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Outline What is AVIOS? What is Multimodal Mobile Banking? Needs Assessment Value Drivers

Multimodality in Mobile Banking Matthew Yuschik, PhD. Mobile Solutions Architect, Global Consumer Technology /CTO R&D Citibank, N.A. matthew.yuschik@citi.com. Outline What is AVIOS? What is Multimodal Mobile Banking? Needs Assessment Value Drivers Multimodal User Interface Design

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Outline What is AVIOS? What is Multimodal Mobile Banking? Needs Assessment Value Drivers

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  1. Multimodality in Mobile Banking Matthew Yuschik, PhD. Mobile Solutions Architect, Global Consumer Technology /CTO R&D Citibank, N.A. matthew.yuschik@citi.com • Outline • What is AVIOS? • What is Multimodal Mobile Banking? • Needs Assessment • Value Drivers • Multimodal User Interface Design • Mobile Banking Navigation • AVIOS Student Contest • Q/A AVIOS Cincinnati Chapter - Multimodal Mobile Banking

  2. Welcome to avios.org 4 1 2 3 AVIOS Cincinnati Chapter - Multimodal Mobile Banking

  3. What is Multimodal Mobile Banking? 2 Cloud Banking App Profile • Biometric Authentication • Voice Recognition • Facial Recognition • Navigation and Data Entry • Banking Transactions by speaking or using touch on a Smartphone, • Then viewing the results on the display or hearing it spoken AVIOS Cincinnati Chapter - Multimodal Mobile Banking

  4. Multimodality and Mobility – Needs Assessment • High-Value Services for Smartphone Users • Entertainment • Location based-services • News and sports updates • Social Networking • Transaction-based services => banking • Combined Modes with Smartphone Technology • Existing web page (GUI) or IVR (VUI) • Native Features • Fixed set of transactions • Strengths and Challenges • Combining GUI and VUI for MMUI • Cognitive, Behavioral, Kinesthetic constraints • Error detection and Correction • Reference application to identify issues Smartphone Growth A i i A AVIOS Cincinnati Chapter - Multimodal Mobile Banking

  5. Multimodal Mobile Authentication – Value Drivers Voice Authentication • Reduced Fraud - increased security, Equal Error Rate <2% • Multiple Factors - initial, and within transaction authentication • No device costs - server license fee • Language Independent - international, personal passphrase • Tuning Tools - reduced operations cost Face Authentication • Transparent - non-intrusive, Equal Error Rate <1.5% • Consistent UI - any device, any channel • Simple enrollment - fast, effortless AVIOS Cincinnati Chapter - Multimodal Mobile Banking

  6. 3 Multimodal Mobile Banking – Value Drivers • Key Value Drivers: • Ubiquity of Smartphone – new Market • Anywhere, anytime – retention • Ease of use, reduced errors – Satisfaction • Feature Coverage – Up- / Cross-sell • Shorter transaction time – Lower operation costs • Toolkits and Development Environments • Compendium by Dr. James Larson at http://www.avios.org/app_dev.htm • Rapid prototyping • Mobile Frameworks • Nuance MM Framework (Android and iOS), starter kit • Browser–based languages (HTML5, JQuery Mobile, Java Script) • Native Features, and access thru PhoneGap or Voxeo Tropo AVIOS Cincinnati Chapter - Multimodal Mobile Banking

  7. Multimodal Mobile Banking – UI/UX Mental Model Principles • Increased Complexity => impacts Cognitive Load , reduced by Learning Transfer • Setting Expectations – what do you want to do? • Follow Natural Conversation and Behaviors • User Control – ease of learning, “stickiness” • Terminology • Colloquial Grammar, common sentence structure • Flow • Security - seamless • Streamlines - “jump” vs select multiple screens • Fewer errors since fewer GUI navigation steps • Typical Grammar I want to see my recent checking transactions. Show me my account balances. Pay $300 from my checking account on my visa card next Friday. AVIOS Cincinnati Chapter - Multimodal Mobile Banking

  8. Multimodal Mobile Banking – What’s it like? “Show me my recent transactions.” MMUI = GUI + VUI Say what you want, correct when needed. Typical Use Cases: Show Balances Pay Bill Find ATM “Pay $200 from checking to my Verizon bill next Friday” “Where is the closest ATM?” Prof. Dan Siewiorek of CMU shares his vision of Smartphone evolution. (IEEE Spectrum, Sept 2012, Generation Smartphone) AVIOS Cincinnati Chapter - Multimodal Mobile Banking

  9. AVIOS Student Contest 4 Prior Entries: Cooking Repotting plants Pilot’s terminology • Art Gallery Virtual Tour AVIOS Cincinnati Chapter - Multimodal Mobile Banking

  10. Thank you from AVIOS Conclusion Multimodal Mobile Banking and the Mobile Wallet will move forward through ongoing testing of MMUI prototypes to identify strengths, mitigate confusions, and seamlessly direct the user back on the success path. Questions?? AVIOS Cincinnati Chapter - Multimodal Mobile Banking

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