Swipe, Dip or Tap? Designing trustworthy mobile payment experiences

World IA Day 2016, San Francisco
The nature of money is evolving, and UX practitioners are facing tough design challenges in the financial space, especially where mobile devices have become tools for banking and paying. Consumers expect simplicity, security and speed. For any experience that involves personal and financial information, the slightest UX misstep will raise doubt in users’ minds. This talk will explain how our mental models around new commerce experiences are influenced by our long history with money as an artifact. You’ll learn tips for creating meaningful mobile payment interactions that feel effortless and inspire confidence.

Transcript

1. Swipe, dip or tap? Designing trustworthy mobile payment experiences Skip Allums PayPal, O’Reilly @skippr
2. Skip Allums Designing Mobile Payment Experiences PRINCIPLES AND BEST PRACTICES FOR MOBILE COMMERCE
4. easier to understand? faster? safer? more inclusive? How can we make money…
6. WANT DO NOT WANT
8. Skip Allums Designing Mobile Payment Experiences PRINCIPLES AND BEST PRACTICES FOR MOBILE COMMERCE
9. New payment experiences must be convenient, meaningful & safe
10. Convenient = makes life easier & feels natural
11. Meaningful = sense of worth & understood value
12. Safe = unassailable security & financial privacy
13. A brief history of money
14. Olaus Magnus, History of the Nordic Peoples, On Trade Without Using Money, 1555
15. LESSON #1 Friction fuels innovation
16. textiles animal oil cattle rope sheep metals garment grain Girsu (Iraq) 3300 AD
17. Coins, Song Dynasty 1130 AD
18. Coins, Song Dynasty 1130 AD
20. 6000 BC Barter and commodity trade 7th Century Lydian gold coins 12th Century Song Dynasty paper bills 1 B
21. , 1974
23. LESSON #2 Money is personal
25. pick up deodorant at the corner store breakfast commute work lunch work commute dinner sleep read
26. breakfast commute lunch work commute dinner sleep read work
27. LESSON #3 Money works just fine already*
28. Accenture, 2015 North American Digital Payments Study
29. Average transaction times Checks 64 s EMV Cards 48.4 s Debit Cards 44.4 s Cash 28.5 s Aite Group, Contactless payments, NFC in the US: Beyond Science Fiction. Jan 2008
31. We have to favor speed over spectacle
32. LESSON #3 Money works just fine already* *results may vary
33. Global credit & debit card fraud in 2014 $16.31 BILLION Nilson
35. LESSON #4 Security is more than just tech
37. Roger Pfund
42. LESSON #5 A transaction is a conversation
43. Mural by Desiderio Hernández Xochitiotzin, Tlaxcala City
48. Good UX fosters trust
49. Thanks. @skippr #mobilepaymentux