Taking Mobile Commerce To The Next Level

Taking Mobile Commerce
To The Next Level
#NextGenMobile
Webinar
Sponsored by

#NextGenMobile
GoToWebinar
Type question here

#NextGenMobile
Follow The Webcast On Twitter
#NextGenMobile
@RTouchPoints

#NextGenMobile
About Retail TouchPoints
 Launched in 2007
 More than 28,000 subscribers
 Provide executives with relevant, insightful
content
 Free Resources such as White Papers, E-book,
Webinars, Research and Podcasts
www.RetailTouchPoints.com

#NextGenMobile
Submit Your Questions // Q&A
Type question here

#NextGenMobile
Panelists
Debbie Hauss
Editor-in-Chief,
Retail TouchPoints
MODERATOR
Andrew Morris
Head of Content, Money 20/20
Mike
Orlando
CSO, Jumio

Copyright © 2014 Money2020 LLC. All rights reserved. 7
June 4, 2014
Andrew B. Morris
SVP Content & Business Development
Money20/20
The Path from Mobile Shopping
to Mobile Buying

Setting the Stage
8
One key aspect of mobile commerce is that
it is a self-service experience…
Other customer self-service use cases show us that this can
create both the best and worst experiences with a brand.
Copyright © 2014 Money2020 LLC. All rights reserved.

Customer Self-Service for Bill Payment
9
Sources: Morris Advisors Inc.
Enrollments for online bill payment facilitate turning off the paper bill and ultimately
engagement in customer self-service on the biller’s web site. If properly implemented,
these investments can drive down costs while also increasing customer satisfaction.
Customer Self-Service
(“Call Deflection”)
Online Bill
Presentment (“Paper
Turn-Off”)
Online Bill
Payment
Cost of
Billing,
Payment
& Customer
Service
Customer
Satisfaction
Rates

Customer Self-Service at the Airport
10
Well-executed customer self-service, such as Delta Air Lines’ airport kiosks and mobile
app, save consumers time and create convenient, enjoyable experiences with the brand.
Sources: Delta Air Lines company web site

But poor customer-self service is costly!
11
Damage to your brand
Cost to remedy
Lost revenues
Reputational risk
Competitive pressure

Key Question
12
Analysts tell us that mobile commerce is growing to
a $500+ billion global opportunity…
But why are US consumers doing more shopping
than buying on their smartphones?

Global Growth of Smartphone Ownership
Sources: “Internet Trends 2014,” Mary Meeker, Kleiner Perkins Caufield Byers, March 2014
Global Smartphone Quarterly Unit Shipments & Smartphone Users as % of Mobile Phone Users, 2009-2013
13Copyright © 2014 Money2020 LLC. All rights reserved.

US Smartphone Penetration >80%
Sources: eMarketer
U.S. Smartphone vs. Tablet Penetration 2011-2014
14
Smartphone Tablet

Amazing Things We Do With Our Phones
Sources: Business Today
“10 Things Your Smartphone Can Replace”
15
Universal Remote Business Card Scanner Wi-Fi Hotspot Tape Measure Car Keys
Television Health & Fitness Guide Home Control Wallet Barcode Reader

7 Primary Motivations for Smartphone Usage
Sources: “Seven Shades of Mobile” study, conducted by InsightsNow for AOL and BBDO, 2012. In the first phase, 24 users completed a seven-day diary and in-depth interviews.
In the second, 1,051 U.S. users ages 13 to 54 were surveyed, data on 3,010 mobile interactions were collected, and the mobile activities of two-thirds of those users were tracked for 30 days.
To marketers the prospect of reaching shoppers
through their smartphones is tantalizing. But mobile
doesn’t always mean on the go. New data show that
60% of consumers’ smartphone use happens at home.
And users’ most common activity is not shopping or
socializing but engaging in what researchers at BBDO
and AOL call “me time.”
Seven Primary Motivations
The reasons consumers use smartphones can be
broken down into the goals listed at right, along with the
average monthly minutes and percentage of
interactions devoted to each.

Global Growth of Mobile Commerce
Sources: PFSWeb 2014
17
With mobile sales worldwide projected to be $626 billion by 2018, sales from mobile devices
alone in 2018 could almost eclipse sales from all eCommerce devices in 2013 ($638 billion).

% of Smartphone Users that Engage in mCommerce
Sources: PFSWeb 2014
18
Apparel and accessories were
by far the most purchased
products on mobile. In the
U.S. and Europe, 39% of
smartphone owners and 54%
of tablet owners purchased
from this category. Next
highest physical good was
books (23% smartphone and
29% tablet).

Smartphone as a Shopping Assistant
Sources: Nielsen Mobile Shopping Report, Q3 2013
Comparing Activities Among Mobile Shoppers
19
Smartphone Tablet

Mobile Buying Happens Mostly on Tablets
Sources: Nielsen Mobile Shopping Report, Q3 2013
Comparing Activities Among Mobile Shoppers
20
Smartphone Tablet

Barriers to Purchases on Smartphones
Sources: “Mobile Commerce Compendium,” eConsultancy, June 2013
Why haven’t you bought anything online using your smartphone?

67.91% Average Shopping Cart Abandonment Rate
Sources: various, as noted above
62.30% according to Fireclick in 2014
69.20% according to Vibetrace in 2013
74.00% according to Barilliance in 2013
67.41% according to Coremetrics / IBM in 2013
78.00% according to AbandonAid in 2013
60.32% according to Triggered Messaging in 2013
74.23% according to SaleCycle in 2013
75.00% according to Listrak in 2013
67.00% according to Comscore in 2012
80.30% according to Rejoiner in 2012
74.76% according to Fireclick / DigitalRiver in 2012
72.00% according to SeeWhy in 2011
55.00% according to Forrester Research in 2010
62.14% according to MarketLive in 2009
71.00% according to Forrester Research in 2009
59.80% according to MarketingSherpa in 2006
Average: 67.91% abandonment rate

Reasons for Mobile Shopping Cart Abandonment
Sources: Mobify, February 2014
23
Distracting Design The most common reason for mobile shopping cart abandonment is
distracting, overwhelming design.
Unreasonably Long Forms Filling out long forms is one of the most dreaded actions for a mobile
visitor.
Cumbersome Enrollment Process It’s great to offer users the ability to create an account with your site but a
poorly executed enrollment process can cause conversion rates to drop
drastically.
Unpredictable Checkout Flow An unpredictable shopping cart is an abandoned one. It creates too much
anxiety in any shopper, especially if she’s on the go.
Mobile Checkout Appears Insecure Many mobile users still perceive buying on mobile as a less safe option
than desktop.
Not Conducting A/B Testing Since every mobile site is unique, experiment with solving customer
experience challenges through A/B testing.

Morris
Thank You!
24
Andrew B. Morris
Senior Vice President, Content & Business Development
Money20/20
http://money2020.com/
(770) 686-3727 office
(678) 596-5244 mobile
amorris@money2020.com

© 2013 JUMIO, INC. – CONFIDENTIAL
June 4, 2014
Webinar: Taking Mobile
Commerce To The Next
Level

1.4 BILLION
SMARTPHONES
1 BILLION
PICS PER DAY
200+ MILLION
M-PAYMENTS USERS
Payments are Ubiquitous
Cameras are Ubiquitous
ABI RESEARCH 2013, 2 EDWARDS ARBITRON RESEARCH 2012 EXTRAPOLATION , GARTNER RESEARCH MAY 2012

UX Matters: Mobile customers are savvy and impatient
Long
11 fields
Short
4 fields
increase in submissions
160%

Poor Mobile Experience = Customer Abandonment
Too many fields
Too small of a screen and keyboard
Too much time
Poor brand experience
66% of users abandon mobile forms
Are you losing 2/3 of your mobile customers?

Jumio Solutions
1. Fastfill: Speeds mobile customers thru sign-up
and checkout forms by scanning IDs, extracting data,
and form filling
2 . Netswipe: Captures credit card data to speed customers
thru payment checkout forms

Turn your customer’s smartphone into anID
data extraction and population tool

Customer scans ID. Form gets populated.“Scan ID” Button is added.

100+ countries
Fastfill works with IDs from
across the globe.
Jumio’s patented technology
offers data extraction from:
Bar Codes or Image Recognition

✓ Dramatically increase revenue
✓ Increase customer engagement
✓ Create a “wow” customer experience
✓ Reduce fraud and chargeback risk
✓ Increase customer satisfaction
Credit Card Scanning & Validation
Revenue
Engagement
Satisfaction
Chargebacks

Remove Payment Friction with Netswipe
YOUR MOBILE APP AT CHECKOUT | INTERACTION WITH NETSWIPE SDK
✓ Card Validated
✓ Customer Name filled
✓ 16 digit card # filled
✓ Expiration date filled
✓ CVV entered by customer
Jumio API Activated
Transaction completed
Scan card or key entry options

Pay in under 5 seconds
Fast = More Transactions
Key Entry 55 SECONDS
MOBILE PAYMENT ENTRY TIME:
5 SECONDS
Save your customers 50
seconds per transaction

Drive Conversion
*RESULTS SHARED WITH PERMISSION FROM TRAVELOCITY
MOBILE APP CONVERSION RATE (%)
Jumio customers enjoy an
average 18-33% increase in
shopping cart conversion
52%Key Entry 9%
Average increase 18-33%

Flexible and Scalable Platform
OS PLATFORMS:
DEVICES:
INTEGRATION TIME: Minimal developer time. Go live in weeks.
PRICING MODEL: Flexible SaaS model
* Month-to-month, annual or multi year terms
* Limited or unlimited scans per month plans available
Platform Specs

Safe & Secure
✓All data transmitted with 256k bit encryption
✓Full redundancy on Amazon EC2 and Rackspace
✓Meets local jurisdiction data requirements
✓24/7 network monitoring and Help Desk
✓Security management
✓Policies and procedures
✓Network architecture
✓Software design accreditation
✓Ongoing certification monitoring
We apply stringent PCI
protocols to PII data

Selected Clients & Recent Awards 2013 Awards

Thank you!
Visit us at:
www.Jumio.com
Email us:
www.sales@jumio.com

#NextGenMobile
Thank You For Joining Us!
Download the slides from this presentation:
http://rtou.ch/nextlevelmobile

Taking Mobile Commerce To The Next Level

Recommended

Recommended

More Related Content

More from G3 Communications

More from G3 Communications (20)

Recently uploaded

Recently uploaded (20)

Taking Mobile Commerce To The Next Level