Biometrics as a key enabler of Customer & Colleague Experience

Retail Banking Technology Dialogue - 2016 twitter: @sgr0ver 1

Practical Biometrics: Customer Experience & Security

Shailesh Grover

Former MD Research & Development @ Barclays Bank PLC

twitter: @sgr0ver


Agenda

Technology and Behaviour changes01

02

03

04

05The opportunity

Experience from my personal journey

Learnings

Evolution (one example use case)


There is a lot changing around people and their behaviour is changing as a result - without them realising how much their day-to-day life has evolved and how radically different the new norm is

Technology and Behaviour changes


• Mobile first country - 25m per quarter growth

• 250m households - 50% excluded

• 200+m new accounts opened in 6 months via mobile

• $5billion of deposits in 6 months

India’s Aadhar card is now issued to over a billion citizens (81.8%) enabling Identity theft prevention and creating the necessary transaction transparency. Our opportunity is to do more with a digital identity (can also be tied to biometrics)

Biometric Identity in the largest democracy


Security concerns Opportunity Convenience

8/10 7/10 21% 54%

Vulnerability factorPeople are worried about their online security

People no longer trust password to protect their online accounts

People use passwords that are over 10 years old. 47% use passwords that are at lease 5 years old

People use 5 or fewer passwords across their entire digital life

68% of people expect companies to provide an extra layer of security

Behaviour & Opportunity


mobile now accounts for 14% of all eCommerce transactions

With customers increasingly using devices that have sensors; with fraud increasing due to implementation of legacy security methods on smart devices; with merchants and customers bearing the brunt of losses - now is the time to leverage biometrics

The Opportunity

14%TRANSACTIONS

21%FRAUD

70%INCREASED FRAUD

3XCOST TO MERCHANTS

$0SPENT ON SECURITY

mobile now accounts for 21% of all fraudulent transactions

70% increase in mCommerce fraud as a percentage of merchant revenue

50% of app makers spend ‘$0’ on security


Customer problem Themes and Customer Segmentation

Ideation & Segmentation

02

• Complaints Data • System Data • Colleague Insights

Customer Insights01

• Customer feedback • Value add • Cost take out • Future relevance

Prioritisation03

• Paper, Visual prototypes • Mobile prototypes • Customer validation • Execution Roadmap

Prototype & Execution04

It was a very systematic approach followed to understand the seriousness of the customer problem to create the right strategy and execution roadmap

The Journey


Technology has enabled us to create a smarter human experience build on two key pillars

History repeats

Who you are

Old: Banker knows you

New: Biometrics

What you have

Old: Passbook

New: Smart device


0106

0205

0304

SmartCall ‘Call us’ (M)Customers arrive at the right help desk pre authenticated when calling from within the banking mobile app

Finger Vein Helps corporate customers with their access and transaction authorisation rights

Voice Biometrics (T)Eliminates the need for customers to ID&V themselves when they call from any device - mobile or a home phone (Wealth Customers)

Voice Biometrics (T)Scale VB to all retail customers to

maximise benefit

Secure Chat (O & M)Provide customers with the right help

without them having to authenticate themselves when interacting from

Touch ID (M)Enable basic banking via mobile using Touch ID making it easy for customers

A blend of biometric and non-biometric capabilities were deployed to take care of specific customer opportunities

The Journey


All true transformation programs need a combination of Insights, Lean, 6 Sigma, Design Thinking, and Agile to have the right customer outcome

Some key learnings

Improved Customer Experience

Increased staff capacity

Raw Data

Follow the ProcessSecurity & Fraud

Newer Fraud

Operations is key - adoption

Cost take outUse behaviour not legacy segmentation

Extremely hard when cross product


No two people are exactly alike. Technology (like ‘Zighra’) helps mobile apps recognise the person not the password behind each tap

Evolution of the capability

Touch PressureTouch pressure along with other attributes is unique to each user

Linear AccelerationSmartphone moving up and down

Angular VelocityTilting the phone

Location of touchInteraction of the user with the smartphone screen location


Thank You

Shailesh Grover

Former MD Research & Development @ Barclays Bank PLC

twitter: @sgr0ver

Biometrics as a key enabler of Customer & Colleague Experience

Presentations & Public Speaking

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