Bridging the Gap in Mobile Application the Gap in Mobile Application.pdf · Customer selects event and make booking through the web, handphone, or the PDA. Customer makes payment

April 2003

White Paper

Bridging the Gap in Bridging the Gap in Mobile ApplicationMobile Application

with iCo-op scanner

iCo-op.net Pte Ltd#03-25 Block B, Cantonment Central1557 Keppel RoadSingapore 089066SingaporeTel: + (65) 6324 7860Fax:+ (65) 6324 7863Web-site: www.ico-op.net

April 2003 iCo-op scanner

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GoalTo automate the process of reading authentication information on mobile token (or m-token), so as to:

Enhance consumers’ experienceReduce administration hassle during fulfillmentProvide a simple, efficient, and cost-effective complement to existing mobile transaction deployment

ApplicationsMobile-payment

Collection id for merchandisesMobile-booking

Ticket collection id for booked ticketsMobile-ticketing

Ticket id for paper-less entranceMobile-loyalty

Redemption id for accumulated reward points

A Compelling NeediCo-op scanner was developed to meet the compelling need to automate the authentication of the fulfillment of paid transactions, at the collection or payment counter. This scenario is especially applicable to online and mobile transactions, where a m-token (electronic receipt) is send to the payer’s registered mobile device via SMS.

In each m-token, a unique transaction id (TID), usually a 12-digit number, is issued with the transaction’s details. It may also include other information such as: product information, payment value, collection venue, and reward points.

The iCo-op scanner is deployed as an input device at the collection or payment counter to scan the TID into the system for auto-authentication of the customers’ payment..


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Today’s SituationTypically, a mobile or electronic transaction will involves three processes –ordering, payment, and fulfillment.

In today’s situation, various degree of automation has been implemented in the ordering and payment processes to enhance the customers’ experience. However, the missing link is still in auto-authentication at the fulfillment process. Currently, the authentication process is done manually.

To this:

From this:

√ degraded customer experience

√ inefficient / long queue

cashierCommunication Gap

mobile-token- m-ticketing- m-loyalty- m-commerce- e-commerce

“Let me repeat again it is 132448234......”

“Sorry… Please repeat the last 4 numbers again.”

“&%##!?#”

“#?!!#%&”

cashier

mobile-token

√ auto-authentication

√ efficient / shorter queue

√ eliminate human errorBridging the Gap


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iCo-op scanner In Action

Get the phone

Over the scanner

iCo-op scanner (flushed with the counter-top)

Scanning…

The Issues of Manual Authentication are: -Slow processing speed due to requirement of human interactionProcedure prone to human errorsPossible communication gap between consumer and customer serviceofficer (CSO)

Automation is the key to address the issues and enhance user experience. This paper will illustrated how auto-authentication can enhance total customers’ experience in the following examples: -

M-ticketingM-loyaltyM-commerceE-commerce


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M-TicketingM-ticketing

Booking FulfillmentPayment

Paym

ent

Gat

eway

Tick

et O

ffice

Cus

tom

er

Event Selectionvia SMS

Event Verification

PaymentTransaction

Send M-token

Confirmation ofSeats

Present m-token atcollection counter

Verify TID andprint tickets

Customer selects event and make booking through the web, handphone, or the PDA.Customer makes payment to confirm booking.Upon receipt of payment, the merchant send the m-token (with TID) to the customer.Customer go to the event and present the m-token at the collection counter:

1) Customer make use of iCo-op scanner to scan the TID

2) System verified the claim and print out the tickets.

1) Customer tells the cashier the 12-digit TID.

2) Cashier key-in the TID into the system for verification.

3) System verified the claim and print out the tickets.

Auto-AuthenticationManual Authentication*

* Possible inconveniences of manual authentication1) Cashier not able to hear the TID properly. 2) Customer feels uneasy to pass handsets to cashier.3) Prone to human-error during data input.4) Slow data-entry provided by inexperienced cashier.


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M-Loyalty

M-loyalty

FulfillmentShopping

Mer

chan

tC

usto

mer

Send personalisedm-token withaccumulatedReward value

Pick items intoshopping cart

Pack goods andprint receipt

Present m-tokenand state desired

redeem value(Top-up with cash

if necessary)

Verify m-token andcustomers’ reward

points

Take packedgoods home

Merchant provides the service to help customer keep track of their reward points.Merchant sends personalised m-token with a ready-to-use TID, to the customers.Upon receipt of the m-token, the customer can choose when to redeem his rewards.When in the store, the customer will shop as usual.At the payment counter, the customer present the m-token and state the amount of reward points to be redeemed:

1) Customer make use of iCo-op scanner to scan the TID.

2) Customer decides how many reward points to redeem.

3) Cashier key-in the redemption value.4) System verified the customer as

member and qualify redemption value.

1) Customer tells the cashier the 12-digit TID

2) Customer decides how many reward points to redeem.

3) Cashier key-in amount of reward points to be redeem and the TID into the system for verification.

4) System verified the customer as member and qualify redemption value.




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M-CommerceM-commerce

Requesting Payment Fulfillment

Paym

ent

Gat

eway

Mer

chan

tC

usto

mer

Request TID

Pack goods andPrint Receipt

User verification(by PIN)

Present goodswith TID for

payment

Acknowledgetransaction

Submit TID withPurchase ID


15 minutes prior to making payment, the customer requests for TID.Payment gateway provides m-token based on PIN verification.Customer can make payment with the m-token:

1) Customer make use of iCo-op scanner to scan the TID.

2) Cashier compute the total purchase value on the POS.

3) System verified the payment and provide receipt for the goods.


2) Cashier key-in the TID into the system and charge the total purchase value to TID.

3) System verified the payment and provide receipt for the goods.




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E-commerceE-commerce

CollectionOrdering Fulfillment

Paym

ent

Gat

eway

Mer

chan

tC

usto

mer

Shop online

Verify TID andidentify package

for collection

Receive m-tokenand ready to pick

up goods fromstore

Pack goods andPrint Receipt

User verification(by PIN)

Compile, processorders

Online Payment


Send m-token withcollection ID

Customer wish to pick up some grocery on the way home.He choose to shop online and make his payment.He receives a m-token with TID and collection ID.He arrived at the collection counter to pick-up his goods (can also be a drive-thru scenario):

1) Customer make use of iCo-op scanner to scan the TID (at the drive-thru entrance).

2) Upon system verification and prompt, the cashier print out the receipt and handover the packed goods


2) Cashier key-in the TID into the system

3) Upon system verification, the cashier print out the receipt and hand over the packed goods.


* Possible inconveniences of manual authentication1) Cashier not able to hear the TID properly. 2) Customer feels uneasy to pass handsets to cashier.3) Prone to human-error during data input.4) Slow data-entry provided by inexperienced cashier.5) Fulfillment process must be carry out in front of the cashier.


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Why Use iCo-op Scanner?

Let us first consider some other options for auto-authentication of m-tokens.

The barcode scanner is a well-proven and reliable technology used in retail and logistic applications for scanning information. Various types of barcode scanner are available from a few hundreds to thousands of dollar, but generally it is a low-cost device. Unfortunately, it is not easy to broadcast barcode tokens to handphones. The problem is rooted to the different messaging platforms and graphic formats adopted by different handphone manufacturers.

Wireless transfer of text-based token from handphones using infrared and bluetooth connectivity have been tested in the market. However, its actual application has not been successful because handsets with infrared and bluetooth features are generally costly and hence their ownership is still not pervasive enough to justify the deployment.

iCo-op scanner is innovation leveraging on well-tested technologies and pervasive applications. It is an optical scanner that is capable of auto-authentication, within 2 seconds. Merchants and service providers can send any text-based tokens to all available mobile devices, regardless of models or brands. iCo-op scanner can scan and auto-authenticate the text-based token readily. This makes iCo-op scanner, a simple, efficient, and cost-effective solution to bridging the gap in auto-authentication for mobile applications.


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DisadvantagesAdvantages

Handsets with infrared & bluetooth features are not pervasive

Need to install compatible infrared and bluetooth transceivers

Simple token transfer process –“Beam and Go”Wireless Transfer

(Infrared/Bluetooth)

iCo-op scanner required

Simple token transfer process –“Scan and Go”

Device-independent

Supports human-readable information in m-token

iCo-op scanner

difficult to implement because of different standards of handphone manufacturers

well-established in retail and logistics applications

Barcode Scanner

Documents

Bridging the Gap in Mobile Application the Gap in Mobile Application.pdf · Customer selects event and make booking through the web, handphone, or the PDA. Customer makes payment