Augmented Banking Experiences

Augmented BankingUser Experience

MOBLevel 2/145 William StEast Sydney NSW [email protected] 215 731

Contents

Executive Summary 02

Now 03-05

Future 06-13

MOB - Contact details 14

Commercial in Confidence Mobile Online Business Pty Ltd1

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 addressed:

▪ Personal Account Customer▪ Credit Card Customer▪ Business Bank Account Customer▪ Merchant

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.

Please note that the look and feel is low fidelity. Interface look and feel would be defined during the development process and adhere to any brand requirements.

MOB can add a unique value within this quickly evolving and high-impact new technology space.


Now

Personal Account CustomerScenario - 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.

MerchantScenario - to acquire more customers

▪ The bank notifies merchants they will be listed in an AR business directoryNOTE: 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.

go to the bank’s website on your

mobile

1

see the ATMs & branches nearby

2

get directions

3

use the ATM or Branch

4

personal account customer - need an ATM or a branch

I need an ATM or a branch

CLICK A LINK TO LAUNCH THE BANK’S LAYER (WITHIN LAYAR)

TAP ON A SPECIFIC LOCATION

BUILDAR PLATFORM

ATMs / Branches

ATM LOCATIONDistance:1km

Map List Accuracy: 75m

ATMATM

ATM

NOTE: This is presented as just another benefit of

being a merchant

NOTE: Ideally this would be promoted/integrated into a broader business directory

MERCHANT

The bank notifies merchants they will be listed in an AR business

directory

1

merchant's name, category and address are added to the AR

system

2

consumer sees local merchants displayed

around them

4

merchant - to acquire more customers

BUILDAR PLATFORM

a consumer goes to the bank’s website

on their mobile

3

CLICKS A LINK TO LAUNCH THE BANK’S BUSINESS DIRECTORY

LAYER (WITHIN LAYAR)

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

5

merchants can see reports of usage and redemption results

6

Business Directory

DISCOUNTCOUPONSAVE 10% at

Joe’s Fast Food

MERCHANT

MERCHANTDistance:1km


MM

M

M


Future

Personal Account CustomerScenario - need a branch

▪ 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 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

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

▪ 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 ATM location▪ Authenticate myself with the bankNOTE: 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.

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).

1


2see the current queue length/

waiting time for that branch

take a "virtual number" (assumes branches have a number system)

4

tap to book a meeting with a

consultant/manager

5

3

personal account customer - need a branch

I need a branch

TAP ON A SPECIFIC BRANCH LOCATION

BUILDAR PLATFORM

ATMs / Branches

People waiting

YOUR TICKET

A206

BANK

03


mobile




get issued a "one time PIN" for use at

that ATM

4Your onetime PIN

1


2

authenticate myself with the

bank

3

insert card into the ATM, enter your "one

time PIN" and complete transaction as normal

5your (debit) card

details are now useless to any skimmers as the "one time PIN" is unable

to be re-used

6

personal account customer - requires extra-secure transaction (e.g. to avoid ATM skimming)

ATM skimming


BUILDAR PLATFORM

ATMs / Branches Authenticate

3456

3456

NOTE: The authenticated/ authorised session that lets you

request a "one time PIN" may persist on your phone...and if

your phone is lost then it could be disabled from any other web

browser through the bank’s website.


mobile




ATMATM

ATM


Future

Credit Card CustomerScenario - need more info on my spending patterns

▪ Go to the bank’s website on your mobile▪ Click a link to launch the bank’s layer (within Layar)▪ 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 CustomerScenario - need more customers

▪ The bank provides business banking customers with the option to be listed in an AR business directoryNOTE: 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

MERCHANT

adjust the filter to see

"my transactions"

4

1

authenticate myself with the

bank

3

displayed around you are the local

merchants you have made purchases with

5

tap on a specific merchant to see your purchase history with

them

6 use this info to update your buying/ budgeting

behaviour or even negotiate a better deal

with that merchant

7

credit card customer - need more info on my spending patterns

my spending patterns?

BUILDAR PLATFORM

ATMs / Branches

Authenticate

Show me:

my transactions

Purchase History

Item $10.00Item $10.00Item $10.00Item $10.00Item $10.00Item $10.00


mobile




MM

M

M

DISCOUNTCOUPONSAVE 10% at

Joe’s Fast Food

NOTE: Privacy issues may need to be addressed

through an opt-in process

NOTE: Ideally this would be promoted/integrated into a broader business directory

NOTE: This would require a management/offer

interface for the business banking customers

The bank provides business banking

customers with the option to be listed in an AR business directory

1

your basic business details/address are

added to the AR system

2

consumer sees local businesses displayed

around them

4these listings can be filtered by category

or "special offers"

5

the consumer can be offered redeemable and expirable coupons

on the spot

6

merchants can see reports of usage and redemption results

7

business account customer - need more customers

BUILDAR PLATFORM

a consumer goes to the bank’s website

on their mobile

3

CLICKS A LINK TO LAUNCH THE BANK’S BUSINESS DIRECTORY

LAYER (WITHIN LAYAR)

Business Directory

Show me:

SpecialOffers

MERCHANT

MERCHANT



MM

M

M


Future

Merchant/Account holderScenario - distributed branch network

▪ Account holders go to the bank’s website on your mobile▪ Click a link to launch the bank’s layer (within Layar)▪ 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

authenticate yourself with the

bank

7

get issued a "one time PIN" for use

at that ATM

8Your onetime PIN

3456

filter locations to show nearby merchants

that support deposits/withdrawals

4

enter the "one time PIN" into the EFTPOS terminal to validate

the transaction

9conduct your

authorised deposit/ withdrawal with the

merchant

10

go to that merchant and present an

EFTPOS card (ideally not a credit card)

5

1


2tap on the AR

location icon for that merchant

6

merchant/account holder - distributed branch network

I need to make a deposit/withdrawal


BUILDAR PLATFORM

ATMs / Branches

Authenticate

Show me:

nearby merchants that

support deposits/withdrawals

MERCHANT

MERCHANT

account holders go to the bank’s website on

your mobile




ATM

ATM

ATM



MM


MOB - Contact Details

MOBLevel 2/145 William StEast Sydney NSW [email protected] 215 731

check out our sitehttp://mob-labs.com

Augmented Banking Experiences

Technology

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