IA SUMMIT

Mobile network providers, device manufacturers and banking corporations are working together to provide the solution you never knew you needed – the mobile wallet. But what is a mobile wallet and how should it work? What are the customer experiences that a good mobile wallet solution should support? In this session we will talk about a project for a major network provider and what we learned about designing the mobile wallet, including understanding and validating the multi-channel user journeys, designing and developing wireframes and prototypes for multiple mobile devices, conducting usability testing with multiple mobile devices and working with multiple technology platforms and service providers. We’ll discuss what went well, what went not quite so well and what caused us to throw mobile devices across the office (clue: this happened quite often).