Today’s established financial institutions are under pressure from three sources: the high expectations of Connected Consumers, the pace of technological change and innovation from new entrants. To remain relevant in the era of the smart home, connected car and mobile payments, these players must create compelling and easy-to-use digital financial products. Working with Visa, we’ve been investigating the central role that user experience (UX) has in ensuring success in this complex and competitive sector. To know more contact Tim Spenny (tim.spenny@gfk.com) and Lauren Zack (lauren.zack@gfk.com).

1. 1© GfK June 14, 2016 | Smart home: a global perspective
Future Payments
Channels
Kevin Carvalho
Tim Spenny

2. 2© GfK June 14, 2016 | Smart home: a global perspective
Future
Payments
Channels

3. 3© GfK June 14, 2016 | Smart home: a global perspective
Smart Home
Connected
Car
Point of Sale

4. 4© GfK June 14, 2016 | Smart home: a global perspective
At the Point
of Sale

5. 5© GfK June 14, 2016 | Smart home: a global perspective
Source: GfK FutureBuy® 2015, 25 markets
Europe
APAC
LATAM
Middle East
9%
3%
6%
7%
Percentage of PAYMENTS conducted
by mobile phones in-store
US market: estimated share of all
PAYMENT TRANSACTIONS in 2015
The global MOBILE PAYMENTS
MARKET is COMPLEX
Other
Credit
Card
Cash
Mobile
Device
Debit
Card
3%
38%
29%
4%
27%

6. 6© GfK June 14, 2016 | Smart home: a global perspective
Kiosks bringing many of the benefits of online shopping
into the store
Staples and JC Penney in-store kiosks to
allow access to their entire online inventory
including purchase functionality.
A digital store-in-a-store.
“Adidas A Standard” in Foot
Lockers offer interactive
touchscreen displays-
providing customers with
detailed product facts, user
reviews, 3D images, and
performance features.
Source: GfK FutureBuy® 2015

7. 7© GfK June 14, 2016 | Smart home: a global perspective
Connected
Car

8. 8© GfK June 14, 2016 | Smart home: a global perspective
We asked 5,800 consumers to evaluate 7 concepts
Not a car but a travel solution. This
app will take complete responsibility
for a trip, identifying the best
transport solution
7. Home to destination
Travel Solution
A car that knows your entertainment preferences
1: Entertainment
A self-driving car that drives completely
autonomously
2. Autonomous Driving
A car that communicates
with other connected devices
in your home
5. Life Manager
4. Ultra Safe
A car that makes driving as
safe as possible. Connectivity
with other cars, cruise control,
integrated cameras
3. Data Tracker
A car that tracks usage , runs
diagnostics, checks repair
costs; records accident data
automatically
6. Self Sufficient
A strong but light electric car
‘Connected
Car’
Concepts

9. 9© GfK June 14, 2016 | Smart home: a global perspective
General
Consumers
LEC
87%
96%
66%
81%
73%
84%
68%
90%
62%
84%
65%
84%
79%
91%
Ultra Safe Data Tracker Entertainment
Life
Manager
Home to
Destination
Self
Sufficient
Autonomous
Driving
Leading Edge Consumers leaning into connected cars…
QT1. Concept appeal Scale: 5 Point. Data is Top 3 Box
As expected Ultra Safe concept is the most appealing. As safety is a ‘hygiene’ factor, we want to focus on concepts that follow next.

10. 10© GfK June 14, 2016 | Smart home: a global perspective
Source: GfK FutureBuy® 2015

11. 11© GfK June 14, 2016 | Smart home: a global perspective
Source: GfK FutureBuy® 2015

12. 12© GfK June 14, 2016 | Smart home: a global perspective
Smart
Home

13. 13© GfK June 14, 2016 | Smart home: a global perspective
A Smart Home
Controlled via
a mobile device
or remotely
through the cloud
Connected
devices and
home automa-
tion services
What is

14. 14© GfK June 14, 2016 | Smart home: a global perspective
9/10 consumers are aware
of the term “smart home” Consumers
Leading
Edge
Consumers
Mobile Payments
Smart home technology
3D Printing
Wearable Technology
Driverless cars/Autonomous driving
The Internet of Things
Connected Car
Virtual/Augmented Reality
Smart Cities
55%
50%
41%
35%
33%
29%
26%
24%
24%
74%
78%
62%
63%
51%
50%
52%
46%
48%

15. 15© GfK June 14, 2016 | Smart home: a global perspective
Important to get it
right from the start …
consumers have
high expectations
15

16. 16© GfK June 14, 2016 | Smart home: a global perspective
of consumers expect
devices made by diff
vendors to be able
to communicate
with each other
66%
… and it’s even higher
amongst those already
owning a smart device
78%
16

17. 17© GfK June 14, 2016 | Smart home: a global perspective
Source: Roper Reports Worldwide 2014 and 2010 (mixed mode trend, core 20 countries)
Consumers’
patience is
fading fast
Global consumers agree
“If a new technology product is not
simple to use, I lose interest”
up 8 pts from 2010
54%
17

18. 18© GfK June 14, 2016 | Smart home: a global perspective
Slowly we’re
seeing brands
begin to
“get it right”
Creating a hub for
all things to work
together
seamlessly
1
Creating AI that
makes the device
really “Smart”
2
Creating simple
solutions that are
incredibly easy for
consumers
3

19. 19© GfK June 14, 2016 | Smart home: a global perspective
Thank you.
Contac us to know
more:
Tim Spenny
tim.spenny@gfk.com
Lauren Zack
lauren.zack@gfk.com