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Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 1
Practical Biometrics:
Customer Experience & Security
Shailesh Grover
Former MD Research & Development @ Barclays Bank PLC
twitter: @sgr0ver
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 2
Agenda
Technology and Behaviour
changes01
02
03
04
05The opportunity
Experience from my
personal journey
Learnings
Evolution (one example use
case)
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 3
There is a lot changing around people and their behaviour
is changing as a result - without them realising how much
their day-to-day life has evolved and how radically different
the new norm is
Technology and Behaviour changes
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 4
• Mobile first country - 25m per quarter growth
• 250m households - 50% excluded
• 200+m new accounts opened in 6 months via mobile
• $5billion of deposits in 6 months
India’s Aadhar card is now issued to over a billion citizens (81.8%)
enabling Identity theft prevention and creating the necessary
transaction transparency. Our opportunity is to do more with a
digital identity (can also be tied to biometrics)
Biometric Identity in the largest democracy
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 5
Security concerns Opportunity Convenience
8/10 7/10 21% 54%
Vulnerability factor
People are worried about their online
security
People no longer trust password to
protect their online accounts
People use passwords that are over 10
years old. 47% use passwords that are
at lease 5 years old
People use 5 or fewer passwords
across their entire digital life
68% of people expect companies to provide an extra layer
of security
Behaviour & Opportunity
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 6
mobile now accounts for 14% of all
eCommerce transactions
With customers increasingly using devices that have sensors; with
fraud increasing due to implementation of legacy security methods
on smart devices; with merchants and customers bearing the
brunt of losses - now is the time to leverage biometrics
The Opportunity
14%TRANSACTIONS
21%FRAUD
70%INCREASED FRAUD
3XCOST TO MERCHANTS
$0SPENT ON SECURITY
mobile now accounts for 21% of all
fraudulent transactions
70% increase in mCommerce fraud as
a percentage of merchant revenue
50% of app makers spend ‘$0’ on
security
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 7
Customer problem Themes
and Customer Segmentation
Ideation & Segmentation
02
• Complaints Data
• System Data
• Colleague Insights
Customer Insights
01
• Customer feedback
• Value add
• Cost take out
• Future relevance
Prioritisation
03
• Paper, Visual prototypes
• Mobile prototypes
• Customer validation
• Execution Roadmap
Prototype & Execution
04
It was a very systematic approach followed to understand the
seriousness of the customer problem to create the right strategy
and execution roadmap
The Journey
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 8
Technology has enabled us to create a smarter human experience
build on two key pillars
History repeats
Who you are
Old: Banker knows you
New: Biometrics
What you have
Old: Passbook
New: Smart device
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 9
0106
0205
0304
SmartCall ‘Call us’ (M)
Customers arrive at the right help desk
pre authenticated when calling from
within the banking mobile app
Finger Vein
Helps corporate customers with their
access and transaction authorisation
rights
Voice Biometrics (T)
Eliminates the need for customers to
ID&V themselves when they call from
any device - mobile or a home phone
(Wealth Customers)
Voice Biometrics (T)
Scale VB to all retail customers to
maximise benefit
Secure Chat (O & M)
Provide customers with the right help
without them having to authenticate
themselves when interacting from
Touch ID (M)
Enable basic banking via mobile using
Touch ID making it easy for customers
A blend of biometric and non-biometric capabilities were deployed
to take care of specific customer opportunities
The Journey
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 10
All true transformation programs need a combination of Insights,
Lean, 6 Sigma, Design Thinking, and Agile to have the right
customer outcome
Some key learnings
Improved Customer Experience
Increased staff capacity
Raw Data
Follow the Process
Security & Fraud
Newer Fraud
Operations is key - adoption
Cost take out
Use behaviour not legacy segmentation
Extremely hard when cross product
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 11
No two people are exactly alike. Technology (like ‘Zighra’)
helps mobile apps recognise the person not the password
behind each tap
Evolution of the capability
Touch Pressure
Touch pressure along with other
attributes is unique to each user
Linear Acceleration
Smartphone moving up and down
Angular Velocity
Tilting the phone
Location of touch
Interaction of the user with the
smartphone screen location
Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 12
Thank You
Shailesh Grover
Former MD Research & Development @ Barclays Bank PLC
twitter: @sgr0ver

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Biometrics as a key enabler of Customer & Colleague Experience

  • 1. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 1 Practical Biometrics: Customer Experience & Security Shailesh Grover Former MD Research & Development @ Barclays Bank PLC twitter: @sgr0ver
  • 2. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 2 Agenda Technology and Behaviour changes01 02 03 04 05The opportunity Experience from my personal journey Learnings Evolution (one example use case)
  • 3. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 3 There is a lot changing around people and their behaviour is changing as a result - without them realising how much their day-to-day life has evolved and how radically different the new norm is Technology and Behaviour changes
  • 4. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 4 • Mobile first country - 25m per quarter growth • 250m households - 50% excluded • 200+m new accounts opened in 6 months via mobile • $5billion of deposits in 6 months India’s Aadhar card is now issued to over a billion citizens (81.8%) enabling Identity theft prevention and creating the necessary transaction transparency. Our opportunity is to do more with a digital identity (can also be tied to biometrics) Biometric Identity in the largest democracy
  • 5. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 5 Security concerns Opportunity Convenience 8/10 7/10 21% 54% Vulnerability factor People are worried about their online security People no longer trust password to protect their online accounts People use passwords that are over 10 years old. 47% use passwords that are at lease 5 years old People use 5 or fewer passwords across their entire digital life 68% of people expect companies to provide an extra layer of security Behaviour & Opportunity
  • 6. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 6 mobile now accounts for 14% of all eCommerce transactions With customers increasingly using devices that have sensors; with fraud increasing due to implementation of legacy security methods on smart devices; with merchants and customers bearing the brunt of losses - now is the time to leverage biometrics The Opportunity 14%TRANSACTIONS 21%FRAUD 70%INCREASED FRAUD 3XCOST TO MERCHANTS $0SPENT ON SECURITY mobile now accounts for 21% of all fraudulent transactions 70% increase in mCommerce fraud as a percentage of merchant revenue 50% of app makers spend ‘$0’ on security
  • 7. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 7 Customer problem Themes and Customer Segmentation Ideation & Segmentation 02 • Complaints Data • System Data • Colleague Insights Customer Insights 01 • Customer feedback • Value add • Cost take out • Future relevance Prioritisation 03 • Paper, Visual prototypes • Mobile prototypes • Customer validation • Execution Roadmap Prototype & Execution 04 It was a very systematic approach followed to understand the seriousness of the customer problem to create the right strategy and execution roadmap The Journey
  • 8. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 8 Technology has enabled us to create a smarter human experience build on two key pillars History repeats Who you are Old: Banker knows you New: Biometrics What you have Old: Passbook New: Smart device
  • 9. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 9 0106 0205 0304 SmartCall ‘Call us’ (M) Customers arrive at the right help desk pre authenticated when calling from within the banking mobile app Finger Vein Helps corporate customers with their access and transaction authorisation rights Voice Biometrics (T) Eliminates the need for customers to ID&V themselves when they call from any device - mobile or a home phone (Wealth Customers) Voice Biometrics (T) Scale VB to all retail customers to maximise benefit Secure Chat (O & M) Provide customers with the right help without them having to authenticate themselves when interacting from Touch ID (M) Enable basic banking via mobile using Touch ID making it easy for customers A blend of biometric and non-biometric capabilities were deployed to take care of specific customer opportunities The Journey
  • 10. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 10 All true transformation programs need a combination of Insights, Lean, 6 Sigma, Design Thinking, and Agile to have the right customer outcome Some key learnings Improved Customer Experience Increased staff capacity Raw Data Follow the Process Security & Fraud Newer Fraud Operations is key - adoption Cost take out Use behaviour not legacy segmentation Extremely hard when cross product
  • 11. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 11 No two people are exactly alike. Technology (like ‘Zighra’) helps mobile apps recognise the person not the password behind each tap Evolution of the capability Touch Pressure Touch pressure along with other attributes is unique to each user Linear Acceleration Smartphone moving up and down Angular Velocity Tilting the phone Location of touch Interaction of the user with the smartphone screen location
  • 12. Retail Banking Technology Dialogue - 2016twitter: @sgr0ver 12 Thank You Shailesh Grover Former MD Research & Development @ Barclays Bank PLC twitter: @sgr0ver