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.

1. REFLECTIONS ON
PAYMENTS IN AUSTRALIA
Jussi Pasanen Photo: Mike Wilson
June 2017
Principal UX Designer, ANZ
Designer in Residence, Nordkapp

2. Introduction
Payments
in Australia
Observations &
considerations

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. The views and opinions expressed in this presentation are those of
the author and may not necessarily state or reflect those of ANZ

5. THE BIG FOUR BANKS IN AUSTRALIA
Google Play

6. 46,500
PEOPLE
34
COUNTRIES
10M
CUSTOMERS
$5.9B
CASH PROFIT
Photo: Earl CarterFY16

7. Introduction
Payments
in Australia
Observations &
considerations

8. CONTACTLESS AND
MOBILE PAYMENTS

9. CONTACTLESS LIMITS
DRIVE BEHAVIOUR
25€FINLAND
$100AUSTRALIA
ANZ1€ ≈ AU$1.5

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. 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. PAY TO MOBILE IS BANK SPECIFIC
ANZ, CBA, NAB

13. PAYMENT
INNOVATION

14. APPLE PAY
ANZ
April 2016

15. ANZyoutu.be/D0OS6WVe0xw

16. BLADEPAY
ANZ

17. Inamo sunglassesyoutu.be/74pD4vR6Wew

18. Westpac Keyboardyoutu.be/FjbwRRrQLIs

19. PayPalyoutu.be/xzFBLND5coA

20. NEW PAYMENTS
PLATFORM

21. NPP Australiayoutu.be/-0xJmze8xbs

22. Introduction
Payments
in Australia
Observations &
considerations

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. Luca Mascaro

25. Getting Down Under

26. Risto Rasila

28. Suomi.fi

29. PAYMENT XKCD

30. 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?

31. THANK YOU
twitter.com/jopas
linkedin.com/in/jussipasanen
Photo: Annie-Spratt

32. 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/

33. 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

34. All content copyright © respective owners. See sources.
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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