A short talk on the challenges of designing for mobile payment experiences. Given at MobX Conference in Berlin, Nov. 2012. Includes excerpts from my book Designing Mobile Payment Experiences, O'Reilly Media, 2014
1. Hi, My name is Skip Allums. I’m an interaction designer living near San Francisco.
2. I work for a company called Monitise. We’re based in London, and we’re famous for building super useful mobile apps for banking and payments. http://www.monitise.com
3. We do a lot of experiences like this, were users can manage their money from their device without having to set foot in bank branch. As our apps grew in popularity, we found that people would check their balance 2 or 3 times a DAY, whereas before web or mobile banking was around… you might check your balance at an ATM once a week, or a few times a month.
4. You can even transfer money between accounts, to other people, or top up your mobile phone plans!
5. We also work on a few mobile payment experiences.
6. Paying for things with your phone is becoming more common in parts of Europe and Asia Pacific, but its off to a slow start in the US. Its getting better though! This map from WIRED shows the volume of transactions processed by Square merchants in ONE HOUR during lunchtime on the East Coast (breakfast time on the West Coast). http://www.wired.com/business/2012/06/one-hour-in-squares-world/
7. There’s lots of ways to do this. These are just a few examples, and they each have their drawbacks or benefits. For example, QR Codes are very easy to implement… but are severely lacking in security. Someone could easily get a screenshot of your app’s QR Code and start charging with it. NFC is highly secure and more devices are supporting them, but the network ecosystem that is required to support it is very complex.
8. Money is OLD!
9. We started off paying for stuff with... other stuff, like cattle.
10. You would ask the merchant the price of something you wanted…
11. … and then you would hand over your cows. Then came coins, then paper currency, then checks, then cards… etc. Mobile payments is the next evolution of transacting.
12. Right now, the banking world is being disrupted by all these other entities who want to get a slice of each transaction.
13. This is an example of the network components and business partners you might need to get an NFC payment solution into market. Notice that the User and the Bank is not really mentioned ;)
14. Our users don’t care about all this stuff. To them, payments should be very simple. Whats the big deal?
15. Building Trust
16. Our general user feedback usually ends up into two columns: OMG YES PLEASE I NEED THIS NOW… versus NO, THANK YOU. I DON’T TRUST YOU.
17. A sampling of user’s concerns with using their phone to pay for things with their bank accounts: http://www.bostonfed.org/bankinfo/payment-strategies/publications/2012/opportunities-and-challanges-to-broad-acceptance-of-mobile-payment