Mobile payment services have recently emerged in North America where users pay for items using their smartphones. Yet we have little understanding of how people are making use of them and what successes and challenges they have experienced. As a result, we conducted a diary and interview study of user behaviors, motivations, and first impressions of mobile payment services in North America in order to understand how to best design for mobile payment experiences. Participants used a variety of services, including Google Wallet, Amazon Payments, LevelUp, Square and company apps geared towards payments (e.g., Starbucks). Our findings show that users experience challenges related to mental model development, pre-purchase anxiety and trust issues, despite enjoying the gamification, ease-of-use, and support for routine purchases with mobile payments. This suggests designing a better mobile payment experience through the incorporation of users’ routines and behaviors, gamification and trust mechanism development.
Key Publications
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Hillman, S., and Neustaedter, C. (2017)
Trust and mobile commerce in North America
Computers in Human Behavior, Volume 70, May 2017, Pages 10–21
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Hillman, S., Neustaedter, C., Oduor, E., and Pang, C. (2014)
User Challenges and Successes with Mobile Payment Services in North America
Proceedings of the International Conference on Human-Computer Interaction with Mobile Devices & Services (MobileHCI 2014), 10 pages.
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Hillman, S. (2014)
Social Issues, Behaviours and Routines of Ubi-Commerce Users in North America
PhD Dissertation, Simon Fraser University.
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Hillman, S. Neustaedter, C., Oduor, E., and Pang, C. (2014)
Mobile Payment Systems in North America: User Challenges & Successes
Proceedings of the ACM CHI Conference (2014), ACM Press, 6 Pgs
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Hillman, S. and Neustaedter, C. (2014)
Towards Ubiquitous Commerce: New Commerce, Behaviours & Routines
Workshop on Financial Interactions, Digital Cash, Capital Exchange and Mobile Money (#CHIMoney), held at the ACM CHI Conference (2014), 4 pgs.
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