2. Mobile Payment
The importance of value networks and value added services
RQ1: How has an m-payment service adjust and develop its current
service offerings?
RQ2: Who are advantageous partners in an eco-network of m-payments
to capture and dominate the market?
6. Social Behaviour
People react differently.
This difference depends on countries, gender, age and so forth.
Biggest focus on a global strategy: countries
7. Brands trusted by US Users to handle m-payment services
Social Behaviour: Example/1
Source: SapientNitro 2012
40%
36%
34%
15%
12%
8. Worry about privacy
Increased risk of fraud
More convenient as other payments
Happy if most payments are
done with mobile phones
Source: SapientNitro 2012
ASIA EUROPE & US
79%
77%
69%
64%
69%
66%
26%
29%
Social Behaviour: Example/2
12. Value Networks
Mobile payment services
Banks
Retailers
Mobile network operators
Handset manufacturer/App developer
Administrative bodies
13. Mobile Payment
service
Value added service
Innovation
Personal Data
Investment Benefits
Customers
Trust
Delivery channel
Handset
Manufacturer
Delivery Channel
Software standards
Mobile device
Security
Customer loyalty
Value added service
MNO
Customers
Trust
Technological infrastructure
Delivery channel
Value added service
Banks
Customers
Trust
Financial experience
Delivery channel
Convenient banking/transactions
Mobility
Value added service
Retailers
Closest to customer
Delivery channel
More customer loyalty
Universal use
Administrative
Bodies
Licenses
Trust
Registered Data
Sensitive information
Economic country benefits
15. Investigation results/1
Denied contacts
• Too high single transactions (e.g.1000€) for artists, bands
• Satisfied and trust in the current system, not willed to change
• Taking only debit cards, because of lower fees and credit cards not common
• Have a direct debit authorisation with their regular clients, no effort, no costs
• Bad connectivity, e.g. basements, deep inside building, no Wi-Fi
• Too slow compared to cash payments (10sec)
• Billing, due to unknown final amount of payment (construction, medicine)
• No device available, investment not worth the value
• Too many devices would be needed, therefore only cash
• Transaction costs higher than €4-5k/month, due to lower fees
16. Investigation results/2
Accepted contacts
• Non-card experience, curious and if for free (during Beta stage) worth a try
• Unhappy with current product, outrunning leasing contract
• Bikers or pedestrians (sleek product, easy to carry)
• Low debit, but high credit card traffic
• Non-regular customers with immediate payment
• Replace the traditional accounting with the included payment overview
• Speed of payment irrelevant (e.g. private teaching)
17. Investigation results/3
Customer support
• Failed and delayed registrations for identification and bank account approval
• Unknown delivery information of the reader
• Price battle regarding the kind (30Pin/Audio) and costs of a reader
• Functionality problems with software and hardware (Android, iOS)
18. RQ1: How has an m-payment service adjust and develop its current service
offerings?
• Flexibility, e.g. fast online registration
• Efficiency, e.g. self-guided customer support
• Innovations, e.g. announce additional features in time
• Co-operation, e.g. reducing hardware expenses
• Cross border functionality
Discussion/1
19. Discussion/2
Value added services
• Time saving, e.g. self-check out at supermarkets
• Reducing investments, e.g. no bulky vending machines
• Ratings, e.g. trusted platforms
• Security, e.g. bills pre-paid at exhibitions
• Increase trading volume, e.g. bonus programs
20. Discussion/3
RQ2:Who are advantageous partners in an eco-network of m-payments
to capture and dominate the market?
• Handset manufacturers: Pre-installed apps; common hardware
standard, safe devices
• Card issueing companies: Card fragmention; broad acceptance
• Banks: Complete real-time financial overview; limits of ATMs
21. Discussion/4
• MNO: Offering payment possibilities within their service
• Small retailers: Being able to accept cash payments
• Mobile payment services: Innovation drivers, reaching out for
third party app-developers, reaching out for trust
• Administrative bodies: Defining new regulations to promote m-
payments
22. Conclusion
No generic approach for a unique m-payment.
Various influencing external factors have to be considered.
Forming networks to reach the people and promote the service.
Go with the flow and integrate new technological developments.
