This solution was created for enterprise clients to be offered as a package. This is a sample of data driven user experience design. It was based on a contextual analysis of users using the banking service on an everyday basis on SMS & Web. This design interweaves the use of SMS, URL based SMS. mobile web & mobile applications resulting in an all pervasive presence for the enterprise, in this case, a bank.

1. WAP
Proposed WAP support for X bank…
A Web to WAP selection initiative
Ekta Rohra Jafri
ekta@acl-wireless.com

2. M-banking Services which people use on WAP
Balance, 63%
70%
60%
50%
View Statement,
40% 27%
30%
Lead
generation Locators, 12%
20% cheque
status, 2% services, 2%
10% Requests, 2%
0%
Note: These are not percentages of a whole. They are the averages from four banking WAP sites
X bank – A web to WAP selection initiative Managed Mobility Services

3. How can WAP help X bank?
 Access information – Users can get immediate access to information several times
a day. For example if someone is waiting for their salary to be credited. They check the
balance every few hours.
 Get location based services – Find ATMs, branch addresses and phone
numbers. Reach the customer service department.
 Lead generation - Filling up forms i.e. for personal loans, home loans, insurance
etc. is easier on WAP.
 Put in requests –
- Investment requests
- Fulfill SIP
- Request a draft
- Do not disturb
- Bill payment
X bank – A web to WAP selection initiative Managed Mobility Services

4. The Service Mix
WAP
Push
SMS
PUSH
WAP
Pages
X bank – A web to WAP selection initiative Managed Mobility Services

5. Information architecture of WAP site
Balance information
Since viewing balance is a core Global navigation
activity for any account and the
Navigation to the rest of the
most used, it should be the default
features and services.
information shown for each
account
View Statement Locators Services
View statement should be the next Ideally we should judge the Relevant requests for each
account should be shown in an
step for any user so it should be location of the user using his cell
extra ‘Services menu’ i.e. cheque
easier to view. Ideally balance ID and be able to tell him ‘ ATMs book request, cheque status,
should be clickable to a statement. near you’ & ‘Nearest branch’ request a draft, request cash etc.
Hidden layer
Dynamic pages which are there to support URLs embedded in SMSs
and WAP PUSHs. These pages will be configured so that they can be
created using an admin interface. The confirmation pages will be linked
to the main site to encourage browsing and discovery of features.
X bank – A web to WAP selection initiative Managed Mobility Services

6. http://wap.X bank.com
For an MSISDN forwarding network
- X bank- - X bank- - X bank-
Welcome Ekta! Welcome Ekta! Welcome Ekta!
------------------ ------------------ ------------------
My accounts My Accounts Savings account - 2345
Confirm your password Savings Balance
[……….] XXXXXXXXX2345 Rs. 2,34,567/-
SUBMIT Ready credit Recent transactions
------------------ XXXXXXXXX2345 + Rs. 345/-
ATMs near you Sign in Investment Account flow - Rs. 2346/-
Nearest branch XXXXXXXXX2345 + Rs. 2317/-
Services menu Credit card ------------------
Get insurance XXXXXXXXX2345 ATMs near you
Health | Life | Home ------------------ Nearest branch
Make an investment ATMs near you Services menu
SIP | Mutual funds | FD Nearest branch Get insurance
Apply for Loan Services menu Health | Life | Home
Home | Personal | Auto Get insurance Make an investment
------------------ Health | Life | Home SIP | Mutual funds | FD
Contact us Make an investment Apply for Loan
SIP | Mutual funds | FD Home | Personal | Auto
Apply for Loan ------------------
Home | Personal | Auto Contact us
------------------
Contact us
X bank – A web to WAP selection initiative Managed Mobility Services

7. http://wap.X bank.com
Next steps to balance
- X bank-
Savings account - 2345
~Statement~
From: 31 Dec 06 - X bank-
To: 31 Jan 07 Savings account – 2345
+ INR 002314 ~Transaction advice~
- INR 002356 Nature: Credit
+ INR 003425 Amount: INR 2314
- INR 000123 Date: 15 Jan 07
+ INR 002314 Type: Cheque
- INR 002356 Details:
+ INR 002314 # 780280
- INR 002356 Transaction Bank of Baroda
+ INR 002314 <Back
- INR 002356 ------------------
+ INR 002314 ATMs near you
- INR 002356 Nearest branch
------------------ Services menu
= INR 234567 Get insurance
Request statement Health | Life | Home
------------------ Make an investment
ATMs near you SIP | Mutual funds | FD
Nearest branch Apply for Loan
Services menu Home | Personal | Auto
Get insurance ------------------
Health | Life | Home Contact us
Make an investment
SIP | Mutual funds | FD
Apply for Loan
Home | Personal | Auto
------------------
Contact us
X bank – A web to WAP selection initiative Managed Mobility Services

8. Sign ups & Lead generation
COMBINATION
Any lead generation or sign up activity can be initiated by
SMS push. And then a combination of various media can
be used to maximise response.
WAP PAGES
the lead generation forms Alternate SMS
will be available on WAP route
pages where the user can WAP Push There has to be an
input information. There There may be users alternate SMS route
should ideally be only those who have GPRS just in case the user
fields which contain enabled sets but does not have GPRS
information which we don’t cannot click on a URL activated on his phone
already have about the directly from SMS.
user.
X bank – A web to WAP selection initiative Managed Mobility Services

9. Lead generation activity
User receives lead
generation SMS
~Personal loan~
Fill in the form
below to apply
Get a personal loan Profile:
from X bank
delivered to your [ - Salaried-]
doorstep. Click on the City:
URL given below to [Choose]
fill the form.
http://wap.X Annual income:
bank.com/persoal?id […] lakhs
=jherutioer574639 Company name
OR reply with GET
[…..]
Years in current job:
[….] years
Existing loans?
[- Yes -]
User clicks on the URL embedded in
the SMS SUBMIT
--------------------
Home
X bank – A web to WAP selection initiative Managed Mobility Services

10. Sign up activity
User receives sign up SMS
~E-statement~
Fill in the form
below to sign up
Sign up for an e-
statement. Save E-mail ID:
paper & get 100 […………..]
reward points free! I agree to get e-
Click the URL below
to sign up statements on the
http://wap.X above e-mail ID
bank.com/persoal?id= instead of the
jherutioer574639
OR reply with OK printed statement at
my address.
[- I agree -]
SUBMIT
--------------------
Home
User clicks on the URL embedded in
the SMS
X bank – A web to WAP selection initiative Managed Mobility Services

11. Confirmation page & loop
- X bank- - X bank-
Thank you for applying
for a X bank Personal Welcome Ekta!
Loan. Our executive will ------------------
be in touch with you My accounts
shortly! Confirm your password
X bank on your phone [……….]
My accounts SUBMIT
------------------ Loop to WAP X bank ------------------
ATMs near you ATMs near you
Nearest branch Nearest branch
Services menu Services menu
Get insurance Get insurance
Health | Life | Home Health | Life | Home
Make an investment Make an investment
SIP | Mutual funds | FD SIP | Mutual funds | FD
Apply for Loan Apply for Loan
Home | Personal | Auto Home | Personal | Auto
------------------ ------------------
Contact us Contact us
X bank – A web to WAP selection initiative Managed Mobility Services

12. Thank You
ACL Wireless Limited
Managed Mobility Services
17, Community Centre, East of Kailash, New Delhi – 110065, India
Tel +91.11.26438813 | Fax +91.11.26438825 | www.acl-wireless.com | mms@acl-wireless.com
Noida  Mumbai  Dubai