The value proposition of mobile wallets : an analysis of the user experience

This paper presents a comprehensive analysis of the User Experience across Mobile Wallets both from the users and providers’ perspectives. Starting from the framework and scope of Mobile Payments (as well as its recent developments), this paper explains the way Mobile Wallet content is provided to users; including m-payment, m-commerce, m-banking and m-identification services. The value proposition of Mobile Wallets is then assessed through the analysis of the User Experience across its various stages. The paper subsequently covers the usability of Mobile Wallets, as well as users’ satisfaction and return to the Mobile Wallet app. More specifically, both the User Experience and the frequency of use of the Mobile Wallet services are examined and assessed. Research findings suggest that the integration of several added value services must be further integrated in order to foster a more engaging and motivating User Experience.