Can Gamification Boost Digital Bill Pay?

Peter Wannemacher

[Quick note: If you read my old blog post about gamification, you may hope to earn more Peter Wannemacher Points. Well congrats! You just earned 150 more Peter Wannemacher Points! Plus, you can collect a digital badge if you read to the end of this post and send me an email!]

Forrester has outlined how and why digital teams at banks should employ gamification - defined as the insertion of game dynamics and mechanics into non-game activities to drive a desired behavior - to engage customers and employees. Banks like BBVA have used gamification in online banking. But what role can tech solutions vendors play in helping banks better employ gamification techniques?

Fiserv’s current version of CheckFree RXP uses gamification to increase digital bill pay adoption among its bank clients - our research shows online bill pay is a critical secure site feature on banks' websites. So I spoke with Justin Jackson, senior product manager at Fiserv, about the company’s use of gamification. Right away, he made it clear that gamification is not just “building an online game for people to play” but the process of “taking cues from game design to better engage users.”

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It Takes Two To Tango: Mobile Engagement Needs User Experience And Context

Katyayan Gupta

The growing affordability of smartphones and increasing ubiquity of high-speed wireless broadband are driving customers toward a mobile mind shift: the expectation that any desired information is available, on any device, in context, in a person’s moment of need. Firms in Asia Pacific in general and India in particular have become cognizant of this fact; in 2014, more firms plan to build a mobile strategy for customers or partners than for employees.

I recently spoke with members of the application development team at Torry Harris Business Solutions (THBS) in India. THBS develops mobile apps for clients worldwide. The team revealed that THBS clients now focus much more on user experience (UX) design — so much so that some of them are even willing to spend an additional 5% on top of the total app development cost to get a better design. UX design represents about 30% to 40% of the total mobile app development cost. But a great UX is only half of a mobile engagement; context is the other half. To develop a complete and effective mobile engagement, eBusiness and channel strategy professionals must:

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