Dynamic Balance: How BYOD Enhances Consumer Experiences

Dynamic Balance: How BYOD Enhances Consumer Experiences

As an avid golfer, I’m constantly striving to achieve a dynamic balance in my game. For those of you who don’t “enjoy a good walk spoiled,” dynamic balance is defined by the Professional Golfers’ Association as “transferring the focus of weight appropriately during the golf swing while maintaining body control.”

This got me thinking about the objectives of the Innovation Team. We are essentially tasked with transferring the focus of ATMs to consumer experience appropriately while maintaining streamlined efficiencies.

This is where Bring Your Own Device (BYOD) comes into play.

To strike the dynamic balance between consumer and technology, we focused on the one thing most consumers feel comfortable using — their smartphone.

Basically, you, me, everybody, has their whole life attached to their smartphone. We rely on it for accurate GPS directions, count on it to chronicle every activity, use it to get movie times, play music, track steps, check vital signs, schedule appointments, order food, book reservations, cancel orders, find flights, find a car, find our next home, find our future spouse – and, yes, even make phone calls.

Our whole lives are, in a sense, digitized and in our pockets. And because our devices go everywhere we go, we expect it to do everything we need, when we need it. (I even have an app to help me master my short game.)

Our devices make even the most remedial things – like buying paper towels – feel like an enhanced, personalized experience.

Your Device. Our Terminal. The Perfect Match.

There is monotony to traditional ATM interactions. You insert your card, you enter your PIN, follow the prompts. Card. PIN. Prompt. Repeat.

Building a mobile integration strategy around BYOD creates better banking experiences in an ever-evolving payments ecosystem.

When you BYOD, it’s at your pace, on your time and your device. There’s a built-in comfort with using your own device, and peace of mind in knowing your personal information is encrypted and protected by the same security measures you’ve applied to all the other personal information stored on the device.

When I explain BYOD, I relate it back to my golf clubs.

When I golf with my clubs, I am more confident in the outcome. Why? Because I control differentiators between a personal best and a lousy round.

I prepare by getting comfortable using the clubs. I customize them to my swing – the look and feel, the grips, club length, launch angle, swing weight. I modify my clubs to suit my needs and my abilities. This gives me the best chance to optimize my performance by giving me the same swing profile and helping me achieve dynamic balance. I am refining my game by improving the things that I can control the most. This way, I take fewer strokes and have better experiences at the course.

My ultimate goal: To enhance my golf game to the point where I get a consistent and familiar experience on every course. So while the courses may differ, the clubs will remain consistent.

Do you think I could get the same consistency in play if I was constantly having to use someone’s spare set of clubs? How about when I am traveling and leave my clubs at home? Different experiences. Different results.

User Experience Drove the BYOD Concept.

Consistency in transactions to enhance consumer experiences is why Diebold sees such value in BYOD.

When we have ideation sessions, we focus on user experience first and foremost. It’s the foundation for creating concepts like Irving (a BYOD concept that completes cash withdrawals in less than 10 seconds).

We design around eliminating steps at the terminal so there is less complexity for the consumer. And as technology gets more handheld and adoption of smart devices continues to grow, we can transition more functions onto mobile devices to streamline ATM access.

This is extremely beneficial for today’s always-on-the-go consumers. Mobile enhances the speed of the transaction. When they BYOD, consumers spend less time at the ATM by increasing throughput on their mobile devices. In parallel, cash-heavy regions of the world appreciate decreased queuing times at the terminals, i.e. consumers can “cash and dash” with BYOD.

Plus, BYOD enhances the experiences for vision-impaired and accessibility-challenged consumers. The more we can transfer the transaction to the mobile device, the more comfortable and familiar they can be accessing self-service channels.

For financial institutions, BYOD reduces the cost and complexity of terminals. It eliminates receipt printers and scanners for cards, it mitigates data malfeasance like skimming and it diminishes reoccurring maintenance issues by reducing the amount of moving parts and pieces inside the terminal.

And with BYOD acceptance outside of the financial industry, it’s not far-fetched to imagine BYOD driving banking transactions in the very near future. We see BYOD implementation in classrooms and in the workplace. At schools, mobile devices are beginning to be considered a computation tool in the same way a pencil is looked at as a writing tool. For some businesses, BYOD policies have increased employee productivity while reducing costs.

BYOD is a game changer. It is enhancing the consumer experience by putting the power – literally – in their hands with devices they trust, understand and value. For Diebold to tap into this consumer habit to create a better user experience at the ATM is, quite frankly, a stroke of innovation unmatched in the industry.

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