BANK ZACHODNI WBK HCE and mobile payments implementation and observations Paweł Włódarczak Director of Electronic Banking Systems
LISTENING TO CUSTOMERS VOICE FOCUS STUDIES SURVEYS SOCIAL MEDIA LOGBOOKS COMPLAINTS CUSTOMER SATISFACTION SURVEY 2
UNDERSTANDING NEEDS AND EXPECTATIONS Transparency clarity notifications Graphic design f/x transfers Easier logging in stability improvements NFC history simpler transfers balance before login notifications 3
MARKET OVERVIEW Contactless POS terminals penetration 4
MARKET OVERVIEW Contactless cards penetration 5
MARKET OVERVIEW Mobile operating systems in Poland 5,80% 1,20% 18% 75% Android ios Windows Phone Symbian Source: Gemius (25.01.2015) 6
KEY NEEDS Fast payment convenience Security Control from overspending available funds switching payment function on and off 7
DESIGN THINKING AND ONGOING VERIFICATION Inspiration Business perspective Customer perspective Defining a problem Prototypes and tests Integration, assessment, improvement 8
TESTS AND VERIFICATION IMPLEMENTATION 31.10.14 Kick-off 10.01.15 Finished concept 20.05.15 First payment 30.09.15 Contactless payments with a phone integrated with BZWBK24 mobile 9
WHAT MAKES US STAND OUT? Integrated solution Mobile payments function is part of BZWBK24 mobile app. VISA and MasterCard Mobile payments can be made in all places that accept VISA PayWave or MasterCard PayPass payments. Card ordered directly from BZWBK24 mobile Payments without Internet connection Payments without logging in Free of charge VISA Mobile or MasterCard Mobile debit cards can be ordered from app and are available right after the order. The process is very simple and consists of only two steps. Mobile payments do not require a connection to the Internet. Mobile payments do not require logging in to BZWBK24 mobile - unlocking the smartphone and holding it close to the terminal is all it requires. 10
CONDITIONS FOR SUCCESS Technical knowledge in the field of payment services Technical knowledge in the field of mobile solutions What made us succeed? Flexible third-party vendor Very good design process and ongoing verification (39 versions) 11
CUSTOMERS OPINIONS Instant, very strong positive reaction on Google Play 30 September 2015 1 October 2015 HCE It s here! Great, bank is developing and it makes me happy! Now I just have to try it out! Thank you for the update! Edit: of course I didn t forget about the efx platform, it s cool Mobile payments After integration I cannot give anything else than 5 starts 2 October 2015 Finally I can make contactless payments with NFC. RECOMMENDED 30 September 2015 No 1 Amazing NFC payment is a great thing! Best mobile app on the market Full control over account Nfc I can easily say that at the moment I am 100% satisfied with bzwbk s app 30 September 2015 2 October 2015 Brilliant App lives up to my expectations. For mobile payments I would give 10 stars. Each update makes it even better. Congratulations 12
BUSINESS RESULTS 1500 cards sold in the first 24 hours over 15000 cards till now over 40000 transactions since the launch 0 issues very stable 13
HCE - KEY CONSIDERATIONS PIN online at the POS vs device PIN dedicated PAN vs PAN tokenenisation simple enrollment process look and feel like a standard contactless card DZIĘKUJĘ ZA UWAGĘ 14
MOBILE PAYMENTS IN BZWBK24 MOBILE Municipal transport tickets Parking fees Contactless payments with a phone (HCE) Payments in stationary and online stores Withdrawing money without card 15
BLIK - POLISH STANDARD FOR PAYMENTS 6 OF SEVEN BIGGEST BANKS IN POLAND BUILT A DZIĘKUJĘ ZA UWAGĘ COMMON STANDARD FOR MOBILE PAYMENTS THE STANDARD COVERS P2P, POS, ATM AND E- COMMERCE MOBILE PAYMENTS. IT WILL INTRODUCE REQUIRED SCALE TO CREATE DOMESTIC STANDARD. 16
DZIĘKUJĘ ZA UWAGĘ Q & A Thank you for your attention 17