How would you improve BestSign activation in the Deutsche Bank app now that photoTAN is being phased out?

Introduction

From 25 August 2025 Deutsche Bank stopped activating new photoTAN setups in Germany and made BestSign, its app-based authentication method, the default for customers who set up a new device or start online banking. BestSign lives inside the Deutsche Bank app and confirms log-ins and payments with biometrics or a PIN. Existing photoTAN users can keep their method for now, but anyone who changes phones moves to BestSign. That makes BestSign onboarding one of the most important journeys in Deutsche Bank's retail app. I'll clarify the problem, segment users, map the journey, generate and prioritise improvements, and define metrics.

Step 1

Clarifying Questions (5 mins)

• What problem are we seeing today?

• Hypothetical answer: BestSign activation completion is around 72%, and authentication is the top call-centre topic since the August 2025 change.
• Why it matters: Tells us whether to focus on conversion, support load or both.

• Which customers are most affected?

• Hypothetical answer: Customers changing phones and older customers who previously used a photoTAN reader device.
• Why it matters: Points to device migration and accessibility as key scenarios.

• Does activation require a letter or code by post?

• Hypothetical answer: For new devices without an existing authenticated device, an activation code is sent by post or customers verify via video identification.
• Why it matters: Postal steps add days of delay and drop-off.

• Are there regulatory constraints?

• Hypothetical answer: PSD2 strong customer authentication requires two independent factors; BaFin expects robust device binding.
• Why it matters: We cannot remove factors, only make them smoother.

• What is the goal?

• Hypothetical answer: Raise BestSign activation completion to 90% and reduce authentication-related calls by 30% within six months.