a human centred approach to mobile payments

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.