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A human centered approach

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A human centered approach to mobile payments Optimal Experience Kelly Ann McKercher


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Allows consumers to store and manage their credit, debit, prepaid, gift, identification and loyalty cards on their smartphone using a single payment application. Mobile wallet


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What problems can mobile wallets solve for customers?


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Security Financial wellness Less stuff Simpler checkout


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Security Financial wellness Less stuff Simpler checkout


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“Who do I trust with my money?”


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The less sharing, the better Less effort, funds don’t have to be transferred I can see real-time balances


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“Can I trust contactless payments?”


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“Can I trust help me understand contactless payments”


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“Our exciting new initiative…”


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“Our exciting new initiative…” “What about my fears?”


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“What if my battery dies?” “What if I’m on the phone?” “Where can I use it?” “Do I need to be on the internet?”


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Align with what users trust


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Understand users fears


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Communicate the benefits


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Make it look legit


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Security Financial wellness Less stuff Simpler checkout OP-Pohjola


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“Do I have enough money to pay for this?” “With my rate of spending, will I have enough money for the whole month?”


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“Budgeting is hard, and boring”


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“I can’t keep track of what I spend”


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Add value with personalised insights


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Put awareness back into spending


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Make the technology do the work


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Make it engaging


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Security Financial wellness Less stuff Simpler checkout


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“I forget to use loyalty cards and miss out on savings”


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Invisibility


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Don’t make users think


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Give people control


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Test early and often


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Security Financial wellness Less stuff Simpler checkout


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“Buying things on my smartphone is time consuming and fiddly”


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“I don’t want to sign up for everything!”


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Streamline purchase flows


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Ditch creating multiple accounts


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Allow users to easily edit their info


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Tell users how easy it is


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Make it ubiquitous


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CREATE VALUE


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What problems can mobile wallets solve for customers?


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                    Thanks.


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