Mobile wallet adoption is increasing, with Starbucks leading the way as one in five transactions are now mobile. However, consumer trust and security concerns, alongside slow adoption rates, remain significant obstacles to widespread acceptance. By 2020, mobile payments are expected to account for 20% of all U.S. transaction volume, driven by global providers and improvements in user experience.

1. of consumers
are unsure if
they can trust
the security of
a mobile
wallet2
Starbucks set the tone for
fast track mobile wallet
adoption in 2012,
superseding expectations and
catapulting consumer loyalty
of Starbucks sales occur
through mobile transactions1
DETOUR
MOBILE WALLETS:
ARE WE THERE YET?
MOBILE WALLET
ADOPTION CITY
WELCOMES YOU
EXIT
2020
What are the roadblocks to mobile
wallet adoption and what factors will
accelerate habitual consumer use?
SOURCES:
1. PaymentsSource, "Starbucks Hits a Mobile Milestone: One in Five Payments are Mobile, 2015, http://www.paymentssource.com/news/technology/star-
bucks-hits-a-mobile-milestone-one-in-five-payments-are-mobile-3021929-1.html
2. Carlisle & Gallagher Consulting Group, Mobile Wallet Reality Check: How Will You Stay Top of Wallet?, 2012, https://www.carlisleandgallagher.com/lp/mobile-wallet.html
3. The Guardian, US slow to take bite of Apple Pay, 2015, http://www.theguardian.com/technology/2015/jun/08/us-retailers-slow-apple-pay
4. Forrester, U.S. Mobile Payments Will Reach $142B by 2019, 2014, http://blogs.forrester.com/denee_carrington/14-11-17-us_mobile_payments_will_reach_142b_by_2019
#CGINSIGHT
@InspiredbyCG
TARGET
BREACH
EMV
SECURITY
ROAD
CLOSED AHEAD
DEAD
END
“Mobile payments will chip away at the physical POS and
account for 20% of all U.S. payment transaction
volume by 2020.”
- Sam Maule, CG Emerging Payments Practice Lead
SPEED
LIMIT
35
Customer
adoption is
slow, but global
providers
will drive
acceptance
of all U.S.
digital
transactions
use Apple Pay3
50%
20%
U.S. mobile
payments to
national brands
and local
merchants will
grow from $52B
in 2014 to $142B
by 20194
$142B
1%
Consumer apathy, merchant
acceptance and security
concerns dead-end fast track
adoption for mobile wallets
EXIT 2020
WHAT DRIVES ADOPTION
Loyalty &
Rewards
Consumer
Education
Merchant
Acceptance
User
Experience
Biometric
Capabilities
Contactless
Adoption