CHECK-OUT AS PART OF CUSTOMER EXPERIENCE (OR HOW TO GET PAID IN OTHER WORDS)

Transkriptio

1 CHECK-OUT AS PART OF CUSTOMER EXPERIENCE (OR HOW TO GET PAID IN OTHER WORDS)

2 Alma Media in Brief The best known brands are Kauppalehti, Talouselämä, Affärsvärlden, Iltalehti, Aamulehti, Etuovi.com and Monster Turnover of 2015 was 291,5 m Alma Media is specialized in newspapers, professional media, online media and other internet services Employs 2,400 professionals 2

3 Locations Finland: Alma s print and online services covers the country. Business operations in nearly 50 locations Europe: besides Finland, Alma operates in Sweden, Baltics, Poland and in some East Europe countries

4 History Finnish Literature Society starts operating in 1849 and prints the Suometar newspaper Alma s biggest newspapers are founded around the century: Satakunnan Kansa (1873), Aamulehti (1881), Kauppalehti (1898), Pohjolan Sanomat (1915), Kainuun Sanomat (1917) and Lapin Kansa (1928). Iltalehti was founded in 1980 Tampereen Kirjapaino Oy and Uusi Suomi Oy are merged in 1988 to become one of Finland's largest newspaper publishers. The new company was later named Aamulehti Corporation Over the years, company company expands its business from newspapers to online services, television and radio. Alma Media Corporation officially begins operating on 1998 A major restructuring took place in Alma Media in The company divested its Broadcasting business and decided to focus on publishing newspapers, business information and online marketplaces 2015 Alma acquires Talentum

5 Alma s business areas Alma Regions Alma News and Life Alma Talent AMR Alma Media Solutions

6 Pointteja Kiitokset kutsusta Alma lyhyesti Median tilasta Facebook ja Google syö tuloja Maksualasta Iso muutos tulossa (-> kompleksisuus) Sääntely ja useat toimijat Toistuvat maksut, sekä mikromaksut olisi kiva Ostosprosessista? Turvallisuus vs. käytettävyys Ei 3D Securea Kompleksisuus? 7 yhtiötä, kymmeniä brändejä Yli 10 integraatiota, Suomessa 10 pankkia, visa/mc, lasku Tulossa MobilePay, MasterPass Tulossa lisäksi PSD2, ApplePay, GooglePay etc., ja mitä ei vielä tiedetä edes Implementing innovation Jaoittelu maksutavat/tekniikat, lompakot, ja maksujärjestelmät (älykkyyttä päälle) Säännöt Montako klikkiä tilaukseen? Tee maksamisesta helppoa Pidä asiat yksinkertaisena Raportointi

7 Payments in Finland (Postnord E-Commerce in the Nordics 2016)

8 My philosophy on payments A purchase is a feeling instead of a rational decision 8

9 Usability: The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use. (ISO )

10 Defining a good check-out process Areas of usability: Comprehensiveness Is the user experience clear and intuitive, and how can the user have help if needed? Efficiency How fast and effortless is the purchase to make? Conveniency Does the payment feel comfortable and secure? Errors How can the user recover from error situation and how does it affect to following purchases Rememberabilty Does paying feel more convenient and effortless on next purchase? Good check-out process is a mixture of usability, visual appereance and technology Don t forget the analytics!

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12 How payment landscape is about to change? PSD2 Mobilewallets Blockchain Fintech-startups and digital disruption All the innovations we don t even know about yet

13 ApplePay and AndroidPay Based on saved card data Uses fingerprint for autenthicating the transaction Can be used both in online and in-app purchases and in physical stores AndroidPay is accepted currently in France, UK, Russia and Switzerland ApplePay is accepted only in UK currently in Europe

14 MasterPass Will be distributed by banks Will be provided by your PSP s Is a wallet with multiple functions Biometrical identification Contains billing adress Based on a stored card data Can be used in online purchases in desktop, mobile & apps, and can be used in physical stores as well Already in 18 european countries

15 Conclusion Buying is emotional act Paying is part of user experience as well Put effort to reach simplicity New ways to pay are on the horizon and they will have a significant impact on how we do digital commerce

16 Questions?

17 THANK YOU! Jaakko Hyvönen