by Kris Nygren

1. Banking
on
Mobile
Kris Nygren
Optimal Usability

2. Banking
on
Mobile
Kris Nygren
Optimal Usability

3. 6 billion mobiles outnumber landline connections 5:1
http://www.itu.int/ITU-D/ict/facts/2011/material/ICTFactsFigures2011.pdf

4. 1.2 billion active
mobile web users
• Outnumber fixed broadband
connections 2:1
• Make up 8.5% of all Internet
page views
• Many mobile web users are
mobile only (25% in the US)

5. Annual revenue from
mobile advertising?
$US2.5 billion

6. Hang on…say what?!
“We had more than 425 million
mobile active users in December
2011….we expect customers
around the world will continue to
increase the amount of time they
spend and the information they
share and consume through
mobile devices”
Facebook IPO Statement

7. Pop Quiz
Which mobile operating system
was the global leader in mobile
web page views in January 2012?

8. c)
32%

9. 1.5 billion handsets
sold in 2011
2:1
“94% were not iPhones”
mobiThinking

10. 488 million smartphones
sold in 2011
2:1

11. 488 million smartphones
sold in 2011
1:1

12. 300,000 apps developed in the past
three years
…downloaded 10.9 billion times
…1 in 4 apps never used again

14. Always go native?

15. Mobile
Financial
Services

16. MFS users globally
1.1 billion
+2000%
55 million
2009 2015

17. • 87% of Americans have a
mobile phone
• 35% have a smartphone
• 18% used mobile banking
in the past 12 months
• A further 10% plan to use
it in the next 12 months

20. 48% cited security concerns
as a reason they don’t use
mobile banking
A MyPrivateBanking study looked
at almost 200 apps from 50 of the
world’s biggest banks:
• “Mobile apps offer less
security than online banking”
• Only “30% mobile banking
apps offer strong security”

21. Mobile
banking
trends?

22. Mobile
banking
trends?

23. Who is leading the charge?

24. …or as his mum calls him when he is in trouble:
JP Morgan Chase
• “Best in Class” for Mobile Banking
in 2011 - Javelin
• #1 Mobile Banking Offering 2012
- Keynote Mobile Banking
Scorecard
• #1 in Mobile Website and App
2011 -Keylime Interactive
• Best Use of Smartphone Camera
2011 - Webby Awards
• Average 4 stars from iPhone and
iPad reviewers. More than 50%
gave a perfect 5.

25. JP Morgan Chase
Complete Mobile banking offering – txt,
Mobile Web, iPhone, iPad, Android and
Blackberry

26. What about
Mobile “UX”?

27. • Usability guidelines are similar to
desktop – but a lot less forgiving (smaller
screen , time poor users)
= reduce, remove, synthesise
• Jacob Nielsen’s mobile usability
guidelines have grown from 85 to 210
over the past two years
Usability is improving:
• Tested user success rates of mobile sites
is up to 62%
• Mobile native app success rate is 76%
• Desktop success rate is 84%
Customers are raising the bar (expecting
more)…
• So from now on, your mobile sites and
apps better be good

28. International eBanking
Benchmark Study
Australia Japan
Brazil Poland
Canada Russia
Chile South Africa
Czech Republic South Korea
Finland Spain
Germany Switzerland
Ireland UK
Italy USA

29. Keypads for field entry defaults to
alpha or numeric respectively
Keypads defaulted for entry Most banks do default the keypad to the
Yes No alphas or numeric depending on what is
required from the field.
24%
R: The keypad should always default to alpha or
76% numeric depending on what is required.

30. Site feels secure and offers
sufficient help?
Security shown There is an expectation that secure mobile solutions
give an indication that it is secure, yet some banks
Yes No
still missed this vital piece of information.
38% Though apps are supposed to be very easy, for the
62% beginner there seems to be little to no help offered
by many of the banks.
Help offered
Yes No
34%
66%

31. Top banks that met most of the
usability evaluation criteria
Most of the criteria met:
Woori bank
Many of the criteria met:

40. MB$ ?

41. MB$ ?

42. "The best thing a mobile interaction designer can do
is observe human behaviour“ Nick Finc, UX guru

43. So what about
right here?

44. Penetration of smartphones in NZ?
(accepting that mobile penetration is 100%)
33%
18%

45. Percentage of people accessing
the internet on a mobile or
handheld device
30%
27%
25%
20% 18%
5 hours or
15% more per
week
10% 7%
5%
0%
2007 2009 2011
The AUT World Internet Project December 2011

46. TNS Mobile Life Study -
Mobile Banking
“Using
now”
“The results of our study
show that mobile banking
growth will be driven by 28%
solutions that facilitate easy
access to accounts, buying
phone credit and paying
utility bills, for example.”
39%
Dave Thomas, TNS
“Interested”

53. And finally, some
interesting new
stuff…

54. Person-to-person credit card payments
(using the smartphone camera)
Card.io lets users pay for items by holding their credit card
up to the phone’s camera. The new Card.io apps are meant
for person-to-person payments e.g. splitting lunch, paying
for gas etc.

55. Make an online
purchase with cash –
through my
smartphone?
PayNearMe
The consumer buys something online with the
PayNearMe mobile option. The merchant
renders a barcode so that when the consumer
walks into their store they can scan the barcode
and accept the cash payement
A receipt populates on the phone and the
merchant recieves the payment.

56. - Aims to change the
ways kids use and
think about money
- Platform for earning,
saving, giving and
spending
- Kid-friendly access to
curated and controlled
Amazon store

57. Thanks for
stopping by !