One of our earliest prototypes investigated a game for users to play to fill out their profile data. It is a mobile game, originally meant to be played in line at a physical checkout queue.
These avatar storyboards imagine a scenario where your credit card is so highly attuned to your mobile device, than handing your phone to someone else immediately shifts the payers identity to the person holding the phone.
03.Mastercard Instant Checkout
To start ideating how users would onboard and opt-in to a Continuous Authentication service, we created a few onboarding experiences. This one is effectively a microsite for a fictional Mastercard Instant Checkout. User can learn about and sign up for the service here.
Similar to the last prototype, this one ideates how users could onboard as well as use a Mastercard Instant Checkout service on a small business webshop. Messaging, graphics, and UI elements varied here.
To branch into a physical experience, we set up a lemonade stand on the street. Visitors used a credit card on a POS tablet, and their personal details were filled out - magically! We mainly were testing perceptions around facial recognition and using it in a public space.
To piggyback off the lemonade stand, we broadened our reach into a number of different interactions that could identify a customer at a point-of-sale in a store. We simulated a cafe setting with 5 different types of interactions to test. Long story short - credit cards are actually really convenient!
07.Bank App Onboarding
Iteratively over many weeks we honed an onboarding flow using a card issuer's mobile app. This made sense as many users already have mobile bank apps to check their balance, and could easily learn about and opt-in here.
While still investigating merchant adoption and integrations, we tested a number of options using a Pizza Hut mobile site. Onboarding was also tested here, that possibly users could learn about or opt-in while buying something online, but we quickly realized, people only want to finish buying the item at hand, and don't care about much else other than getting through the checkout process.
09.Customer Journey Study
To study how users would react to Continuous Authentication features overtime, like personal data being autofilled, and various types of step-ups, we embarked on our largest and most intensive study. This pager took 20 users through various customer journeys over the course of eight days.