Download - Banking on mobile
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Banking on Mobile
Kris Nygren
Optimal Usability
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Banking on Mobile
Kris Nygren
Optimal Usability
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http://www.itu.int/ITU-D/ict/facts/2011/material/ICTFactsFigures2011.pdf
6 billion mobiles outnumber landline connections 5:1
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1.2 billion active mobile web users
• Outnumber fixed broadband connections 2:1
• Make up 8.5% of all Internet page views
• Many mobile web users are mobile only (25% in the US)
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Annual revenue from mobile advertising?
$US2.5 billion
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“We had more than 425 million mobile active users in December
2011….we expect customers around the world will continue to increase the amount of time they spend and the information they
share and consume through mobile devices”
Facebook IPO Statement
Hang on…say what?!
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Pop Quiz
Which mobile operating system was the global leader in mobile
web page views in January 2012?
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32%
c)
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2:1
488 million smartphones sold in 2011
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1:1
488 million smartphones sold in 2011
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300,000 apps developed in the past three years
…downloaded 10.9 billion times
…1 in 4 apps never used again
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Mobile Financial Services
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2009 2015
55 million
1.1 billion
+2000%
MFS users globally
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• 87% of Americans have a mobile phone
• 35% have a smartphone
• 18% used mobile banking in the past 12 months
• A further 10% plan to use it in the next 12 months
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48% cited security concerns as a reason they don’t use mobile banking
A MyPrivateBanking study looked at almost 200 apps from 50 of the world’s biggest banks:
• “Mobile apps offer less security than online banking”
• Only “30% mobile banking apps offer strong security”
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Mobile banking trends?
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Mobile banking trends?
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Who is leading the charge?
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• “Best in Class” for Mobile Banking in 2011 - Javelin
• #1 Mobile Banking Offering 2012 - Keynote Mobile Banking Scorecard
• #1 in Mobile Website and App 2011 -Keylime Interactive
• Best Use of Smartphone Camera 2011 - Webby Awards
• Average 4 stars from iPhone and iPad reviewers. More than 50% gave a perfect 5.
…or as his mum calls him when he is in trouble:
JP Morgan Chase
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Complete Mobile banking offering – txt, Mobile Web, iPhone, iPad, Android and Blackberry
JP Morgan Chase
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What about Mobile “UX”?
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• Usability guidelines are similar to desktop – but a lot less forgiving (smaller screen , time poor users)
= reduce, remove, synthesise
• Jacob Nielsen’s mobile usability guidelines have grown from 85 to 210 over the past two years
Usability is improving:
• Tested user success rates of mobile sites is up to 62%
• Mobile native app success rate is 76%
• Desktop success rate is 84%
Customers are raising the bar (expecting more)…
• So from now on, your mobile sites and apps better be good
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Australia
Brazil
Canada
Chile
Czech Republic
Finland
Germany
Ireland
Italy
Japan
Poland
Russia
South Africa
South Korea
Spain
Switzerland
UK
USA
International eBanking Benchmark Study
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Most banks do default the keypad to the alphas or numeric depending on what is required from the field.
76%
24%
Keypads defaulted for entry
Yes No
R: The keypad should always default to alpha or numeric depending on what is required.
Keypads for field entry defaults to alpha or numeric respectively
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Site feels secure and offers sufficient help?
There is an expectation that secure mobile solutions give an indication that it is secure, yet some banks still missed this vital piece of information. Though apps are supposed to be very easy, for the beginner there seems to be little to no help offered by many of the banks.
38%
62%
Security shown
Yes No
34%
66%
Help offered
Yes No
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Top banks that met most of the usability evaluation criteria
Most of the criteria met:
Many of the criteria met:
Woori bank
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MB$ ?
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MB$ ?
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"The best thing a mobile interaction designer can do is observe human behaviour“ Nick Finc, UX guru
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So what about right here?
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18%
33%
Penetration of smartphones in NZ? (accepting that mobile penetration is 100%)
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7%
18%
27%
0%
5%
10%
15%
20%
25%
30%
2007 2009 2011
Percentage of people accessing the internet on a mobile or
handheld device
The AUT World Internet Project December 2011
5 hours or more per
week
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28%
39%
TNS Mobile Life Study - Mobile Banking
“Using now”
“Interested”
“The results of our study
show that mobile banking
growth will be driven by
solutions that facilitate easy
access to accounts, buying
phone credit and paying
utility bills, for example.”
Dave Thomas, TNS
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And finally, some interesting new stuff…
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Person-to-person credit card payments (using the smartphone camera)
Card.io lets users pay for items by holding their credit card
up to the phone’s camera. The new Card.io apps are meant
for person-to-person payments e.g. splitting lunch, paying
for gas etc.
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Make an online purchase with cash – through my smartphone?
PayNearMe
The consumer buys something online with the
PayNearMe mobile option. The merchant
renders a barcode so that when the consumer
walks into their store they can scan the barcode
and accept the cash payement
A receipt populates on the phone and the
merchant recieves the payment.
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- Aims to change the
ways kids use and
think about money
- Platform for earning,
saving, giving and
spending
- Kid-friendly access to
curated and controlled
Amazon store
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Thanks for stopping by !