The Future of Frictionless Donations

Transcription

1 The Future of Frictionless Donations Vicky Reeves Carl Edwards

2 Agency Overview

3 Our history

4 What we do

5 Selection of current clients: donations & digital fundraising platforms

6 Introduction

7

8 New payment method or New payment experience?

9 Old money fills out forms, new money checks out fast - PayPal (2016)

10 UK charity sector 18% of donations come from mobile devices - CDW stats (2016)

11 Buying things on the web is a terrible experience - Zach Koch, Chrome Product Manager

12 Maximising income on mobile devices

13 PayPal

14 PayPal stats 2016 $7.3 billion in donations globally Of which $971 million given during 2016 holiday season.

15 MSF UK PayPal stats PayPal has risen to approx. 30% of donations DRTV online response 41-48% of all donors chose PayPal Of mobile users 66-74% donated via PayPal Average gift from PayPal donations is lower for MSF

16 PayPal tips Great for fast donations & mobile Make sure it is at the start of the funnel Improve the experience not just add another payment method

17 Donate with Apple Pay

18 Donate with Apple Pay Apple say implementing Apple Pay on websites increases conversion rate up to x4

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20 Donate with Apple Pay launch March 2017

21 Positive impacts Speed Donation Value

22 "Apple Pay makes it simple and quick for our supporters to give. Donation volumes using Apple Pay have exceeded our expectations and have included some significant amounts. This is a strong sign that our supporters feel secure when making their donation, which is hugely important to us. James McDiarmid, Head of Digital Engagement, UNICEF UK

23 "In the last year we've been able to reduce the time it takes to donate, from around two minutes to roughly ten seconds. Apple Pay has helped us improve user experience, further reducing any areas of friction and streamlining the giving journey." Matt Jerwood, Head of Digital Fundraising, Oxfam GB

24 Thanks to Apple Pay the speed of donation was 40% faster than paying by card and the average donation amount from mobile users increased by over 22%. Leon Green, Digital Communications Manager

25 The introduction of Apple Pay allowed us to create the simplest and most seamless donation experience we have ever had. The Apple Pay infrastructure performed without any issues during the peaks of traffic caused by the Red Nose Day TV show. Zenon Hannick, CTO

26 Other payment types

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28 Regular Giving (future?)

29 Future of regular giving..

30 Future

31 Look to other parts of the world

32 Look to other parts of the world Look to what is happening offline

33 Look to other parts of the world Look to what is happening offline Look to more abstract trends

34 Look to other parts of the world Look to what is happening offline Look to more abstract trends Speculate as to what that might mean for you

35 Payment Infrastructure is changing This is an abstract trend ;-)

36 Payment Infrastructure is changing The Payment Triangle shows the relationship between the three parties to a payment: The Payer The Payee The Facilitator

37 Where is Payment Infrastructure sited? Once upon a time Existed only within banks

38 Where is Payment Infrastructure sited? Once upon a time Existed only within banks Then was Installed at retailers premises (online and offline)

39 Where is Payment Infrastructure sited? Once upon a time Existed only within banks Then was Installed at retailers premises (online and offline) And now is Found in consumers homes and pockets

40 Businesses purchase or install special hardware phone line / internet connection to bank

41 Model unchanged for online Donors giving card data to the charity so the charity can take the money

42 Recap Key Point of our old ways Organisations install infrastructure where payments take place (both online and offline) People carry payment information wherever they go to make payments

43 What if we swap that round? What is happening elsewhere in the world? <- but also Africa that way India -> and China a bit further over ->

44 Bharat QR - What is it? Bharat QR is a project backed by the Indian Government Cashless economy Mobile consumer devices Push Payment System Static single QR code, payer sets amount Dynamic unique QR code per transaction SMS confirmation No transaction cost for retailer

45 PayPal.Me, QR codes, and ios update That QR code Was just a link to a URL URL was for my personal PayPal.Me page Verified charities get a flag Latest ios update understands QR codes natively no need to open a separate application Give generously no refunds (I will keep the money and spend it on kittens or beer)

46 Yorkminster Stoneyard missed opportunity? Wire fence separates visitors and yard Donation box behind the fence (poke money through the fence!) If it had a QR code

47 This is not theory already in use Not the only QR-based payment system mvisa particularly in Africa WeChat China Alibaba dotless QR codes Walmart Pay - America Used In store, in restaurants, in cabs On bills and mailshots TV, posters Online and mobile

48 WeChat - China WeChat shows the way to social media s future - Economist 2016 Messaging Send money, pay/split bills, shop Donate Tipping iphone Slow growth in China Apple-Tencent at war? Apple considers tipping an in-app purchase WeChat pay launched in Europe in July

49 Payer-Provided Infrastructure Payers provide processing power connectivity Makes new experiences possible

50 But first Fraud

51 Is this person allowed to make this donation?

52 Smartphone Biometrics Imagine insisting on Imagine unlocking a smartphone Fingerprint scan Retina scan BYOD biometric scanners are Facial recognition before being allowed to make a donation? more acceptable more practical more easily protected you may already have one

53 Is this person allowed to make this donation? Push transactions are verified by the donor The donor has verified themselves with their own biometric scanner

54 PCI Compliance one driver of change Payment card providers don t like websites handling payment card data creates centralised target allowing for silent, remote, rapid theft often looked after by non-security specialists with other responsibilities

55 Braintree, Stripe, and Digital Wallets Everyone provides an active part of the payment infrastructure Card data not sent to charity Move to digital wallets End of PCI Compliance?

56 New Experiences

57 Donate by talking early trials Alexa Siri Bixby Google Voice Unlike a PC In homes, always listening In pockets, always to hand shortens response time from call to action

58 Infrastructure is mobile Push infrastructure follows donor Street / stall volunteers don t need to operate technology Mobile/tablet technology generate dynamic QR codes easily interact with donor s mobile devices

59 Frictionless Donor s device authenticates Stored data can be used safely Not just card data Means Faster response Fewer steps Fewer obstacles

60 Conclusion No Forms No Friction No Frustration Not as much Fraud

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