Three trends your business can use to get ahead for now, for tomorrow, and for the day after

Three trends your business can use to get ahead for now, for tomorrow, and for the day after

Marcin Łaszkiewicz, Deloitte

Three trends to look out for…

€

User experience

Mobile payments

Internet of Things

For now… For tomorrow… Watch this space…

User experience

• Is the one thing many businesses can improve

• So why is it important?o We have to be there…

o And act rapidly on the desire to purchase

o …instead of pushing customers away

o … after the hard work’s been done.

• Look after revenue

• Maintain customer relationship User

experience

Buying travel insurance…

Can either be as easy as one…

• The quote process can be started immediately from the front page

• Material that’s of interest to the target market helps build a connection to the customer

…two

• Straight after submitting a quote on the front page, the customer is already on step 2 of 3

• The difference between each offer is clearly shown, in a transparent manner

• The customer can now easily chose the offer that best suits them.• There is a clear call to

action (buy now) for each of the options

…three.

• A quick login option for existing customers is offered

• Both email and SMS notification functionality is available

• Payment details are entered immediately. This avoids another page load and further reducing dropouts / lost leads.

• The purchase is complete within 2 screens of the landing page.

Or it can take five steps…

• Simple ‚web form’ approach to completing data.

• Repeated questions about the number and age of insured persons

• 5 steps to purchase• Could be cut down to reduce drop outs1a 1b

• And if the customer gets their maths wrong…

…and a lot of heartache. 3 more steps to go…

2

• How can a customer compare the different levels of cover and their cost side by side?

• The cost updates…• But only after ‚zapisz’

is clicked each time

Comparing taps and swipes on mobile platforms

€ Check account balance

Check last transaction

Transfer money

Find a branch or ATM

Leading Polish bank 1

Leading Polish bank 2

1 taps

5 taps

16 taps

1 tap

4 taps

5taps

14 taps

1 tap

15 taps

17taps

33 taps

1 tap

18 taps

19taps

32 taps

1 tap

(including typing in amount) (Includes SMS confirmation)

So what can I do?

• Start with the customero User centric approach

o Understand who your users are

o What problems they are trying to solve

o How they use your product

• Test earlyo E.g… low-fi prototypes

• Test ofteno During design, and in production

• Invest in UX, and build capability.

User experience

And now on to mobile payments…

• Is something we’re quite ahead with in Poland… but it’s still developing.

• So why is it important?o Growth of mobile

o Growth of e-commerce

o Convergence of digital and physical.€

Mobile payments

The environment for m-payments is facilitating growth

…as does the development of mCommerce

Mobile payments are growing globally

Value of global mobile payments

Smartphones in Poland

Polish e-commerce market value

2009 2012 2013

PLN 12B

PLN 22BPLN 26B

6M 8M

2012 2013

Mobile environment in Poland facilitates m-payment development

Value of m-Commerce in Poland (Billion PLN – Datamonitor research)

5,0

4,2

3,5

3,0

2,52,1

1,7

0,0

0,5

1,0

1,5

2,0

2,5

3,0

3,5

4,0

4,5

5,0

2017201620152014201320122011 * * **

It’s a competitive, crowded, and exciting market…

Future solution Competition Cooperation

eCommerce

Sel

ecte

d ac

quire

rsm

PO

SA

ll ac

quire

rs

LITE and mobile applications

Consumer side

GSM Virtual payments Contactless paymentsM

obile

ba

nkin

gM

obile

pay

men

ts

Merchant side

Virtual or contactless payments

New Plus offer

MyWallet

Orange Cash

PeoPay

iKasa (Biedronka)

IKO+

Stickers

So what can I do?

• Evaluate your options – do you have a plan?

• Make sure you let your customers use mobile paymentso In the physical world

o In e-commerce, while shopping from a mobile device

• …and ensure they can they do it easily (Remember UX!)€

Mobile payments

And a few of words on a trend for the future…

tablets

phones

Street lamps adjusting lighting based on current conditions and your preferences

Smart buildings that feed power usage data to utilities … and adjust their own usage

Cars that send back diagnostic information

Medical sensors – sending information back for analysis by physicans

• 8B internet connected devices today

• 10B by 2016…and 50B by 2020

• USD 14 Trillion impact globally

Environmental sensors checking air and water quality

• All this has implications for e-commerce

• The Estimote example…

To wrap up…

€

User experience

Mobile payments

Internet of Things

Act now! Get ready… Watch out…

Kontakt

Marcin ŁaszkiewiczMenedżer, Konsulting

tel.: +48 (22) 348 36 [email protected]