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Reflections on Payments in Australia, by Jussi Pasanen

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A brief overview of what’s happening in the payments space in Australia, with personal reflections on payment experiences and some of the differences between Australia and Finland.
Jussi Pasanen is a Principal UX Designer in the Digital Customer Experience Team at ANZ bank in Melbourne, Australia, and he was a designer in residence at Nordkapp in the spring of 2017.
Originally presented at IxDA Helsinki on 15 June 2017.

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Reflections on Payments in Australia, by Jussi Pasanen

  1. 1. REFLECTIONS ON PAYMENTS IN AUSTRALIA Jussi Pasanen Photo: Mike Wilson June 2017 Principal UX Designer, ANZ Designer in Residence, Nordkapp
  2. 2. Introduction Payments
 in Australia Observations & considerations
  3. 3. JUSSI PASANEN • Principal UX Designer at ANZ (Australia and New Zealand Banking Group Limited) based in Melbourne, Australia • Working in the Digital Customer Experience Team within ANZ Digital • Designer in Residence at Nordkapp in Helsinki, Finland • @jopas
  4. 4. The views and opinions expressed in this presentation are those of the author and may not necessarily state or reflect those of ANZ
  5. 5. THE BIG FOUR BANKS IN AUSTRALIA Google Play
  6. 6. 46,500 PEOPLE 34 COUNTRIES 10M CUSTOMERS $5.9B CASH PROFIT Photo: Earl CarterFY16
  7. 7. Introduction Payments 
 in Australia Observations & considerations
  8. 8. CONTACTLESS AND 
 MOBILE PAYMENTS
  9. 9. CONTACTLESS LIMITS DRIVE BEHAVIOUR 25€FINLAND $100AUSTRALIA ANZ1€ ≈ AU$1.5
  10. 10. 2 IN 3 CARD PAYMENTS CONTACTLESS Per cent of number of point-of-sale payments All payments 2013 2016 0 20 40 60 % All card payments 2013 2016 0 20 40 60 % * or lower-value transactions, singly using debit (and to a e now the most commonly for all but the lowest-value d payments at the point of ne, from $40 in 2007 to $28 Colmar Brunton, Ipsos, RBA Per cent of number of point-of-sale payments * Does not include mobile card payments
  11. 11. ATAGLANCE THEREISACLEAR MCOMMERCEOPPORTUNITY FORAUSTRALIANBUSINESSES OVER1/3OFAUSTRALIANS AREMAKINGPAYMENTS ONMOBILEEVERYWEEK MCOMMERCEADOPTION 71% of consumers use mobile devices for payments 49% of businesses are mobile optimised $330 per mo FREQUENCYOFMCOMMERCE 1 in 3 (36%) make payments at least weekly 1 in 5 (22%) make payments more than once a week 74% Bill payments (incl. phone, insurance, utility) $330 74% 71% 49% 36% 22% PayPal
  12. 12. PAY TO MOBILE IS BANK SPECIFIC ANZ, CBA, NAB
  13. 13. PAYMENT INNOVATION
  14. 14. APPLE PAY ANZ April 2016
  15. 15. ANZyoutu.be/D0OS6WVe0xw
  16. 16. BLADEPAY ANZ
  17. 17. Inamo sunglassesyoutu.be/74pD4vR6Wew
  18. 18. Westpac Keyboardyoutu.be/FjbwRRrQLIs
  19. 19. PayPalyoutu.be/xzFBLND5coA
  20. 20. NEW PAYMENTS PLATFORM
  21. 21. NPP Australiayoutu.be/-0xJmze8xbs
  22. 22. Introduction Payments 
 in Australia Observations & considerations
  23. 23. PERSONAL OBSERVATIONS • Aussies tend to use cash and Finns a card for low value payments • Aussies prefer credit over debit in card payments and love the rewards programs • Interest rates are significantly lower in Finland Deirdre Chute
  24. 24. Luca Mascaro
  25. 25.  Getting Down Under
  26. 26. Risto Rasila
  27. 27. Suomi.fi
  28. 28. PAYMENT XKCD
  29. 29. PAYMENT CONSIDERATIONS • Payment is just one part of a purchase, always consider the broader context • Retraining ‘muscle memory’ takes significant effort • The most seamless payment experience is no physical transaction at all, like Uber… • …but how do you track your spend when the transactions become invisible?
  30. 30. THANK YOU twitter.com/jopas linkedin.com/in/jussipasanen Photo: Annie-Spratt
  31. 31. SOURCES 1.Photo: Mike WIlson, https://unsplash.com/search/ docklands?photo=_GfaVUa4zrg 2.- 3.Photo: Alex Turner 4.- 5.App icons: Google Play 6.Photo: Earl Carter, http://www.archdaily.com/90709/ anz-centre-hassell . Figures: ANZ Annual Report and Shareholder Review 2016, https:// www.shareholder.anz.com/annual-report-and- shareholder-review , Company profile http:// www.shareholder.anz.com/our-company/profile/facts 7.- 8.- 9.Photo: ANZ 10.Report: RBA, https://www.rba.gov.au/publications/ bulletin/2017/mar/7.html 11.Report: PayPal, https://www.paypalobjects.com/ digitalassets/c/website/marketing/apac/au/ mcommerce-index/PayPal-mCommerce-Index.pdf 12.Images from ANZ, Commonwealth Bank, NAB apps 13.- 14.Image: ANZ, https://mobilepayments.anz.com/apple- pay/ 15.Video: ANZ, https://www.youtube.com/watch? v=D0OS6WVe0xw 16.Image: ANZ, https://bladepay.anz.com/
  32. 32. SOURCES 17.Video: Inamo, https://www.youtube.com/watch? v=74pD4vR6Wew 18.Video: Westpac, https://www.youtube.com/watch? v=FjbwRRrQLIs 19.Video: PayPal Australia, https://www.youtube.com/ watch?v=xzFBLND5coA 20.- 21.Video: NPP Australia, https://www.youtube.com/ watch?v=-0xJmze8xbs 22.- 23.Image: Deirdre Chute, https://www.flickr.com/photos/ 126664901@N04/14652846388 24.Image: Luca Mascaro, https://www.flickr.com/photos/ lucamascaro/4934854016 25.Image: Getting Down Under, https:// gettingdownunder.com/cheque-savings-credit- australia-whats-the-difference/ 26.Image: Risto Rasila, http://www.kaleva.fi/uutiset/ pohjois-suomi/kuituvika-pimensi-otto-automaatit- pohjois-suomessa/611512/ 27.Video: Jussi Pasanen 28.Screenshot: Suomi.fi, http://www.suomi.fi/ 29.Image: XKCD, https://xkcd.com/1810/ 30.- 31.Photo: Annie Spratt, https://unsplash.com/ @anniespratt?photo=Ze3l02aRwmE
  33. 33. All content copyright © respective owners. See sources. Typeset in Montserrat and Hind from Google Fonts. Video not available in the PDF version. This content is better when presented. The views and opinions expressed in this presentation are those of the author and may not necessarily state or reflect those of ANZ

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