How You Can Use Mobile Apps To Turn Prospects Into Engaged Customers

01-05-2023

How You Can Use Mobile Apps To Turn Prospects Into Engaged Customers

Presented by:Birashanth Thanabalasingam – YellowtailDenis Joannides – Onegini

Intro Yellowtail How to attract and retain consumers 3 key ingredients of UX Power of m-commerce Intro Onegini Digital Transformation The customer journey Questions

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Agenda

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Inspiring“Why?”

An awesome

experience

How to attract and retain consumers?

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Why, oh Why?

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Design Human

First

Manage Experience

Cycle

Engage&

Emote

The best (digital) user experience: 3 key ingredients

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1. Design Human First

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2.Manage the experience cycle

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3. Engage & Emote

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Power of m-commerce

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Summary

Design Human

First

Manage Experience

Cycle

Engage & Emote

Inspiring“Why?”

An awesome

experience

We seamlessly connect end-users to their online personal service using any device.

Onegini brings together personal services, the best user experience and relevant data.

> 10 financial customers

Banks Insurance Healthcare Telecom

About Onegini

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The biggest challenge companies are facing during their digital transformation, is to get prospects and customers online and to offer a seamless digital user experience . Onegini delivers a true omni-channel user experience while keeping the prospect / customer connected.

New customer Online customer Transactions

Your digital transformation

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1. Onboard existing off-line customer2. Prospect login3. From Prospect to Customer

The next sections will give you more insights what the customer journey will look like, when using Onegini.

The customer journey

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Challenges- Validating identities is annoying.- Lot’s of dropout’s- Multiple channels involved (web, email, post etc)

After creating account, user needs to identify

himself to get access to his personal data

User will go to web site to create an online account.

User receives an activation code by post or validated email to validate the identity. Since it will be sent in most cases by post, customers forget to activate.

1a. Onboard existing customer via web

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Device connected Have access to your dataCreate PIN(from now on use pin to login)

Scan QR code from letter/email

Using your Mobile App to onboard existing customers is a great way to get people online. In this example your customer gets a QR (or any other identification) printed on all letters sent by post. The customer installs your app, scans the QR code, chooses a PIN code and is ready to access his personal data. A digital account is created automatically.

Add extra Identity validation servicesDuring this process it is possible to integrate extra identity validation checks to get more assurance about the person’s identity. Examples are: extra personal data, ID Check (next slide) or any other.

Benefits- User can onboard anytime, anyplace - Minimal dropouts - No channel switch

1b. Onboard existing customer using mobile

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User will choosedocument type to identify himself

User will make pictureof the document. When document is well positioned, photo is taken automatically

Make a selfie The photo is take automatically as soon as it fits the white circle

Data automatically retrieved and verified

1c. Perform an ID Check

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OR

The user can choose how to authenticate when the App is opened. He can always change the authentication method.

Benefits- User can choose- Multiple authenticators supported

1d. Choose authentication

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Select mobile login atweb portal

Confirm login on smartphone

Logged in

1e. Mobile Login

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1. Onboard existing off-line customer2. Prospect login3. From Prospect to Customer

The customer journey

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Prospect will install your Mobile App

He needs to choose a pin code or add a fingerprint authentication

User can request quote or any other transaction

During this process the user will use his mobile phone to authenticate. As a company, you will exactly know when and how many times he uses your app. The strong authentication can be re-used on multiple channels

Benefits- No need to create username / password- Seamless- Can be used for multiple channels

2a. Prospect login - Mobile

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User selects mobile login at the web portal login screen

User automatically receives a push authentication on his smartphone. After accepting the authentication, user will be logged in

Since the user is strong authenticated, he is allowed to do transactions.

After the user has installed your Mobile App he can use the App to log in. After he is logged in, he can create a username and password (but this is optional)

Benefits- No need to create username / password- Convenience- Strong authenticated

2b. Prospect login - Web

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1. Onboard existing off-line customer2. Prospect login3. From Prospect to Customer

The next sections will give you more insights what the customer journey will look like, when using Onegini.

The customer journey

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Benefits- Prospects can use the same account to login as a

customer- No identity verification by the new customer needed- One channel involved

Using Onegini, the prospect already has a digital account to login to the system (strong authentication). Once the prospect becomes a customer, the only thing left, is to verify the end user’s identity. Identity data will be verified by your organization or any other trusted party. The end user does not have to do anything

Authentication method +

attributes +

validated

NameAddress

Date of BirthTrusted parties

3a. From prospect to customer

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Select mobile login atweb portal

Confirm login on smartphone

3b. Customer login – Web / Mobile

Contact us

More info: www.onegini.comMore videos: www.onegini.tvEmail: [email protected]: @Onegini

More info: www.yellowtail.nlEmail: [email protected]: @YellowtailBV