5 CX Tips for mobile payment Applications AU

The entrance of Apple Pay in Australia, Singapore and China shifted the mobile payment and wallet game. When ANZ announced its plans for Apple Pay, its credit cards and deposits accounts applications increased. Most major banks and card merchants in Singapore and China are also following suit to introduce Apple Pay compatibility. In China, 3 million cards were activated on Apple Pay in the first 2 days of availability.Other than the giants of Apple Pay, Android Pay and Samsung Pay, mobile wallets with tap-and-pay technologies from the likes of Paypal, startups and even local banks are entering the market too.

However to make sure that customers adopt and sustain their usage of these mobile wallets (be it BLE or NFC), success lies on a few factors. Besides having an effective marketing campaign that communicates clearly to (potential) customers about the advantages of having a mobile wallet, the whole customer experience of using the application from creating their wallet to using it at payment terminals is very important.

Design considerations for ridesharing and taxi mobile apps

Since the inception of ride-sharing and taxi mobile apps, the taxi industry has changed considerably. Apps like Uber, GrabTaxi, Hailo and even taxi companies’ own booking apps are so convenient that they have essentially replaced the traditional waving action for flagging down a taxi. Due to the success of these apps, a wave of similar apps is coming in to take a share of the market. Just in “tiny red dot” Singapore alone, 2 more companies (Karhoo and ConnexTaxi) are slated to roll out their variations of the ride-sharing and taxi apps in 2016. Services and pricing offered by the companies of these apps are eventually going to converge to a certain standard as competition gets stiffer. If companies want to keep their customer base or attract new customers, it all boils down to the user experience (UX) of their apps. After all, companies with higher satisfaction are proven to be more successful.

Curious about the current competition in the industry, Objective Experience Singapore conducted a pilot study evaluating the UX of the two most popular ride-sharing and taxi mobile apps in Singapore — Uber and GrabTaxi. Utilising our expertise in eye-tracking technology, we conducted the study using the Tobii Pro Glasses 2, which is ideal for observing how users interact with the mobile apps in real life, instead of artificial lab environments. We uncovered findings about how people used Uber and GrabTaxi, and we proposed 4 main design considerations from these.

Why your landing pages should be like a whitepaper

Landing pages are very different from other generic pages of a website or blog because of the very reason that they are goal driven. A landing page, which is sometimes also referred as a “lead capture page” or a “lander” has specific goals, geared towards the publisher’s business strategy. In short, landing pages are created to convert site visitors, leads and prospects into customers or clients. The more conversions a landing page generates, the more successful it is.

These guidelines can be used when designing a landing page at any point during a web development life cycle. This can be used for compliance to ensure that designs for all current and future landing pages comply with best practice research and used for validation as a point of reference during the latter stages to cross-check that all relevant components remain compliant. The guidelines are split up into the three ‘C’s (Credibility and Trust; Conversion; and Content) that can be used as required depending on the intended type of landing page desired.

Mobile design whitepaper: just having a mobile site is not enough, October 2015

Consumers are increasingly turning to their mobile when interacting with a product or service.This interaction is often their first experience with that service which can leave a lasting impression. Whether it’s in the discovery stage or purchasing online, it’s never been more important for businesses to have an effective mobile experience. Consumers don’t just want a usable mobile site, they expect it.

The rise in usage and reliance on mobile sites to deliver relevant and goal-orientated content has never been more evident than in the past few years, where we are now seeing the tipping poin t between desktop vs. mobile engagement. Despite this, I’m continually conducting research on mobile sites that are not up to the standards expected from users in the current market.

A review of Australia’s mobile grocery shopping apps, November 2013

Advances in technology are changing the way customers shop for and purchase products in-store. According to Nielsen’s Digital Global Shopping Report, 61% of Asia-Pacific respondents (including Australians) conducted household grocery shopping research online in the last year alone. Smartphones, in particular, have become an important pre-shopping tool for customers to conduct activities traditionally completed in-store.

Activities such as comparing prices and products, checking product availability, looking for coupons or specials, and reviewing product descriptions and nutritional information can be done before customers have even left their house. It is therefore imperative that retailers shift their strategic focus and harness new opportunities to serve their customers in ways that go beyond the traditional exchange of goods.

Most grocery retailers have at least one app, however, the question arises: Are they actually meeting the needs of their customer? In this whitepaper Objective Experience conducts an in-depth comparison between the mobile apps of Australia’s top four grocery retail chains; Aldi, Coles, IGA and Woolworths.

DBS Bank Singapore – eye tracking facilitates customer experience design, October 2013

DBS Bank in Singapore partnered with Objective Experience in order to gain valuable insights of their customers visiting the DBS branches. Using eye tracking as a research tool allowed us to gather invaluable data of DBS customers’ subconscious shopping behaviour in-branch, which complemented our traditional customer experience research. As a result, Objective Experience was able to provide actionable recommendations for future utilisation of DBS’ merchandise and to improve in-branch experiences.

Contextual inquiry with eye tracking in call centres, June 2013

Traditional methods of user requirements gathering such as interviews and contextual inquiry have long served us well. We, at Objective Experience, go deeper by using eye tracking technology to see through the eyes of the customer. In this white paper, we describe our methodology for eye tracking during contextual inquiry and show how it can help you get better insights from your user research.