Mobile wallet put to test at Olympics

Picture From the Financial Times by Elaine Moore:  Mobile phones will take over from plastic cards and cash as the principal method of payment before the end of the decade, according to new industry forecasts.  But payment providers admit that concerns about the security of cashless transactions – heightened by this week’s software failure at RBS – may deter consumers for some time.  Continued.

Trish’s Comment: 

Many companies have launched mobile payments initiatives ahead of London 2012 wanting to take advantage of the great showcasing and testing opportunities The Games provide.  Moore lists some of them:  Visa’s partnerships with Samsung promoting contactless cards and NFC-based mobile payments, Barclay’s PayTag – a payment tag that sticks to the back of your phone and allows payments of up to £15 - and Pingit – an app that allows you to send money to others using their cell number – and O2 Wallet.  Other interesting ones are PayPal’s inStore – it is being trialed at the Auroria Fashions Group stores and it allows you to pay using a barcode that uniquely identifies your PayPal account – and QuickTap – payment app launched by BarclayCard in collaboration with Orange for NFC-enabled phones.

Now that we are well into the second week of the London 2012 Games, the question is:  Have all these initiatives been able to leverage the Olympics as expected?  Have they gathered the attention and generated the hype that they may have been hoping for?

In my opinion, the answer is yes for Visa and its partnership with Samsung and no for the rest of them, at least not in the very short term.  The focus is on what is happening in the Olympic venues, where Visa – as a key sponsor of London 2012, as of all Olympic Games in the last 25 years – has the exclusive rights to provide payments services.  This leaves everybody else pretty much out of the game for these two weeks.

So, how are Visa and Samsung faring?  Have they managed to make the best of this opportunity?

The answer may be yes from an ‘educational’ perspective.  They have grabbed the opportunity to educate the public about contactless and mobile payments and clearly tied both to the speed and performance of the athletes.  The commercial titled ‘Usain Bolt vs. London’ is a great example of this:  It shows all three ways of paying with Visa – swipe (well, its European version with chip & pin), contactless using a card and contactless using a phone.  All working fast and helping you keep life flowing.

Unfortunately this sponsorship has also brought some troubles for Visa.  The biggest, and most publicized, issue took place on Sunday, July 31st, as tens of thousands of fans attended soccer games taking place in iconic Wembley Stadium.  Due to issues with the local IT system, debit and credit cards could not be accepted as payment.  At the same time, because most of the cash machines at Wembley had been removed – they were powered by Link and not Visa – access to cash was extremely difficult.  The long queues that formed in front the ATMs and then the refreshment stands were hot-beds for strong criticism of Visa, even if, as the company has repeatedly explained, the fault lays with the local IT Team as Visa’s network was up-and-running at all times. 

From my perspective, it doesn’t matter whose fault it is.  What matters is the learning we can take from it:  Payments is such a vital activity that we cannot leave it to a single provider or accept just having a single method available.  There needs to be two or more payment alternatives available at all times.  Systems fail but life - and the transactions that fuel it - must go on!