mbank s mobile payments journey Joanna Erdman Director, Card Business Development
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1 mbank s mobile payments journey Joanna Erdman Director, Card Business Development
2 The agenda of the journey 2
3 The agenda of the journey 3
4 Will 2015 be the next Year of Mobile Payments? This year we can celebrate another first year of mobile payments in media 4
5 Each journey starts from the first step Multichannel universal bank Re-Invention (New mbank) HCE From internet to mobile MOBILE NFC Fast adoption of innovation NFC First virtual Bank in Poland EMV MIGRATION MAG-STRIPE CARDS Launch of mbank Best internet bank in CEE The bank of first choice 3rd biggest retail bank in Poland The most innovative bank The icon of mobility 5
6 Polish market is ready for the next step to take Smartphones in Poland all smartphones (in mln) NFC smartphones (in mln) 80% 70% 60% 50% 40% 30% 20% 10% 0% Change of SIM New software MNO POS terminals with NFC 100% POS mbank NFC offer % POS
7 NFC technology has become a standard, because customers appreciate conveniance Share of contactless cards and transactions in mbank is higher than the market average mbank NFC PaySIM card 32% mbank HCE solution *Source: Visa Europe, June 2015 mbank customers are even more willing to use contactless cards than the standard Polish customer. The potential in our data base of debit cards is an opportunity for the next steps in a mobile journey to HCE 7
8 The agenda of the journey 8
9 mbank has implemented three different models of NFC payments 1. PREPAID CARD ON MOBILE SIM 2. DEBIT CARD ON MOBILE SIM 3. MNO FINANCIAL SERVICES CUSTOMER EXPERIENCE: Sale of prepaid card by MNO together with SIM card Self directed model, no additional banking services Balance and last transactions online Dedicated mobile app Orange Cash NFC Payments CUSTOMER EXPERIENCE: Sale of card as a part of current account package Multichannel customer service including full history, card balance and limit mgmt Mobile App T-Wallet/mBank Wallet for paymentss NFC Payments CUSTOMER EXPERIENCE: Complex offer: mobile offer + mobile banking Additional benefits for payments Branch technical suport + multichannel customer service Mobile Banking integrated with mobile payments 9
10 Each model has different impact on business case NFC PRODUCT BUSINESS IMPACT CUSTOMER EXPERIENCE 1 PREPAID CARD ON MOBILE SIM EASY TO IMPLEMENT, NOT EASY TO MANAGE BANK RELATION 2 3 DEBIT CARD ON MOBILE SIM MEDIUM INTEGRATION, MEDIUM CONTROL MNO FINANCIAL SERVICES COMPLEX INTEGRATION OF BANK AND MNO, IMPACT ON CUSTOMER EXPERIENCE WITH SIM CUSTOMER EXPERIENCE BANK RELATION CUSTOMER EXPERIENCE BANK RELATION 10
11 The agenda of the journey 11
12 Customer experience is a crutial part for the service adoption Pre-payment Payment Application Mobile access Customer Experience Easy acceptance Everyday usage Customers want to buy things not to make payments. Therefore we take care about: - Pre-payment experience - Post payment added value - Simple and secure payment Additional benefits and control Loyalty to mobile Barriers of adoption: - Security of mobile app - Application process - Acceptance problems Post payment 12
13 Lesson1 - Do it yourself is the best way! Previous application process Multichannel proces secured but difficult for the customer New application process Fully mobile process - better customer experience, higher conversion rate 13
14 Lesson 2 - All in one mobile application NFC card payment Card security features Account balance Special offers mokazje Transaction history and PFM 14
15 Lesson 3 Take control over the customer journey SIM-centric NFC payment HCE-based NFC payment Start of sales MNO Bank Bank offer Dedicated debit card Debit/credit/virtual card MNO offer Customer s choice Bank s choice Bank Bank s TSM Processor Bank Process participants MNO s TSM Payment scheme Payment scheme Processor MNO HCE opens new opportunities for the bank and added value for the customer 15
16 Lesson 4 Simplify the process to reduce barriers Client s decision making process SIM-centric NFC payment MNO NFC phone/os MNO s software SIM NFC Bank HCE-based NFC payment NFC phone/os Bank HIGH Complexity of the process LOW SIM-centric model of NFC payments is more complex for the customers and for the banks and is less efficient from the adoption perspective. 16
17 Lesson 5 Leave the choice to the customer mbank co-branding with MNO HCE PAYMENTS MNO s banking services Play did not start to offer NFC Payments on SIM 17
18 Will 2015 be the next year of mobile payments? The revolution has already started and it will continue pretty soon This year we can celebrate another first year of mobile payments in media 18
19 Thank you Joanna Erdman 19
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