1. Optimize Your Mobile Bill-Pay Experience
presented by
Jerry Portocalis
Senior Vice President, Paymentus
Utility Payment Conference

2. Mobile devices are now ubiquitous
… but mobile payments are not
TODAY
Smartphone/Tablet
Growth
Mobile Payments
Growth

3. Inconsistent Mobile Experiences
When you have something productive to do online … what device do you prefer?
Studies have shown that productivity tasks take twice as long to complete with a tablet than a laptop.
Poor/uncertain experiences have lowered user’s expectations for mobile.

4. Overcome mobile uncertainty
The Path Forward
Build customer confidence w/ a great on-line experience
w/ integrated messaging
Deliver useful mobile features
Responsive mobile web
Downloadable mobile apps
Text payments
Mobile bill presentment
Ensure high usability

5. Your Web Site Experience
A compelling on-line experience builds trust with your customers!
Offer Useful features
Integrated mobile messaging ( , Text Message, Voice)
Auto payments
Paperless billing
Consumption graphs
Bill histories
Must be Easy-to-Use
Have you done enough to overcome the stigma of mobile’s inconsistent usability perceptions?

6. Mobile Web
Does your web site deliver a similar experience on every size device?

7. Mobile Web
Responsive Design delivers an optimal experience regardless of the screen size.

8. Perceptions / challenges of Mobile Apps
Some folks prefer the stability of downloadable apps
Leverage the major Mobile Platforms to offer another bill-pay channel
Continue to deliver a consistent experience with your other channels
Perceptions / challenges of Mobile Apps
Privacy concerns
Hassle to locate and download a mobile app
Limited feature set

9. 80% of adults in the U.S. use text messaging.
Pay by Text
For your customers, text messaging can be an amazingly simple way to –
Get a balance
Approve a payment by credit card or bank account
Receive a courtesy reminder of a late balance
Receive outage information
80% of adults in the U.S. use text messaging.
--Pew Research--

10. Mobile Bill Presentment
Deliver a consistent, paper free experience across mobile channels
View and pay a bill on Mobile Web
View and pay a bill on a downloadable Mobile App
View and pay a bill directly from s
Receive balance and make a payment by text
Deliver valued features that are convenient for customers and reduce reliance on paper print and mail.

11. Net New Demographics: Mobile reaches New Users
47% of adults making <$30,000/yr own a smartphone*
34% of mobile users go online mostly through their phones*
There are many mobile only customers
Mobile reaches New Users
*Pew Research 2014

12. Usability Do not compromise on usability
Only “go live” with functionality that is done very well
Provide valued features and a consistent experience across all bill-pay channels

13. Jerry Portocalis Senior Vice President, Paymentus (980) 255-3000