A case study for designing a mobile wallet. Presented at the IA Summit in New Orelans, March 2012 Contact at flow-interactive.com

1. Designing the
mobile wallet
A case study
@timcaynes #ias12
This part of the screen intentionall left blank
y

2. userinforma tiona
rchiexperiencetec
toinnov tiondesi
a
gnalignera tionenv
isioningeerma tron
icatoricorn

5. 254% of the
world has a
mobile phone

8. 117% of the
world has a
wallet

11. 0.004% of the
world thinks...

12. OMG, those
things should
be totall ,
y

13. like,

14. the same
thing

17. Whoare the
0.004%?
tm

18. Whoare the
0.004%?
tm

19. IMAGE: REFERENCE: http://thinkd2c.wordpress.com/2011/05/12/visa-to-luanch-major-digital-wallet-
initiative-in-2011/ SOURCE: Visa

20. IMAGE: REFERENCE: http://www.telegraph.co.uk/technology/mobile-phones/6254174/O2-to-trial-LTE-
mobile-broadband.html SOURCE: O2. Probably.

21. IMAGE: REFERENCE: http://www.zdnet.co.uk/news/mobile-devices/2011/05/20/orange-and-barclays-
unveil-quick-tap-mobile-wallet-40092845/ SOURCE: ORANGE

22. Image: Capture: http://www.google.com/wallet/

23. Ooh. Can they
literall y
change my life
with this?

24. Image: Capture: Mastercard youtube channel

25. Image: Capture: Mastercard Youtube Channel

26. Image: Capture: Google Youtube Channel

27. Image: Capture: Google Youtube Channel

28. Image: Capture: Orange youtube channel

29. “And as if tha t
wasn't enough,
paying with your
mobile looks
pretty cool too”

30. and in this
world?

35. Can the design
challenge be
reduced to a
pithy couple
of slides?

36. Two w ys to
a
approach the
design

37. Complica ted
and simple

38. Simple and
complicated

39. Complicated and
simple –
registration
heavy and
transaction light

40. Simple and
complicated –
registration light and
transaction
heavy

41. Tha choice is
t
not yours

42. Tha choice
t
has already
been made

43. Tha choice
t
has already
been made

44. The design
story

45. We’d like a
mobile w allet
please

46. So you’d like...

50. Execution?

52. Still
in the St
awake
room
Diagram: Useless Venn diagram

53. Image: Robert Gendler

54. Well, we’d just
like a mobile
wallet please

55. Oh

56. sadface

58. Ok, so wha do
t
you already
have?

59. we’ve been doing a bit of w ork with this a gency tha did put some
t
things t ogether but it w s a while a
a go and until we knew the pla orm
tf
requirements we weren’t reall sure wha the architecture needed t
y t o
be any since we’ve changed some of the delivery p tners and there is
ar
new legisla tion coming up in no vember which ba sicall sa we’ll ha
y ys ve to
update the transa ction engine which a ctuall we get from the
y
merchant who since they merged with the carrier pla orm hatf ve
ano ther version of tha piece coming so we’re w
t orking with our IT
partners t fill tha gaps in implement tion which means tha we’ve
o t a t
had t revise some of the business re
o quirements a gain and since that
happened there ha been a new directive which means tha in the UK
s t
we’re no a
t ctu all allowed t do the thing tha makes tha piece
y o t t
w ork so we’ve had somebod else in the w
y ork on some high-level
designs but a we’re going through a brand upda
s te right now f or the
whole commerce pla orm we’re no quite sure which a
tf t ssets are
usable but compliance are looking int tha so when we get those
o t
things ba ck from those guys who ha ve also changed their name
recentl and I can’t remember who they we’ll be able t see how some
y o
of tha fits t
t ogether but we’re no entirel sure wha the middle tier
t y t
looks like yet beca use since the la tes deplo
t yment of the fulfilment
engine we’ve had issues resol ving some simple transa ction and we
might a ctuall ha
y ve t migra
o te those services t ano
o ther supplier
and tha will probabl be in the third qu
t y arter so realis ticall we’ve put
y
a hold on tha pending the out
t come of the s akeholder review which
t
incidentall is becoming more difficul since we a
y t ctu all changed who
y
we are and we all wear different f ces and can onl communica
a y te
through michael ja ckson thriller mo ves

60. Oh

61. sadderface

63. Still...

64. Jon

65. We did
Immersion

67. Immersion

68. Immersion

69. then did
We
Ideation

70. Tap
phone shout
a bit
start
DROP fight
PHONE

73. Then We did
Envisioning

75. Android

76. BlackBerry

77. Touchscreen Touchscreen
Trackpad
Touchscreen
and Trackpad

80. sadface

81. Mara

82. we did
Testing

84. Scenario:
Try and use
this lovely
android phone
to set up and
use a mobile
wallet

85. Scenario:
Try and use
this lovely
Blackberry
phone to set
up and use a
mobile wallet

91. <meta name="viewport"
content="width=device-width, initial-
scale=1.0, maximum-scale=1.0, user-
scalable=no"/>

97. Did you do the
Execution
bit?

100. Wha , if
t
anything, I
learned

101. concept

102. Context

103. confidence

104. Thanks
@timcaynes #ias12