Augmented Banking Experiences

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An overview of possible new User Experiences that Augmented Reality can deliver for banks and their customers.

These are segmented into "what is easily achievable right now" and "what might be possible in the near future".

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Augmented Banking Experiences

  1. 1. Augmented Banking User Experience MOB Level 2/145 William St East Sydney NSW 2010 robman@mob-labs.com 0423 215 731
  2. 2. Contents Executive Summary 02 Now 03-05 Future 06-13 MOB - Contact details 14 1 Commercial in Confidence Mobile Online Business Pty Ltd
  3. 3. Executive Summary This document outlines some of the possible new User Experiences that Augmented Reality can deliver for banks and their customers. These are segmented into "what is easily achievable right now" and "what might be possible in the near future". The following types of users have been Please note that the look and feel is low addressed: fidelity. Interface look and feel would be defined during the development process ▪ Personal Account Customer and adhere to any brand requirements. ▪ Credit Card Customer ▪ Business Bank Account Customer MOB can add a unique value within this ▪ Merchant quickly evolving and high-impact new technology space. We outline how MOB can work with the banking sector to turn any or all of these ideas into real working systems. We have taken the current and future AR scenarios and visualised some of the experiences as high level user journeys to describe the interactions and possible paths. 2 Commercial in Confidence Mobile Online Business Pty Ltd
  4. 4. Now Personal Account Customer Scenario - customer needs to find an ATM or branch near them ▪ Go to the bank’s website on your mobile ▪ Click a link to launch the bank’s layer (within Layar) ▪ See the ATMs & Branches nearby ▪ Tap on a specific location ▪ Get directions (and branch opening hours & phone number) ▪ Use the ATM or Branch NOTE: The customer can also go directly to the ATM/Branch finder layer by launching the Layar application. Layar is currently supported by Android and iPhone 3GS. Merchant Scenario - to acquire more customers ▪ The bank notifies merchants they will be listed in an AR business directory NOTE: This is presented as just another benefit of being a merchant ▪ Merchant's name, category and address are added to the AR system ▪ A consumer goes to the bank’s website on their mobile ▪ Clicks a link to launch the bank’s business directory layer (within Layar) NOTE: Ideally this would be promoted/integrated into a broader business directory. ▪ Consumer sees local merchants displayed around them ▪ These listings can be filtered by category or "special offers" NOTE: This would require a management/offer interface for the merchants that choose to use coupons/offers ▪ The consumer can be offered redeemable and expirable coupons on the spot. ▪ Merchants can see reports of usage and redemption results. 3 Commercial in Confidence Mobile Online Business Pty Ltd
  5. 5. personal account customer - need an ATM or a branch I need an ATM or a branch 4 use the ATM or ATMs / Branches Branch 1 BUILDAR go to the bank’s PLATFORM CLICK A LINK TO LAUNCH THE website on your BANK’S LAYER (WITHIN LAYAR) mobile ATM Map List Accuracy: 75m ATM ATM 3 Distance: 1km ATM LOCATION get directions 2 see the ATMs & TAP ON A SPECIFIC branches nearby LOCATION
  6. 6. merchant - to acquire more customers CLICKS A LINK TO LAUNCH THE BANK’S BUSINESS DIRECTORY LAYER (WITHIN LAYAR) NOTE: Ideally this would be promoted/integrated into a broader business directory Business Directory 3 1 a consumer goes to the bank’s website The bank notifies on their mobile merchants they wi ll be listed in an AR busin ess directory MERCHANT NOTE: This is presented as just another benefit of being a merchant M Map List Accuracy: 75m DISCOUNT 5 COUPON the consumer can be SAVE 10% at offered redeemab Joe’s Fast Food le M M M and expirable coup ons on the spot BUILDAR Distance: 1km MERCHANT PLATFORM THESE LISTINGS CAN BE 2 FILTERED BY CATEGORY OR "SPECIAL OFFERS" merchant's name, 4 category and addr are added to the ess AR consumer sees local NOTE: This would require a management/offer interface 6 system merchants display for the merchants that choose ed merchants can se around them e to use coupons/offers reports of usage an d redemption results MERCHANT
  7. 7. Future The User Experiences described below explore some of the unique opportunities that could be delivered in the future. Some of the process or back-office system integration may be complex, however all of these options are a real opportunity in a competitive banking environment. NOTE: Some of these different scenarios may provide conflicting benefits (e.g. Credit Card holder vs Merchant). Personal Account Customer Scenario - need a branch ▪ Go to the bank’s website on your mobile ▪ Click a link to launch the bank’s layer (within Layar) ▪ See the ATMs & Branches nearby ▪ Tap on a specific branch location ▪ See the current queue length/waiting time for that branch ▪ Take a "virtual number" (assumes branches have a number system) ▪ Tap to book a meeting with a Consultant/Manager Personal Account Customer Scenario - customer requires an extra-secure transaction (e.g. to avoid skimming at an ATM) ▪ Go to the bank’s website on your mobile ▪ Click a link to launch the bank’s layer (within Layar) ▪ See the ATMs & Branches nearby ▪ Tap on a specific ATM location ▪ Authenticate myself with the bank NOTE: The authenticated/authorised session that lets you request a "one time PIN" may persist on your phone...and if you phone is lost then it could be disabled from any other web browser through the bank’s website. ▪ Get issued a "one time PIN" for use at that ATM ▪ Put your card into the ATM ▪ Enter your "one time PIN" ▪ Complete your transaction as normal ▪ Your (debit) card details are now useless to any skimmers as the "one time PIN" is unable to be re-used. 6 Commercial in Confidence Mobile Online Business Pty Ltd
  8. 8. personal account customer - need a branch BANK I need a branch 5 tap to book a meeting with a consultant/manag er ATMs / Branches 1 BUILDAR go to the bank’s PLATFORM CLICK A LINK TO LAUNCH THE website on your BANK’S LAYER (WITHIN LAYAR) mobile YOUR TICKET People waiting A206 Map List Accuracy: 75m 03 3 Distance: 4 ATM LOCATION 2 1km see the current take a "virtual see the ATMs & queue length/ number" (assumes branches nearby TAP ON A SPECIFIC waiting time for branches have a BRANCH LOCATION that branch number system)
  9. 9. personal account customer - requires extra-secure transaction (e.g. to avoid ATM skimming) ATM skimming NOTE: The authenticated/ 3 authorised session that lets you request a "one time PIN" may authenticate persist on your phone...and if myself with the your phone is lost then it could ATMs / Branches Authenticate bank be disabled from any other web browser through the bank’s website. 1 go to the bank’s CLICK A LINK TO LAUNCH THE BUILDAR website on your BANK’S LAYER (WITHIN LAYAR) PLATFORM mobile Your one time PIN 4 get issued a "one 3456 time PIN" for use at that ATM ATM Map List Accuracy: 75m ATM ATM Distance: 1km ATM LOCATION 5 6 2 insert card into th ATM, enter your "on e e 3456 your (debit) card details are now us eless time PIN" and comp to any skimmers as see the ATMs & TAP ON A SPECIFIC lete the transaction as norm "one time PIN" is un branches nearby BRANCH LOCATION al able to be re-used
  10. 10. Future Credit Card Customer Scenario - need more info on my spending patterns ▪ Go to the bank’s website on your mobile ▪ Click a link to launch the bank’s layer (within Layar) ▪ Authenticate myself with the bank ▪ Adjust the filter to see "my transactions" ▪ Displayed around you are the local merchants you have made purchases with ▪ Tap on a specific merchant to see your purchase history with them ▪ Use this information to update your buying/budgeting behaviour or even negotiate a better deal with that merchant Business Account Customer Scenario - need more customers ▪ The bank provides business banking customers with the option to be listed in an AR business directory NOTE: Privacy issues may need to be addressed through an opt-in process ▪ Your basic business details/address are added to the AR system ▪ A consumer goes to the bank’s website on their mobile ▪ Clicks a link to launch the bank’s business directory layer (within Layar) NOTE: Ideally this would be promoted/integrated into a broader business directory ▪ Consumer sees local businesses displayed around them ▪ These listings can be filtered by category or "special offers" NOTE: This would require a management/offer interface for the business banking customers ▪ The consumer can be offered redeemable and expirable coupons on the spot ▪ Merchants can see reports of usage and redemption results 9 Commercial in Confidence Mobile Online Business Pty Ltd
  11. 11. credit card customer - need more info on my spending patterns M Map List Accuracy: 75m my spending patterns? M M M Show me: 4 Distance: 1km MERCHANT my transactions adjust the filter ATMs / Branches to see "my transactions" 5 1 displayed around you go to the bank’s are the local CLICK A LINK TO LAUNCH THE merchants you ha website on your BANK’S LAYER (WITHIN LAYAR) ve made purchases wi mobile th BUILDAR PLATFORM Purchase History Item $10.00 Item $10.00 Item $10.00 Item $10.00 Item $10.00 Item $10.00 MERCHANT 3 Authenticate authenticate myself with the bank 6 7 use this info to upda te tap on a specific your buying/ budg eting merchant to see yo behaviour or even ur purchase history wi negotiate a better deal th them with that mercha nt
  12. 12. business account customer - need more customers CLICKS A LINK TO LAUNCH THE BANK’S BUSINESS DIRECTORY LAYER (WITHIN LAYAR) NOTE: Ideally this would be promoted/integrated into a Business Directory broader business directory 3 1 a consumer goes to the bank’s website The bank provides business banking on their mobile customers with th e option to be listed in an AR business direct ory MERCHANT 6 NOTE: Privacy issues may the consumer can be offered redeemab need to be addressed le and expirable coup through an opt-in process Show me: ons on the spot Special Offers DISCOUNT M COUPON SAVE 10% at Map List Accuracy: 75m Joe’s Fast Food BUILDAR M M M PLATFORM Distance: 1km MERCHANT 7 2 5 merchants can se reports of usage an e your basic busines d s these listings can redemption results details/address ar be added to the e 4 filtered by catego or "special offers" ry AR system consumer sees local businesses displaye d around them NOTE: This would require a management/offer MERCHANT interface for the business banking customers
  13. 13. Future Merchant/Account holder Scenario - distributed branch network ▪ Account holders go to the bank’s website on your mobile ▪ Click a link to launch the bank’s layer (within Layar) ▪ Filter locations to show nearby merchants that support deposits/withdrawals ▪ Go to that merchant and present their EFTPOS card ▪ Tap on the AR location icon for that merchant ▪ Authenticate yourself with the bank ▪ Get issued a "one time PIN" ▪ Enter the "one time PIN" into the EFTPOS terminal to validate the transaction ▪ Conduct your authorised deposit/withdrawal with the merchant 12 Commercial in Confidence Mobile Online Business Pty Ltd
  14. 14. merchant/account holder - distributed branch network 5 go to that mercha nt and present an EFTPOS card (idea lly I need to make a not a credit card ) deposit/withdrawal 4 Show me: filter locations to show nearby merchants nearby merchants that that support support deposits/ deposits/withdraw ATMs / Branches withdrawals als MERCHANT 1 account holders go CLICK A LINK TO LAUNCH THE to the bank’s website your mobile on BANK’S LAYER (WITHIN LAYAR) Your one time PIN 8 Authenticate 3456 get issued a "one time PIN" for use Map List Accuracy: 75m at that ATM BUILDAR ATM PLATFORM M Map List Accuracy: 75m M 7 ATM authenticate Distance: 1km MERCHANT yourself with the ATM bank MERCHANT Distance: 1km ATM LOCATION TAP ON A SPECIFIC 6 10 9 2 BRANCH LOCATION tap on the AR conduct your enter the "one tim e location icon for authorised deposit PIN" into the EFTP see the ATMs & / OS that merchant withdrawal with th terminal to validat branches nearby e e merchant the transaction
  15. 15. MOB - Contact Details MOB Level 2/145 William St East Sydney NSW 2010 robman@mob-labs.com 0423 215 731 check out our site http://mob-labs.com 14 Commercial in Confidence Mobile Online Business Pty Ltd

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