Augmented Banking Experiences

Augmented Banking
User Experience

MOB
Level 2/145 William St
East Sydney NSW 2010
robman@mob-labs.com
0423 215 731

Contents

Executive Summary 02

Now 03-05

Future 06-13

MOB - Contact details 14

1 Commercial in Confidence Mobile Online Business Pty Ltd

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.


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.


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

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
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

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).

Scenario - need a branch

▪ 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

Scenario - customer requires an extra-secure transaction
(e.g. to avoid skimming at an ATM)

▪ 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.


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
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)

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


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

Future

Credit Card Customer
Scenario - need more info on my spending patterns

▪ 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


credit card customer - need more info on my spending patterns
M

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

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 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
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

Future

Merchant/Account holder
Scenario - distributed branch network

▪ Account holders go to the bank’s website on your mobile
▪ 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


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
your mobile
on BANK’S LAYER (WITHIN LAYAR) Your one
time PIN 8
Authenticate
3456 get issued a "one
time PIN" for use
at that ATM
BUILDAR
ATM
PLATFORM

M

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

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


Augmented Banking Experiences

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