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".
Commercial in Confidence Mobile Online Business Pty Ltd2
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.
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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
Map List Accuracy: 75m
MM
M
M
Commercial in Confidence Mobile Online Business Pty Ltd6
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
see the ATMs & branches nearby
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
go to the bank’s website on your
mobile
CLICK A LINK TO LAUNCH THE BANK’S LAYER (WITHIN LAYAR)
ATM LOCATIONDistance:1km
Map List Accuracy: 75m
get issued a "one time PIN" for use at
that ATM
4Your onetime PIN
1
see the ATMs & branches nearby
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
TAP ON A SPECIFIC BRANCH LOCATION
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.
go to the bank’s website on your
mobile
CLICK A LINK TO LAUNCH THE BANK’S LAYER (WITHIN LAYAR)
ATM LOCATIONDistance:1km
Map List Accuracy: 75m
ATMATM
ATM
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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
go to the bank’s website on your
mobile
CLICK A LINK TO LAUNCH THE BANK’S LAYER (WITHIN LAYAR)
MERCHANTDistance:1km
Map List Accuracy: 75m
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
MERCHANTDistance:1km
Map List Accuracy: 75m
MM
M
M
Commercial in Confidence Mobile Online Business Pty Ltd12
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
see the ATMs & branches nearby
2tap on the AR
location icon for that merchant
6
merchant/account holder - distributed branch network
I need to make a deposit/withdrawal
TAP ON A SPECIFIC BRANCH LOCATION
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
CLICK A LINK TO LAUNCH THE BANK’S LAYER (WITHIN LAYAR)
ATM LOCATIONDistance:1km
Map List Accuracy: 75m
ATM
ATM
ATM
MERCHANTDistance:1km
Map List Accuracy: 75m
MM
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MOB - Contact Details
MOBLevel 2/145 William StEast Sydney NSW [email protected] 215 731
check out our sitehttp://mob-labs.com
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