CHECK-OUT AS PART OF CUSTOMER EXPERIENCE(OR HOW TO GET PAID IN OTHER WORDS)

Turnover of 2015 was 291,5 m€

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Alma Media in BriefThe best known brands are Kauppalehti, Talouselämä, Affärsvärlden, Iltalehti, Aamulehti, Etuovi.com and Monster

Alma Media is specialized in newspapers, professional media, online media and other internet services

Employs 2,400 professionals www.almamedia.fi

Locations

• Finland: Alma’s print and online servicescovers the country. Business operationsin nearly 50 locations

• Europe: besides Finland, Alma operates in Sweden, Baltics, Poland and in some East Europe countries

History

• Finnish Literature Society starts operating in 1849 and prints theSuometar newspaper

• Alma’s biggest newspapers are founded around the century: Satakunnan Kansa (1873), Aamulehti (1881), Kauppalehti (1898), Pohjolan Sanomat (1915), Kainuun Sanomat (1917) and Lapin Kansa (1928). Iltalehti was founded in 1980

• Tampereen Kirjapaino Oy and Uusi Suomi Oy are merged in 1988 to become one of Finland's largest newspaper publishers. The new company was later named Aamulehti Corporation

• Over the years, company company expands its business fromnewspapers to online services, television and radio.

• Alma Media Corporation officially begins operating on 1998

• A major restructuring took place in Alma Media in 2005. The company divested its Broadcasting business and decided to focus on publishing newspapers, business information and online marketplaces

• 2015 Alma acquires Talentum

Alma’s business areas

Alma RegionsAlma News and

LifeAlma Talent

AMRAlma Media

Solutions

Pointteja• Kiitokset kutsusta

• Alma lyhyesti

• Median tilasta• Facebook ja Google syö tuloja

• Maksualasta• Iso muutos tulossa (-> kompleksisuus)• Sääntely ja useat toimijat

• Toistuvat maksut, sekä mikromaksut olisi kiva• Ostosprosessista? Turvallisuus vs. käytettävyys

• Ei 3D Securea

• Kompleksisuus?• 7 yhtiötä, kymmeniä brändejä• Yli 10 integraatiota, Suomessa 10 pankkia, visa/mc, lasku• Tulossa MobilePay, MasterPass• Tulossa lisäksi PSD2, ApplePay, GooglePay etc., ja mitä ei vielä tiedetä edes

• Implementing innovation• Jaoittelu maksutavat/tekniikat, lompakot, ja maksujärjestelmät (älykkyyttä päälle)

• Säännöt• Montako klikkiä tilaukseen?• Tee maksamisesta helppoa• Pidä asiat yksinkertaisena

• Raportointi

Payments in Finland

(Postnord E-Commerce in the Nordics 2016)

My philosophy on payments

A purchase is a feeling instead of a rational decision

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Usability:

”The extent to which a product can be used by specified users to achievespecified goals with effectiveness, efficiency, and satisfaction in a specified context of use.”(ISO 9241-11)

Defining a good check-out process

• Areas of usability:• Comprehensiveness

• Is the user experience clear and intuitive, and how can the user havehelp if needed?

• Efficiency• How fast and effortless is the purchase to make?

• Conveniency• Does the payment feel comfortable and secure?

• Errors• How can the user recover from error situation and how does it affect to

following purchases

• Rememberabilty• Does paying feel more convenient and effortless on next purchase?

• Good check-out process is a mixture of usability, visualappereance and technology

• Don’t forget the analytics!

How payment landscape is about to change?

• PSD2

• Mobilewallets

• Blockchain

• Fintech-startups and digital disruption

• All the innovations we don’t even knowabout yet

ApplePay and AndroidPay

• Based on saved card data

• Uses fingerprint for autenthicating the transaction

• Can be used both in online and in-app purchasesand in physical stores

• AndroidPay is accepted currently in France, UK, Russia and Switzerland

• ApplePay is accepted only in UK currently in Europe

MasterPass

• Will be distributed by banks

• Will be provided by your PSP’s

• Is a wallet with multiple functions• Biometrical identification

• Contains billing adress

• Based on a stored card data

• Can be used in online purchases in desktop, mobile & apps, and can be usedin physical stores as well

• Already in 18 european countries

Conclusion

• Buying is emotional act

• Paying is part of user experience as well

• Put effort to reach simplicity

• New ways to pay are on the horizon and they will have a significantimpact on how we do digital commerce

Questions?

THANK YOU!

Jaakko Hyvönenjaakko.hyvonen@almamedia.fi