be the leader in responsible EWA for employees,” Shah said at the time.


Photo by Tara Winstead from Pexels

U.S. Bank Buys Expense and Travel Management Platform TravelBank

U.S. Bank Buys Expense and Travel Management Platform TravelBank

U.S. Bank has agreed to acquire San Francisco, California-based expense and travel management company TravelBank. Financial terms of the transaction were not disclosed, but one outlet, Skift, has said that the deal was valued at $200 million.

“We are focused on giving businesses more confidence, control, and convenience in managing payments and expenses,” U.S. Bank Vice Chair of Payment Services Shailesh Kotwal said. “TravelBank will help us accelerate these efforts.”

Founded in 2016, TravelBank offers an all-in-one solution for expense and travel management. Relying on a single platform, reporting model, and subscription price, TravelBank helps employees and businesses control and track expenses, automate traditionally manual processes, streamline both approvals and reporting, and remain compliant. With more than 20,000 customers, TravelBank claims to have reduced business travel spending by its clients by 30% on average, while simultaneously boosting employee morale with a user-friendly design and a travel rewards program. Ahead of this week’s acquisition, the company had raised $35 million in funding from investors including Dreamers VC and DCM Ventures.

“We created TravelBank to provide a single experience for expense reporting and travel management,” co-founder and CEO of TravelBank Duke Chung explained. “Our combined offering with U.S. Bank will be the most comprehensive expense, travel, and payment management solution in the industry.”

Skift further reported that Chung will “move over to the bank” post-acquisition, while TravelBank will continue to support its existing clients.

The acquisition is the fruit of a partnership between the two companies that extends back to September of 2020. In the fall of last year, U.S. Bank integrated TravelBank’s travel and expense management platform into its U.S. Bank Instant Card. The collaboration enabled program administrators to issue Instant Cards directly from their expense management platforms.

With nearly 70,000 employees and $567 billon in assets, U.S. Bancorp is the parent company of U.S. Bank National Association. Headquartered in Minneapolis, the bank serves millions of customers, both in the U.S. and around the world, with a variety of services including consumer and business banking, payments, corporate and commercial banking, wealth management, and investments.

U.S. Bank demonstrated its Card-as-a-Service (CaaS) solution at FinovateFall 2021 in September. The technology enables companies to leverage API integration to extend corporate credit digitally and create a custom virtual payment experience in their ecosystem.


Photo by Jason Boyd from Pexels

FinovateFall 2021 Sneak Peek: U.S. Bank

FinovateFall 2021 Sneak Peek: U.S. Bank

A look at the companies demoing at FinovateFall on September 13-15, 2021. Register today and save your spot.

U.S. Bank Card as a Service (CaaS) empowers fintech partners or clients to extend corporate credit digitally and create a custom virtual payment experience in their ecosystem through API integration. 

Features

  • Offers precise spend limits, tokenization, and encryption
  • Cards can be pushed to users’ mobile wallets in real time, with a touch of a button
  • Provides extensive controls around card security and fraud

Why it’s great
U.S. Bank serves millions of customers around the world and is known for creating innovative ways for customers to bank how, when, and where they prefer.

Presenters

Jon Zimmermann, VP Product Development
Zimmermann is a Vice President and Group Product Manager within the Corporate Payment Systems division of U.S. Bank. He is responsible for the U.S. Bank Instant Card and Card as a Service products.
LinkedIn

Alex Hornbuckle, VP Product Development
Hornbuckle is a Vice President and Senior Product Manager within the Corporate Payment Systems division of U.S. Bank.
LinkedIn

FinovateSpring Digital 2021 Sneak Peek: U.S. Bank

FinovateSpring Digital 2021 Sneak Peek: U.S. Bank

A look at the companies demoing at FinovateSpring Digital on May 10 through 13, 2021. Register today and save your spot.

Join U.S. Bank and learn how to create and send virtual corporate cards in real time for immediate use.

Features

  • Provision a virtual corporate card in real time
  • Define card limit and expiration date
  • Push to a mobile wallet for secure payments

Why it’s great
Learn how easy it is to extend corporate spending to the people who need it in real time, with full control and transparency using virtual cards and a mobile wallet.

Presenters

Laretha Hulse, VP Product Development
Hulse is Vice President of Product Development for U.S. Bank Corporate Payment Systems. She led the design and launch of the first commercial mobile app and continues to champion mobile and digital payment solutions. She has over 15 years experience in the commercial payment industry working in the aviation, healthcare, payables, and travel verticals.
LinkedIn

Jon Zimmermann, VP
Zimmermann is a vice president and group product manager within the Corporate Payment Systems division of U.S. Bank. He is responsible for the U.S. Bank Instant Card and Card as a Service products.
LinkedIn

FinovateSpring Sneak Peek: U.S. Bank

FinovateSpring Sneak Peek: U.S. Bank

A look at the companies demoing live at FinovateSpring on May 8 through 10, 2019 in San Francisco, California. Register today and save your spot.

U.S. Bank, the fifth-largest commercial bank in the U.S., provides mobile and online tools that allow customers to bank how, when, and where they prefer.

Features

  • U.S. Bank is changing the game for corporate travel and expense management
  • First-to-market technology
  • Customer-centric approach delivers a better experience for travelers and travel managers

Why it’s great

U.S. Bank is radically changing the way organizations manage business travel and expense management through this ground-breaking technology.

Presenters

Bradley Matthews, SVP & Head of Middle Market Product, Partners and Marketing

Matthews is a seasoned financial services executive with a stellar record in strategy and new product development, and a distinct background in robotics and artificial intelligence.
LinkedIn

Tory Passons, VP & Group Product Manager

Passons is an experienced business executive with a diverse background and proven track record in developing new partnerships and product technologies.
LinkedIn

US Bank’s Way-Too-Long Customer Survey

US Bank’s Way-Too-Long Customer Survey

usbank-survey

A few months ago I received an email (above) from US Bank where I’m a long, long-time customer. It was a simple request for my opinion on the bank’s products and services. I was slightly put off by the wordy intro, which concluded with a 31-word sentence telling me how important my opinion was. But that’s just the editor in me. As I was about to press the Begin Survey button, I noticed that I was about to enter a 25-minute questionnaire hell. That was all I needed to know, I left it undone and went on to other things.

Twenty-five minutes! That’s just too long for any normal customer. Ideally, keep online surveys to 5 minutes at most or you risk losing the attention and thoughtful answers of your respondents. If you really need a half-hour of your customers’ time, provide some type of thank-you gift, even if it’s just a chance to win $500. Otherwise it’s almost insulting to ask for that much time with no reciprocation.

Bottom line: While you are not going to lose customers with a lengthy survey, you probably won’t get valid results due to so many dropouts. But you most certainly will irritate a good portion of the recipients. Don’t do it.

 

Mobile: One-Size-Fits-All vs. Niche Banking Apps

Mobile: One-Size-Fits-All vs. Niche Banking Apps

us bank itunes iphone apps

US Bank’s iOS app lineup 

 

Early on in the smartphone era there was a debate as to whether native apps or the mobile web would carry the day. As an early iPhone user, I was solidly in the native apps camp. Some day there will be a better interface, but until then it’s an app world (though not every headline writer agrees). And now the question for financial institutions is not whether you need a native app, it’s how many do you need?

Until recently, most financial institutions hoped to have a one-size-fits-all mobile app, just like on the desktop. That’s the option that lowers development costs, simplifies tech support, and makes digital banking easier to manage. But since most financial institutions serve many customer segments, bundling too many features into one UI really gums up the overall experience.

So we are seeing more and more financial companies developing multiple native apps to support distinct business groups, customer segments, and even charitable activities. The most prolific? US Bancorp with 43 iOS apps alone, 28 of which are white-labeled for its affinity credit-card customers (see screenshot above).

Delving deeper, let’s look at the 25 most-popular free finance apps in the U.S. Apple App Store (data is from mid-March, when I started this post). The 13 financial institutions in that group have a combined 123 apps, for an average of nearly 10 per bank. However, excluding US Bank’s 28 white-label apps, the total is 93, or 7.2 per FI.

Bottom line: You may not need 7 or 8 apps, but it’s clear that multiple apps optimized for individual use have an advantage in usability and focus (ROI is a much more difficult question of course). In addition to a core mobile-banking app, most mid-size and larger FIs should evaluate dedicated apps for the following segments:

  • Youth
  • Small businesses
  • Mobile wallet/cards (credit/debit/prepaid)
  • Saving/budgeting/personal finance
  • Home buyers/mortgage/home equity
  • Car buying/auto loans
  • College financing/student loans
  • Retirement/wealth management/investing
  • Optional: Insurance, HSA, any other stand-alone business line

——————–

Table: Number of iOS apps per financial services provider

Banks & Card Issuers: Total of 123 apps across 13 financial institutions

  • US Bank: 43 (14 branded, 28 white-labeled affinity partners, 1 nonprofit)
  • PNC Bank: 14 (all branded)
  • Chase: 11 (6 Chase branded, 5 JPMorgan branded)
  • American Express: 10 (8 branded, Plenti, Expert Care)
  • Citibank: 10 (all branded)
  • Bank of America: 9 (4 BofA branded, 5 Merrill Lynch branded)
  • Capital One: 8 (7 branded, 1 CreditWise)
  • Wells Fargo: 5 (all branded)
  • TD Bank: 3 (all branded)
  • Discover: 3 (1 branded, 2 Diners Club)
  • Navy FCU: 2 (all branded)
  • BB&T: 2 (all branded)
  • USAA: 2 (1 branded, Savings Coach)

Payments: 15 apps across 4 companies

  • PayPal: 9 (7 branded, Venmo, Xoom)
  • Square: 4 (all branded)
  • Western Union: 1
  • Google Wallet: 1

Insurance: 2 apps from 2 companies

  • Progressive: 1
  • Geico: 1

Personal finance/investing: 18 apps across 6 companies

  • Intuit: 13 (12 branded, Mint)
  • Credit Karma: 1
  • Digit: 1
  • Acorns: 1
  • Prosper: 1
  • Robinhood: 1

Mobile Monday: Communicating Critical App Updates via Email

Mobile Monday: Communicating Critical App Updates via Email

 

usbank_mobile_upgrade_email_border

       Email from US Bank to mobile banking customers (12 Nov 2015)

Last week I wrote about how much I liked US Bank’s new native app. So I understand why the bank is anxious to get users ported over to the new version. Customers are going to like it. Guaranteed.

Yet I was a little surprised, just a week into the new version, to receive an email warning that the previous app was about to stop working (see message above). This urgency makes customers question whether something is seriously wrong with the previous version. The message is also annoying in that it doesn’t really give the customer any clue as to whether their version is the current one, or not. It provides only the version number (2.1.76) which is the cut-off between good and bad apps.

This message offers so many opportunities to improve that I was compelled to compile a top-10 list of gripes (plus 2 bonus nitpicks). They are listed, more or less, in priority order:

  1. I had already updated to the new version, so this message was completely unnecessary. And if the bank doesn’t know which version I’m using, it should say so.
  2. There is no explanation of why it was suddenly so urgent to upgrade. Skeptical users were left to their imaginations, not something you want in these days of widely publicized security breaches.
  3. usbank_appversionnumberInstead of talking about version numbers, why not just describe the new app? It looks completely different! A quick description and screenshot would have been understood by 90% of the readers, and would have allowed users to move on with their day, rather than having to engage in a tedious “find the version-number hunt.”
  4. If you must use a version number, then at least explain how to find it. The email failed to address that key point in the body, fine print, or within any links provided within the message. It’s not that simple to find the version number. You must log in, find the hidden primary navigation, choose “About the App” and notice the version number in the lower right corner (see inset). 
  5. If you are going to make such a big change, use a whole number for the new version of your app. In this case, it would be easier to say, “Use v3.0 or later.” 
  6. The links provided to update the app did not go to the iTunes app-update page, but instead went to a marketing page at USBank.com. And the marketing pages, while well done, also did NOT link to the app store’s update pages. In fact, to confuse things still further, the marketing page said the new version “was coming soon.”
  7. The only way to get help was to make a phone call to the general 800 number; no direct line to tech support was given. And not even an FAQ page, email address, chat, or any other type of digital link was provided for help in responding to this matter.
  8. The email message was not optimized for mobile. It was hard to read on my iPhone 6.
  9. It does not specifically address what happens if you don’t update within the next few days; “discontinuing support” has a number of meanings from simply not getting tech support to completely not working.
  10. The bank’s message concluded with thanks for being a mobile banking customer, but they could have also thanked me for taking time out of my day to deal with this “Maintain access … update now” emergency subject line in my inbox.
  11. <Nitpick #1> The first sentence of the second paragraph uses “new” three times.
  12. <Nitpick #2> The closing sentence repeats the “enhanced convenience” copy point. This is a generic benefit at best and shouldn’t be invoked twice in a 150-word message. The resulting inconvenience to update makes their value judgment of questionable importance.

Bottom line: Customer communications are not easy, especially with newer technology. So make sure to test them with some less-savvy users before hitting publish.

Mobile UI: US Bank Tackles New Navigation Conventions

Mobile UI: US Bank Tackles New Navigation Conventions

usbank_mobile_screens

As I was taking a tour of US Bank’s gorgeous new mobile app (above), I was reminded of an ongoing problem in mobile UI, lack of navigational consistency. For anyone over 30, you’ve seen this play out before. It took nearly a decade (1995 to early 2000’s) for websites, especially in financial services, to conform to pretty straightforward navigation conventions (tabs on top, login in upper right, etc.).

usbank_previousWhile responsive design—one website for desktop and mobile—has made things a little less standardized, desktop browser navigation is still pretty easy to figure out. And there’s always the back button to get you out of a jam.

Not so on smartphones. First-generation mobile banking UIs generally used the bottom of the screen to showcase 3 or 4 navigational choices, often with a More button to expand the choices. This worked OK since early apps usually had limited functions.

But as banks redesign their apps to a more modern esthetic, the bottom navigation bar is disappearing. That looks great, but how do users find key functions?

That brings me back to US Bank’s new app. When I finished admiring its newly sleek design, I was momentarily thrown for a loop on how to get out of the main page. The familiar buttons at the bottom were gone (see older screenshot right). And initially I didn’t see the “hamburger menu” in the upper left corner—a stacked column of three bars (upper left), or a stack of small dots (following line items)—which have recently become fairly common design conventions.

usbank_nav_closeupusbank_mobile_nav_optionsSo it turns out that US Bank has located navigation options in two spots, neither particularly easy to see on a phone.

(1) The hamburger menu is there in the upper left, but it’s small and looks like it’s part of the logo (see screenshot at left and closeup at right)
(2) The smaller context-sensitive menus are positioned directly to the right of each account. Deposit accounts have three navigation choices (Pay/Send, Transfer Money, Deposit)

Bottom line: US Bank has delivered what may well be the best looking big-bank mobile app yet, at least in the United States. It is also packed with new features such as no-login balance inquiry and customizations. So kudos to the team at US Bank, which also led the pack on desktop UI more than a decade ago!

That said, the almost-hidden primary navigation is a case of the design getting slightly ahead of its users. While users may soon get used to the new nav links, I recommend a few adjustments in the meantime:

  1. Add navigation instructions to the “feature tour” when users open the app for the first time.
  2. Make the hamburger menu stand on its own by increasing its size and placing it away from the US Bank logo (below the logo, or in the upper right which is wide open).
  3. Consider adding the word “menu” below it for a few months, at least until users get the hang of it.

——–

Update 16 Nov 2015: Digital design guru Jakob Nielsen just published an overview of mobile navigation echoing our concerns with the hamburger menus.