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A look at the challenges mobile wallets pose for users and where the opportunities exist to add value and increase user adoption by Kelly Ann McKercher.
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A human centered approachto mobile payments
Optimal ExperienceKelly Ann McKercher
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
What problems can mobile wallets solve for customers?
SecurityFinancial wellnessLess stuff Simpler checkout
SecurityFinancial wellnessLess stuff Simpler checkout
“Who do I trust with my money?”
• The less sharing, the better
• Less effort, funds don’t have to be transferred
• I can see real-time balances
“Can I trust contactless
payments?”
“Can I trust help me understand contactless
payments”
“Our exciting new initiative…”
“Our exciting new initiative…”
“What about my fears?”
“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?”
Align with what users trust
Understand users fears
Communicate the benefits
Make it look legit
SecurityFinancial wellnessLess stuff Simpler checkout
OP-Pohjola
“Do I have enough money to pay
for this?”
“With my rate of spending, will I have
enough money for the whole month?”
“Budgeting is hard, and boring”
“I can’t keep track of what I spend”
Add value with personalised insights
Put awareness back into spending
Make the technology do the work
Make it engaging
SecurityFinancial wellnessLess stuff Simpler checkout
“I forget to use loyalty cards and
miss out on savings”
Invisibility
Don’t make users think
Give people control
Test early and often
SecurityFinancial wellnessLess stuff Simpler checkout
“Buying things on my smartphone is time
consuming and fiddly”
“I don’t want to sign up for everything!”
Streamline purchase flows
Ditch creating multiple accounts
Allow users to easily edit their info
Tell users how easy it is
Make it ubiquitous
CREATEVALUE
What problems can mobile wallets solve for customers?
Thanks.