1. Experience Your CustomersThe Leader in Customer Experience Management Creating a Compelling Mobile User Experience Mobile Payments Show May 17, 2012Janet A. Jaiswal Sr. Director of Global Product Marketing 1999 - 2012 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.

2. Tealeaf is the leader in onlinecustomer experience management ~450 Enterprise Customers 7 of the 10 largest US banks Founded in 1999 and based in San Francisco, CA Increase website and mobile conversion and adoption rates Improve customer satisfaction and retention Reduce IT and Support costs Improve customer service efficiencyImproving online customer relationshipsone experience at a time1 1999 - 2012 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 3. Hundreds of companies rely on Tealeafincluding 30% of the Fortune 100 More E-businessFinancial Services Retail TravelInsurance Leaders Including 1/3 of all Including 25% of the Including more thanTelco, Pharma,Including 7 of the 10Utilities, etc. with Internet Retailers > leading Travel40 P&C Insurance Largest U.S. Banks B2C & B2B Sites $100M Providers & PortalsCompaniesNote: Tealeaf only uses the names and logos of customers who have given us prior permission.2 1999 - 2012 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 4. Mobile Trends & the User Experience3 5. Mobile adoption and user expectationsskyrocket4 6. We sold more smartphones than PCs last yearTablets alone will surpass PC sales in 2 to 3 years5 7. Global Internet users will double over thenext few years and most will be mobile Fixed Mobile 3000 2500 2000 Consumer BroadbandConnections(millions) 1500 10005000200520102015 Source: BCG, Mary Meeker, KPCB, Morgan Stanley, Berg Insight6 8. Squeeze Play Android vs.iOS is not asclose as itlooks Developersprefer iOS Android isfragmented Its a two horse race in the OS world iOS is wherethe money is7 9. Whats the future of the mobile platform? Android gets it act together, OR Microsoft completes a Hail Mary pass, OR HTML5 nukes native apps, OR Apple will take over the world8 10. Bad Mobile Experiences = Real Consequences@xxxx *sigh* So depressing. Why do this?-------------------------- A bad review in the app store scars your app for life Mobile Orchard (leading iOS Blog)9 11. What does this mean for adoption and conversion in your business10 12. Mobile Commerce is Skyrocketing 217%increase in Tweets about mobile shopping on Black Friday11 13. Expectations vs. Realities85% of adults who have completed a mobiletransaction in the past year expect theexperience to be better than using a laptopor desktop computer Yet 41% of comments about the top mobile companies expressed frustration12 14. Top Consumer Struggles1. Inability to complete a transaction2. Search functionality3. User interface 63% of all online adults would be less likely to buy from a company via other purchase channels if they experienced a problem conducting a mobile transaction.13 15. Mobile Commerce: Utter Frustration @bevan - _____ mobile is down. Not letting me checkout. CS says its a known problem. On BlackFriday? I just missed two deals!!@gdomdom - @_____ Your app sucks for tryingtoto shop!!! Get your mobile act together@christenfolsen - Dear _____, please fix themobile version of your website or I am going tokill you.14 1999 - 2012 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary. 16. Best Practices15 17. Best Practice: Know your users Mobile users contact a company through multiple channels such as desktop web, call center, in store etc. What is mobiles role? Understand more than just user demographics Geography, gender, age, income etc.16 18. Experience your customers Device Gestures and User Behavior Network Reachability Application crashes User Feedback17 19. Best Practice: Simplify the User Experience As the research shows, only 17percent of mobile users feel the easeof use is what they would expect. Theres a huge opportunity to makeease of use a competitiveadvantage, whether for mobile sitesor apps.18 20. Simplify the User Experience, Part 2 Move from doing things because they are cool to doing things that help customers buy on mobile devices. Think twice before opting for complex processes and always consider your mobile service from the perspective of your customers. For instance, consider implementing forms that shift orientation from vertical to horizontal in order to enable easier data entry.19 21. Mobile input mechanism is different20 22. Simplify: KISS21 23. Make it easy: Design for mobile22 24. Best Practice: Obtain Continuous Feedback Customers have lots of ways of telling you (and everyone else) what works and what doesntapp store reviews, surveys, focus groups, Twitter, Facebook, etc. They are sharing critical information. Be open to learning and optimizing from what they are saying.23 25. Listen: Reviews, Tweets, FB = VOC24 26. Incorporating user feedback quickly stopsthe damage from spreading25 27. Best Practice: Measure What Matters Dont send users to yourcompetitors; measure and improve Know what to fix and its priority;find issues and quantify its businessimpact26 28. Measure what matters Identify Key Performance Indicators for your company or business process Time to select a payment mechanism # of steps to complete checkout Percentage of completed money transfers27 29. SummaryMobile growth is skyrocketingUser expectations are highMany mobile sites and apps are not meeting user expectationsUsers are frustratedBest Practices 1. Know your users 2. Simplify the user experience 3. Obtain & incorporate continuous feedback 4. Measure what matters28 30. Experience Your CustomersThe Leader in Customer Experience Management Questions?Janet A. JaiswalSr. Director of Global Product Marketingjjaiswal@tealeaf.comTwitter:@JanetJaiswal 1999 - 2012 Tealeaf Technology, Inc. All Rights Reserved. Confidential and Proprietary.