ePayments Project

Final Report of Initial Project Work

RNIB Innovation Unit

August 2010

Prepared for:RNIB ePayments Project Board and Stream Lead

By:Jon Wyllie, Edward Chandler and Kiran KajaInnovation UnitRoyal National Institute of Blind People

Table of ContentsAcknowledgements...........................................................................41.0 Introduction..................................................................................5

1.1 ePayment Solutions – what they are.......................................51.1.1 Contactless Payment systems..........................................51.1.2 Chip and PIN.....................................................................61.1.3 Self-service Kiosks............................................................61.1.4 Pre-paid/gift cards.............................................................61.1.5 Mobile phone payment......................................................61.1.6 Online payments...............................................................8

1.2 Scope.......................................................................................82.0 Review of literature......................................................................9

2.1 The Finance Stream..............................................................102.2 The Retail Stream..................................................................112.3 The Transport Stream............................................................112.4 Existing Standards.................................................................12

3.0 Summary of issues with ePayment methods.............................133.1 ePayment methods................................................................13

3.1.1 Contactless Cards...........................................................133.1.2 Chip and PIN...................................................................143.1.3 Self-service Kiosks..........................................................153.1.4 Pre-paid/gift cards...........................................................163.1.5 Near Field Communication (NFC)...................................173.1.6 Mobile phone payment (SMS).........................................183.1.7 Mobile phone payments (apps requiring bank details)....183.1.8 Online transactions (Cards/Direct Debits etc).................19

4.0 Review of current industry initiatives.........................................214.1 Political..................................................................................22

4.1.1 European Influence.........................................................224.1.2 UK Government...............................................................224.1.3 RNIB Campaigns.............................................................24

4.2 Economic...............................................................................244.2.1 The UK Payment Sector..................................................244.2.2 The role of Visa and MasterCard....................................254.2.3 The UK banking sector and economic climate................264.2.4 Incentives........................................................................26

4.3 Social.....................................................................................274.3.1 Credit...............................................................................274.3.2 Fraud...............................................................................284.3.3 Loyalty Cards..................................................................284.3.4 Ageing population............................................................294.3.5 Environmental impact......................................................29

4.4 Technological.........................................................................29

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4.4.1 Cash Manager Card........................................................304.4.2 Visa payWave.................................................................304.4.3 Paymo.............................................................................304.4.4 sQuid...............................................................................314.4.5 StagecoachSmart travel card..........................................314.4.6 Mobile Applications.........................................................324.4.7 Virtual payments..............................................................32

4.5 Additional opportunities..........................................................335.0 Conclusions...............................................................................356.0 Recommendations.....................................................................36

6.1 Engage with the EU and key stakeholders regarding the Payment Services Directive.........................................................366.2 Engage with the Department of Transport on contactless card rollout...........................................................................................366.3 Engage with the Payment Council.........................................366.4 Critically review up and coming technology...........................37

6.4.1 Contactless payment systems.........................................376.4.2 Self Service Kiosks..........................................................376.4.3 Smart metering................................................................38

6.5 Implement exemplar banking services...................................386.6 Use the Olympic and Paralympic Games to leverage positive change.........................................................................................386.7 Establish, maintain and improve relationships with key stakeholders................................................................................386.8 Determine whether ePayment systems, wayfinding systems and retail can be linked................................................................396.9 Review security issues...........................................................396.10 Continual Review of New Technology.................................40

Appendix A: Literature review of the finance stream.......................41Appendix B: Literature review of the retail stream...........................42Appendix C: Literature review of the transport stream....................58

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Acknowledgements

The authors of this report would like to thank Sabine van den Heuvel and Shaun Leamon for their involvement in the project and collating the information for this report. Special thanks to John Worsfold for his help to get this report ready.

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1.0 Introduction

The ePayments project is part of the RNIB Group Strategy 2009 - 2014: Ending the Isolation of Sight Loss. Under Priority 3 of the strategy, RNIB aims to help create an inclusive society by making it possible for:1. More people to make journeys safely and independently2. More people to shop independently and have personal control of

their moneyThis project focuses on those elements which currently restrict and isolate blind and partially sighted people from making “cashless” electronic payments and identifies ways forward to remove these restrictions. Electronic payments are becoming essential components of paying for goods while shopping (both in-store and online) and purchasing tickets for travel, making it vital to ensure that blind and partially sighted people can use them independently.

1.1 ePayment Solutions – what they are

ePayment solutions refer to the transaction of goods or services using electronic payment means. This typically involves the use of computer networks, the internet and digital systems to transfer money electronically or digitally between two parties.

1.1.1 Contactless Payment systems

Contactless payment systems, also known as "tap and go" or "wave and pay" is a method where a person pays for everyday items, by holding a transaction smartcard, key fob or other device near or on a locator. The transaction under a specified amount (e.g. £15) is normally completed with no need to sign or key a number into a keypad. The advantage of using this method is that the transaction process is generally much quicker than traditional payment methods.

Contactless payment cards come in many forms: Prepaid cards – these have a fixed amount of funds allocated to

them such as the Oyster card, and are used as a form of electronic ticketing on public transport services within the Greater London area. These cards can be “recharged" from numerous sales points.

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Mobile phones with Near Field Communications (NFC) - NFC phones or cards can be stocked up with credit and then used as payment. The user simply waves their phone over the reader and the payment is debited from their account or added to their credit card bill. When making larger payments, authorisation will be required. Unfortunately many of the mobile phones that are needed to do this are not widely available or accessible to blind and partially sighted people.

1.1.2 Chip and PINThis is the method where people use credit and debit cards with a choice of a PIN or signature. These are widely available and there are many places where portable pin pad devices are used as the primary method of payment.

1.1.3 Self-service KiosksSelf service kiosks are alternatives to the traditional staffed checkouts and are quickly becoming a common sight within retail settings. They are being installed with the purpose of replicating the advantages of online shopping in-store, streamlining in-store operation with the potential of freeing staff to focus on customers. Unfortunately today, the majority of kiosks rely on touch screen technology that is not accessible. There is concern that the personal touch and social interaction provided by checkout staff is being lost by self service kiosks.

1.1.4 Pre-paid/gift cardsPre paid/gift cards are transaction cards that have a fixed amount of funds credited to them. There is an increasing number of prepaid credit cards being launched and targeted at different groups at this time. Some are specifically targeted at teens and under 18’s who may not be eligible for a bank accounts, whilst others offer fully branded prepaid Visa or MasterCard’s with Chip & PIN capability with high value reload capabilities. They are marketed as a means to manage your spending more effectively as you can only spend the amount that credited on the card.

1.1.5 Mobile phone paymentMobile phone payment or M-payment as it is referred to is a new and rapidly-adopted alternative payment method – especially in Asia, Africa and Europe. Instead of paying with cash, cheque or

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credit cards, a consumer can use a mobile phone to pay for a wide range of services and goods. There are three primary models for mobile payments: Premium SMS based transactional payments Direct Mobile Billing Contactless using Near Field Communication (NFC) Premium SMS – This is where a payment request is sent via an SMS text message and a premium charge is applied to your phone bill. One example of this payment method is as follows:

“The user simply selects the items, takes these to the till and informs the cashier that they want to pay via SMS. The seller sends a payment request to the buyer with a text message, the buyer then keys in the PIN to approve the sale and responds to the seller's SMS. Once the transaction is complete, both parties receive an SMS receipt.”

An advantage of this method is that there is no loyalty program or special handset required and any regular bank account holder with a phone can send money.

Direct mobile billing – This is similar to SMS billing where the consumer uses a mobile billing option during checkout but differs because it uses an ecommerce mechanism to charge the payment to the mobile phone account used. After authentication involving PIN and Password, the consumer's mobile account is charged for the purchase.

Contactless using near field communications – This technology allows mobile phone handsets to be capable of completing transactions when the phone is waved in front of a reader.

Mobile phone applications - This method relies on web pages being displayed or additional applications downloaded and installed on the mobile phone to make a payment. It uses mobile internet as underlying technology and thus inherits all the advantages and disadvantages of narrowband internet. If the mobile account is not directly charged through a mobile network operator, the use of a credit/debit card or pre-registration at online payment solution such as PayPal is still required just as in a desktop environment.

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1.1.6 Online payments

Whilst the ability to shop online to buy goods and services is an ePayment method, it generally involves using traditional solutions in terms of debit and credit cards to complete the transaction. However the mechanisms in place which facilitate these transactions are electronic in nature. Making a payment online could involve the following methods: Direct debit/Standing order Credit/debit card 3rd party payment facilitator (e.g. PayPal)

As they are all web based, their accessibility is largely reliant on the providers making the sites conform to web accessibility guidelines.

Direct debits/standing order – These are both mechanisms which allow people to set up regular payments. Direct debits are usually initiated by the seller whereas standing orders are usually set up by the account holder. To use these online, a person needs to have access to their bank account online.

Credit/debit card – To use this method to buy goods and services require the buyer to input the card details into the website they are buying the goods from. This will involve providing the long card number, start date, end date, name on the card and security number on the back of the card. The website will usually have security measures to make sure the transaction is secure.

3rd party payment facilitator – These methods provide the means to send money electronically from one person to other or to a company where there is no ecommerce facility. A prime example is PayPal and eBay. The buyer can use PayPal (which holds the debit/credit card) to pay for goods through eBay. The seller receives the money and can then transfer it into their bank or keep it in their PayPal account to make further transaction.

1.2 Scope

The first phase of this project was a fact finding phase and this report summarises the findings of the work performed so far. This work was split into three sections with the following aims:

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To: Review research literature on ePayment solutions Perform a brief expert appraisal of ePayment solutions Understand what industry is doing in terms of rolling out

ePayment solutions.

By doing this, RNIB will gain an understanding of the current situation and will be able to strategically direct its resources to focus on the most important solutions.

The project team discussed the need for user input to help determine where RNIB should focus our attention. Decisions about the development of ePayment systems will be driven by the market so it was decided that user input would have limited value at this stage of the project.

2.0 Review of literature

The first stage of the project involved collecting information about research that had already been carried out into the needs of people with sight loss using ePayment systems. Since there is a wide range of ePayment technologies, we decided to split this research analysis into three specific sectors. The following literature review looks at technologies that are being used in:

1) The finance sector 2) The retail sector 3) The transport sector

In addition to these areas, is a piece of research conducted by RNIB’s research team, Evidence and Service Impact1. This research sought the experiences, expectations and preferences of blind and partially sighted people in relation to management of finances.

The research had a number of key findings and conclusions which need to be considered when thinking about ePayment solutions. Firstly, there is a variation between how people control their finances. Some allow a third party (such as a friend or relative) to 1 What people say about the Control of Money, Angela Edwards

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manage their money, whilst it appears that some use powers of attorneys to sort this problem out. The research did not determine whether people were happy with third parties controlling their money. The research identified that cash is usually withdrawn by a person visiting their bank although this was not so important for older people. ATM’s were highlighted as a source of money but also a greater source of problems for a number of different reasons from poor visual information to a lack of audio output.

The identification of banks notes was problematic for some however coping strategies (such as folding notes in particular ways) had been employed to solve the problem.

Direct debit was seen as a common method for paying regular bills; however the use of internet and telephone based payment systems were less common. The reason for this could be down to the individual being asked for their card details, which they couldn’t read.

One of the most interesting findings focussed on the use of technology. The research highlighted that, “The use of technology and gadgets appeared to be a marker of those who had a greater degree of independence in controlling their finances.” This is quite telling and shows that where solutions are in place, and can be made use of, the more successful an individual will be to control their money.

The research concluded that the ability of blind and partially sighted people to control their own money is hindered by a number of different barriers. The results of these barriers are a loss of privacy and a greater reliance on other people.

2.1 The Finance Stream

This stream was intended to capture any available literature or research around the accessibility of activities pertaining to managing finances and making payments in environments other than retail and transport (e.g. managing a user's bank account, making regular payments such as utility bills and so on), specifically for blind and partially sighted people, but also for people with other disabilities. Information about the various reports can be found in Appendix A.

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During the desk research however, a few significant things emerged.

Most issues around managing finance actually fall under the remit of web accessibility for the reason that accessibility of online banking services seems to be the most researched topic.

More alternatives for users to manage their finances or make regular payments exist in the finance stream as opposed to retail and transport streams (e.g. telephone banking)

Most of the identified research or literature may not be relevant anymore because of the pace at which technology is evolving.

2.2 The Retail Stream

The literature review and desk research in this stream was mainly concentrated around identifying any prior studies which could help the project team get a better understanding of the challenges that blind and partially sighted people face when trying to pay for their purchases in a retail environment. Information about the various reports can be found in Appendix B. Some of the key findings from this research are mentioned below.

Contactless payment technology seems to be growing in popularity as it is being heavily promoted by banks, credit card companies as well as retailers.

Although a number of card companies are claiming that they are issuing a large number of contactless cards, it is however not clear how the uptake amongst consumers is.

Contactless technology seems to present the biggest challenge for blind and partially sighted people as most of the process is not accessible and users don't have a sense of control like they seem to have with chip and pin.

The other area of concern for blind and partially sighted users is the growing popularity of automated point of sale kiosks like the self check-out machines found in most supermarkets.

2.3 The Transport Stream

In this stream, an attempt was made to capture any available literature around the accessibility of payment systems in the public transport sector. More information about the various reports can be found in Appendix C.

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Payment systems based on near field communication technology are extremely popular.

There is hardly any research done to ascertain the accessibility of these payment systems for blind and partially sighted users.

There are an increased number of self-service terminals in use for ticketing and for information provision and there seems to be no accessibility features in any of the systems in use.

2.4 Existing Standards

While conducting the literature review, the project team also looked at identifying any existing standards and guidelines that are related to the accessibility of ePayment systems in all the above streams. Some of the more relevant standards are listed below.

ISO/IEC 7810 (2003) Identification cards: Physical characteristics2

ISO 9564: 2002 Banking - Personal Identification Number (PIN) management and security. Parts 1, 2, 3 & 43

EBS100 V3 (October 2004) Keyboard Layout for ATM and POS PIN Entry Devices4

CEN/TS 15291 (2006) Identification card system - Guidance on design for accessible card-activated devices5

Various smart card standards6

2 http://www.iso.org/iso/catalogue_detail?csnumber=31432 3 http://www.iso.org/iso/catalogue_detail?csnumber=293744 EBS100 V3 (October 2004) Keyboard Layout for ATM and POS PIN Entry Devices5 http://shop.bsigroup.com/en/ProductDetail/?pid=0000000000301334446 http://cardiac-eu.org/standards/smartcards.htm

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3.0 Summary of issues with ePayment methods

So that the top level issues related to ePayment solutions could be better understood, the project team performed a brief review of the various ePayment methods mentioned in the introduction. At this stage the findings are generated by expert opinions from either having used these methods or by performing desk based research on the different solutions.

3.1 ePayment methods

3.1.1 Contactless Cards

An example of the contactless card technology being used is the VISA PayWave7.

The issues associated with contactless cards can be summarised under five headings. Within these five headings are the issues which have been identified as being problematic for blind and partially sighted people.

1. Location Locating the terminal in the environment

2. Terminal design (hardware) Locating the trigger on the terminal Confirming payment amount Size of payment screen Type of font used Size of text Lack of text contrast Physical receipt

3. Terminal design (Software) Size of text on the display Lack of text contrast on the display Clarity of symbols used (e.g. are the symbols clear and

unambiguous)

7 http://www.visaeurope.com/en/about_us/innovation/visa_paywave.aspx

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Type of font used Lack of adjustability of User Interface (UI) (Cant make font or

buttons bigger) Error message reporting (System failure, not enough money

etc) Lack of spoken prompts Accessibility of the confirmation of your action (so don’t swipe

it twice or possibly not at all and get a fine

4. Card design Card identification Card orientation (if this is an issue)

5. Security & audit Unverified payment

As well as the issues mentioned above, it is likely that a contactless card will need to be reloaded with funds. This could be done in a variety of ways from going into a shop which provides this service, using a self service kiosk or using a website. Therefore when this method is considered, the recharging methods also need to be factored in as if the customer cannot add funds onto the card, it is next to useless.

3.1.2 Chip and PIN

An example of Chip and PIN is the Chip and PIN machine at the Post Office.

The issues associated with Chip and PIN systems are somewhat similar to those of contactless cards, however they require a greater interaction between the user and the device. Therefore this method has a larger number of issues associated with it. The issues can be summarised into five headings and are as follows:

1. Location Locating the terminal

2. Terminal design (hardware) Inconsistent terminal keypad layout Inconsistent card slot position Type of font used

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Size of text on keys Lack of text contrast on the keys Lack of accessibility markings according to APACS guidelines Size of payment screen Physical receipt

3. Terminal design (Software) Inconsistent menu system Confirming payment amount Size of text on the display Type of font used Lack of text contrast on the display Clarity of symbols used (e.g. are the symbols clear and

unambiguous) Size of on-screen buttons (touchscreen - I've not seen any but

that doesn’t mean its not possible) Lack of adjustability of UI (Cant make font or buttons bigger) Lack of spoken prompts Error message reporting (System failure, not enough money

etc)

4. Card design Card identification Inserting the card the wrong way round

5. Security & audit Shoulder surfing Forgetting PIN Entering PIN associated with wrong card Incorrectly entering PIN

3.1.3 Self-service Kiosks

An example of a self service kiosk is the Transport for London (TfL) automated ticket machine.

Self service kiosks can be simple or complex solutions depending on their design. For instance, there are several types of kiosk in use on the London Underground and these range from simple push button to select the ticket type to touch screen based solutions. Therefore the issues and challenges can vary. The issues, divided into four categories are as follows:

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1. Location Locating the kiosk

2. Terminal design (hardware) Lack of text contrast (on the terminal) Size of buttons Button configuration (select/back/payment etc) Locating buttons Type of font used Locating key features (e.g. payment terminal, coin dispenser) Physical receipt

3. Terminal design (Software) Lack of spoken prompts Clarity of symbols used (e.g. are the symbols clear and

unambiguous) Size of text on the display Type of font used UI not accessible Size of on-screen buttons (touchscreen) Button configuration (select/back/payment etc) Lack of adjustability of UI (Cant make font or buttons bigger) Complexity of menu structure

4. Security & audit Lack of assistance

3.1.4 Pre-paid/gift cards

An example of the gift cards is the boots gift card. As these cards require the user to hand them over to a cashier, the issues associated with them are restricted. However if one of these cards needs to be used with a chip and PIN machine or self service kiosk, then the issues with these cards will be combined with the issues associated with those solutions. The issues are as follows:

1. Card design Card identification

2. Security & audit

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Transaction receipt Balance enquiry Card stolen

3.1.5 Near Field Communication (NFC)

An example of where NFC is available is the Bay Area Transport system in San Francisco.

Near field communication based systems are relatively new and are therefore not that widespread. However that does not mean that these systems do not have potential problems which would make using these solutions problematic for blind and partially sighted people. As there has not been any close interaction between the experts and these systems, the issues identified have been generalised. The issues have been placed into seven groups as follows:

1. Location Locating the terminal

2. Terminal design Location of trigger on terminal (vending machine, ticket barrier)

3. Reader and transmitter interaction Transmitter (the phone) may have to be placed in correct

orientation on the reader to work.

4. Availability May only work on certain handsets

5. Design phone software (general) - there are lots of potential issues phone hardware (general) - there are lots of potential issues

6. Preparation for use Loading/starting NFC application on the mobile device Adding funds onto the NFC device

7. Security Transmission of funds + success criteria/messages Phone hijacked and credit stolen

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Phone greater target for thieves

3.1.6 Mobile phone payment (SMS)

An example of SMS payment would be obtaining international calling credit. As this method relies on using a communication method rather than a specific payment method the issues mainly relate to the device being used to send the payment. As such the issues have been generalised somewhat to account for this.

1. Format of text Html vs. plain text

2. Flexibility of information Having to copy numbers such as PIN’s and access codes any

confirmation text

3. DesignMobile phone software (general) - there are lots of potential issues

Mobile phone hardware (general) - there are lots of potential issues

If SMS is deleted is credit lost? Confirmation of payment & receipt

4. Initial information Need to access information in order to get credit or services

(e.g. access to the web)

3.1.7 Mobile phone payments (apps requiring bank details)

An example of this would be the Nokia Maps application when purchasing a subscription.

This solution could involve an application requesting card details (such as the Nokia Maps) or involve an application which stores the card details (such as Nokia Wallet) which then interacts with other systems and applications when required. The issues of using this are generally related to the actual device being used rather than the specific payment solution. As such the issues have been generalised somewhat to account for this.

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1. Design Mobile phone software (general) - there are lots of potential

issues Mobile phone hardware (general) - there are lots of potential

issues Card details application - there are lots of potential issues Confirmation of payment & receipt

2. Security Transferring card details onto a phone Are card details visible on screen? Are card details spoken? Can card details be lifted from phone via a hijack?

3. Payment Authorisation + completion information/notification

3.1.8 Online transactions (Cards/Direct Debits etc)

An example of this would be buying tickets for a show.

Using a card online will mean interacting with a payment/eCommerce system on an organisations website (such as Amazon) or a standard banking website or specialist payment website linked to from a website (such as RBS World Pay or PayPal). In some cases there may be an additional interaction if the website links to the MasterCard and visa verification systems (e.g. “Verified by Visa”). As there are a number of ways of making a payment and each website would have subtle differences, the issues have been generalised.

1. Design Inaccessibility of retail/banking websites Inaccessibility of authentication systems such as the “PIN

Entry” system from Barclays. Inaccessibility of software based authentication systems like

virtual keyboards for entering PIN/Password.

2. Security Inaccessibility of software based authentication systems such

as on screen keyboards for entering PIN/Password.

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4.0 Review of current industry initiatives

The key issues for the payments industry revolve around fraud prevention and driving down the costs of making payments. The costs associated with back office processing of payments can be significantly lowered by moving to electronic payment methods, so there is high probability that the industry will actively encourage their use.

The suggestion that cheque payments should be phased out in 2018 places a much greater emphasis on the need to develop alternative payment methods. It seems very unlikely that the target date of 2018 will be met, but a managed decline in the service leading to an ultimate end-date is inevitable. It is forecast that less than 7% of all non-cash transactions will be made by cheque in 2012, dropping to 3% by 20188.

The following is a review of the factors affecting the payments industry in the UK. The purpose is to help the project board decide how best to approach the sector in order to influence the development of electronic payment systems in the future.

It is recognised that there are a number of emerging technologies that could offer significant benefits to people with sight loss. It is also likely that all of these technologies are likely to continue to develop in one form or another, but that only some of them will become mainstream.

The project team performed a PEST9 (Political, Economic, Social, and Technological analysis) to summarise the current market position and to identify trends.

8 "UK Payment Markets 2009", published by Payments Council9 For a definition of a PEST analysis see http://en.wikipedia.org/wiki/PEST_analysis

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4.1 Political

4.1.1 European Influence

SEPA (Single Euro Payments Area) is a concept being developed by the EU to harmonise payments throughout the Euro zone. The concept is based on all electronic payments being considered to be domestic within the Euro zone. This will reduce the costs associated with handling international payments. The impact on the end-user is seen that a single card/payment mechanism can be used throughout the zone, with no additional costs. However as, at the time of writing, the UK has chosen not to adopt the Euro, it will not be included in this scheme10.

PSD (Payment Services Directive) is an EU Directive designed to create the legal framework to make SEPA possible. The Directive was transposed into national legislation by all EU Member States by 1 November 2009. Under the PSD, payment service providers have an obligation to provide clear information about the payment to the consumer, including giving detailed terms and conditions, information about the payment service provider, features of the payment service, processing times, spending limits, charges and refund rights. This information should be provided to the customer before starting to use the service11. Although the UK has not adopted the Euro, the PSD still applies to the processing of payments here. There is no specific reference to making sure this information is accessible, which would be covered by other legislation (DDA).

4.1.2 UK Government

Within the UK, the Department for Transport (DfT) have released a strategy outlining their plan to roll out contactless smart card ticketing systems throughout the UK transport infrastructure12. Their expectations are that by 2012 existing schemes will be migrated to ITSO13 to create a standard, and there will be a number of schemes

10 See http://www.europeanpaymentscouncil.eu/ 11 http://en.wikipedia.org/wiki/Payment_Services_Directive12 "Smart and Integrated Ticketing Strategy" published by DfT December 200913 ITSO is a Specification created to provide interoperability for smart ticketing schemes.ITSO Ltd is a membership non-profit-sharing organisation that facilitates the development of the ITSO Specification and assists those who have an interest in use of ITSO technology and provision of interoperable smart multi-operator, multi-modal and multi-application services in

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being rolled out (including London, West Midlands, Yorkshire and Humber and North East). By 2015, they anticipate smart integrated ticketing systems to be established in all major urban areas, on several rail franchises and for mobile phones using NFC to be established as ticketing media. By 2020 they are expecting to see near universal coverage of smart ticketing on public transport. Following initial conversations with the Smart Card Networking Forum, it appears that there are already a number of live smart card trials in the UK. The DfT strategy was pushed through with limited time allowed for consultation and feedback. As a result RNIB will need to try and work with specific local authorities to make sure the needs of blind and partially sighted people are fully considered.

The Conservatives, who, at the time of writing, have formed a coalition Government with the Liberal Democrats, had two statements related to ePayment solutions in their election manifesto. They are:

1) "We will require all credit card providers to send their customers a data file containing information on pricing and usage. This data file can be uploaded onto third party price comparison websites, helping people to make better informed choices and tackling consumer rip-offs."

This data file has the potential to give greater confidence to people using credit cards by allowing easier confirmation of transactions and the costs of using these services. This should allow people to make more informed choices about the cards they use. It will be essential for us to ensure that the file is accessible and can be uploaded to comparison websites by someone using assistive technology.

2) "We will be the first country in Europe to extend superfast 100 mbps broadband across most of the population."

This commitment is likely to have an impact on levels of internet banking and shopping use with high-speed services being made available in even rural locations. It will take some time for the infrastructure to be put in place.14

public transport ticketing and other areas.

14 The full manifesto can be downloaded from http://www.conservatives.com/Policy/Manifesto.aspx

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However, given that the Treasury is making cuts to spending across government departments, the current situation is unclear and schemes and initiatives could be shelved or put on hold in the near future15.

4.1.3 RNIB CampaignsRNIB is aware that some banks in the UK are providing ATMs with audio output available as an option for their customers. There is an expectation that this audio output could significantly improve the ability of people with sight loss to withdraw cash, check balances and access other financial services via ATM's.

RNIB's Campaigns team has planned a project to increase the availability of audio information at ATMs throughout the UK. The project will focus on ensuring that banks and other financial institutions install the hardware and software to deliver audio information to customers who need it. The project aims to deliver a Campaign report and media activity in December 2010, with further actions to be decided following publication of the report.

4.2 Economic

4.2.1 The UK Payment SectorStandards for the payment sector in the UK are established and controlled by the UK Payments Council. The Payments Council are responsible for payment systems such as CHAPS, BACS and Faster Payments. Their core objectives are to:1. Have a strategic vision for payments and lead the future

development of payment services in the UK2. Ensure payment systems are open, accountable and transparent3. Ensure the operational efficiency, effectiveness and integrity of

payment services in the UK

They are responsible for the development of the National Payments Plan (published in May 2008) which included a commitment for them to monitor the development of contactless and prepaid card markets.

The UK Payments Council decided in December 2009 that the cheque payment method should be withdrawn from the UK 15 Widely reported cuts in public spending throughout UK media, see for example http://www.ft.com/cms/s/0/b4f500c6-8866-11df-aade-00144feabdc0.html

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economy. This decision was made based on the decline in use of cheques as new payment methods have become more established, combined with the high cost of processing cheque payments (estimated to be 4 times the cost for electronic payments like direct debits). The target date for the withdrawal of cheques was set at 2018, however, there has been a great deal of pressure on The Payments Council to move the date back to allow time to develop and roll-out suitable alternatives. Charities supporting older people, as well as small businesses are particularly concerned about the lack of realistic alternatives that people are comfortable using.

Key findings of Payments Council research16: Debit cards projected to account for the majority of growth in

electronic payments over the next 10 years Card payments are forecast to account for 53% of non-cash

transactions in 2018, compared with 42% in 2008 Cash remains the dominant payment method in terms of volume

of payments made, accounting for 60% of all payments in 2008 Cash is expected to represent a minority of payments by 2015

and will be used for 45% of payments in 2018

4.2.2 The role of Visa and MasterCard

The payments sector is heavily influenced by two major infrastructure providers. Visa and MasterCard operate the systems that enable payments to be processed securely. As such, any changes to the services will have to work with the infrastructure imposed by Visa and MasterCard. Since they are international organisations, both UK Payments Council and RNIB are likely to find it difficult to engage with and influence them. It is essential that the project has an understanding of what can or cannot be changed to improve accessibility. Visa are also the payment provider for the 2012 Olympic and Paralympic Games. The only payments accepted at the Games will be via Visa cards (credit or debit) or cash.

4.2.3 The UK banking sector and economic climateAnother significant factor will be the position of the UK banking sector. The recent financial disruption in the UK has been attributed to the banking sector's seemingly irresponsible decisions about lending. As a result, the sector is facing very heavy scrutiny and the 16 "UK Payment Markets 2009" published by Payments Council

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possibility of fines and other restrictions are being discussed. This could mean that banks are very reluctant to get involved in innovative projects that can be costly and not yield significant returns. On the other hand, they will also be keen to improve their public image so working with charities to improve services for marginalised groups of society is likely to be appealing. Following recent discussions with RBS, Santander and Lloyds TSB there seems to be a lot of interest in promoting financial capability.

Another key factor is the current financial climate in the UK. With record levels of government debt, high unemployment and much tighter controls over credit, all areas of the economy are struggling. This is likely to make it very difficult for organisations to invest in new systems. Innovative systems are often costly and unpredictable. In order to effect change, we are likely to need a very robust business case for any pilot systems.

4.2.4 IncentivesThere seems to be little information about economic advantages to the majority of people paying bills using electronic systems. The main benefits for individuals include:

a) Money is transferred very quickly, allowing for easier management of finances

b) An account can be created making it more convenient for the payment of goods and services when returning to the same vendor multiple times (the customer only needs to enter their details once)

c) Most state benefits in the UK are paid by direct credit transfers, making the money available to the recipient more quickly

The main driver for the development of e-payment systems seems to be with benefits to businesses.

"Businesses paying bills electronically using ePayment methods benefit from lower overall payment costs, better payment-timing predictability, better cash management and greater bill payment efficiency. Vendors getting paid via ePayment methods benefit from faster access to funds, reduced collections and remittance processing costs, reduced merchant fees for accepting credit card payments, and fewer trips to the bank to deposit checks."

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With the opportunity to reduce costs and improve payment efficiency, most businesses will be keen to pursue ePayment methods. The payments industry will need the infrastructure to support business to business (B2B) payments, allowing for further cost reductions if individuals can be encouraged to make greater use of these payment systems.

4.3 SocialElectronic payment systems allow for much greater traceability. Whilst this is designed to reduce fraud, some consumers will still not feel comfortable about the security of their personal information. Complex fraud prevention systems can be difficult for users, with numerous passwords having to be remembered or stored somewhere. Mobile payment systems could make these processes a lot easier - the user enters their mobile number to a website, receives a text from the vendor and then simply confirms that the transaction is genuine by texting a reply (as in Paymo, see 4.1.4.3).

The payment sector is aware that education programmes will be essential to raise consumer confidence and these will be taking place.

4.3.1 CreditAs the UK and world economies struggle to recover from the recent financial crisis, credit is becoming more difficult to obtain. There is a strong link between credit and a person's ability to shop freely as without credit one subconsciously limits one's spending to the money in one's pockets or bank accounts17. The process of applying for credit can be difficult to access, with online applications complicated and confusing to complete.

Any form of credit relies heavily on demonstrating to the creditor that the applicant has the ability to repay any money borrowed. This is normally done by providing evidence of employment. Current statistics indicate that 66% of blind and partially sighted people of working age are unemployed18. Unemployed people with sight loss are therefore left with limited options; either take out a credit card with a higher rate of interest, or avoid using credit at all. If they take out a credit card with a higher interest rate, they are likely to find it difficult to maintain repayments causing further debt problems. Not

17 See http://ezinearticles.com/?2010-Trends-in-Consumer-Credit&id=310170418 Network 1000 Survey 1 by University of Birmingham for RNIB, 2009

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using credit at all represents a difference in someone's ability to shop when compared with the rest of the population and further isolating.

4.3.2 FraudThere is an argument that the introduction of ePayment systems will have a dramatic impact on black market activity which relies heavily on cash transactions. Whilst cash is expected to remain the main method of payment, any reduction in its use is expected to have a significant effect on the black market economy19.

There is anecdotal evidence of significant concerns over fraud and security when using electronic payment systems. However, the alternatives that people use are often less than ideal, with friends, relatives and even strangers being asked to help people manage their finances. The main barriers identified by RNIB research are around the complexity of the systems being used and a lack of awareness of what is available20.

4.3.3 Loyalty CardsThese work in a number of ways, but essentially offer the consumer a discount based on repeat business with the same retailer. Issues with these systems include the use of self service kiosks (as in the Boots Advantage Card21 scheme) with accessibility concerns as covered in 3.1.3 of this report and the complexity of way the schemes operate.

Loyalty card schemes often use misleading names for the reward points, such as Air Miles22 which do not actually relate to the distance they can be used to travel. This is likely to be confusing and frustrating for all customers, but those with sight loss are likely to have more difficulty reading the small print that explains how these systems work. Having a complicated system for claiming the rewards can mean that the consumer either forgets to claim them or finds the process too long-winded and gives up.

These schemes offer significant benefits for the retailer (in terms of gathering data on habits and encouraging repeat business) and rely

19 See http://www.doingbusiness.ro/ro/stiri-afaceri/13637/as-many-as-46-billion-euros-third-of-gdp-in-underground-economy20 See "What blind and partially sighted people say about money" by Angela Edwards, RNIB21 See http://www.boots.com/en/Advantage-Card/22 See http://en.wikipedia.org/wiki/Air_Miles

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on the consumer's desire to find a bargain. However, they often give very little actual benefit to the consumer unless the person fully understands how to take advantage of what is being offered.

4.3.4 Ageing populationBy 2034, 23 per cent of the population is projected to be aged 65 and over compared to 18 per cent aged under 1623. The ageing population in the UK is likely to drive demand for products to be designed to cater for people with age related impairments, including sight loss. Older age groups are generally recognised as a significant customer group. The retail market for the over 65's was estimated to be worth £37 billion in 2007 with an expectation that it would rise to £64 billion by 2017 (according to a study by Verdict Research in 2007).

4.3.5 Environmental impactThere is a strong drive to reduce the environmental impact of all of our activities. The creation of a so-called "paperless society" is a significant part of the plans to make this possible. The Labour government while in power outlined plans for many public services to be delivered by digital means, resulting in a reduction in the use of paper and wood, but perhaps more importantly real financial benefits24. This trend is further reinforced through the Conservative pre-election pledge to introduce high-speed broadband throughout the UK and broader global initiatives25.

4.4 TechnologicalAdvances in technology are very likely to impact on this area. Having said that, any significant new technologies are likely to take a long time to become established because they normally require investment in infrastructure to support them, consumer awareness and consumer confidence.

There appears to be a growing provision of services that incorporate mobile phone and payment systems. Examples already available include:

23 See http://www.statistics.gov.uk/cci/nugget.asp?id=94924 See http://www.printweek.com/News/MostRead/992015/Brown-reveals-plans-paperless-society-within-four-years/25 See http://www.unep.org/resourceefficiency/

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4.4.1 Cash Manager CardOperated by O2 and NatWest (http://money.o2.co.uk/cashmanager.html)This is a prepaid card that has credit loaded to it directly from the consumer's bank account. It is a Chip and PIN payment card using Visa as the payment infrastructure. As the card is linked to mobile phone contract the scheme has the following facilities: It allows real time balance alerts to be sent to your mobile phone A spending limit which is governed by how much is loaded on to

the card to help budgeting Free to get and use in the UK Online management facility It can be used to top-up your mobile phone.

4.4.2 Visa payWaveVisa payWave can be embedded in a mobile device in order to secure mobile point of sale payments. Visa has demonstrated both NFC-based and SIM-based contactless payments. They have also demonstrated mobile money transfers between Visa accounts, both handset-to-handset and online-to-handset. The scheme includes mobile transaction alerts giving near real-time notification of card purchase activity delivered to a mobile device. Visa are running trials for similar payment systems globally. The key focus seems to be around person-to-person payments.

4.4.3 Paymo (http://www.paymo.com)This is a mobile phone based payment system, currently being used for online payments. The user selects the “pay by mobile” option where available and then enters their mobile number. An SMS is sent advising them of the transaction which they reply to with a "Y" to confirm that the transaction is genuine. In theory, this could provide security whilst eliminating the need for users to memorise numerous passwords/login details. At the moment, it's only available from limited sources. There is a risk that it will not become widespread enough to make it a genuine alternative payment method.

4.4.4 sQuidsQuid is a prepaid contactless smart card. It has been combined with a variety of other cards including one for Greater Manchester

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Passenger Transport Executive (GMPTE) which allows payment for travel on Arriva buses as well as retail payments. GMPTE are responsible for providing public transport information for Greater Manchester. The contactless smart card can be topped up by a maximum of £100 with the balance and transactions being managed online.

Key selling points include: Don't need to worry about having the right change or

identifying specific coins or notes Can't be given the wrong change No PIN number to remember Can be used for transport/retail/leisure/library Potential to trigger RNIB React messages Credit is stored in 3 separate areas to allow specific types of

transaction - e.g. Transport money is separate from retail money which is separate from library/leisure services - can't overspend and not have enough to get home!

Concerns: How do you confirm the amount being charged? What happens if your card is lost or stolen? Is the process for topping-up/monitoring transactions

accessible Can only be used for small transactions

4.4.5 StagecoachSmart travel cardStagecoach Group is currently the first UK transport group to pioneer the Government's preferred technology for smart cards across both bus and train services. They have developed their own smart card using the ITSO standard as recommended by DfT and are the first UK bus operator to roll out a smartcard system across an entire operating area with the launch of StagecoachSmart throughout Cambridgeshire26.

Stagecoach anticipates completing the installation of smartcard enabled technology on its entire UK bus fleet by November 2010. The roll out of the StagecoachSmart travel card is expected to continue across the UK bus division, including the potential to integrate with other operator's services in the future. They are also the first company to introduce a smartcard system on the UK rail

26 http://www.stagecoachgroup.com/scg/media/press/pr2010/2010-06-28/

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network, under South West Trains. In 2008 their system was introduced on 54 stations, with expansion planned to 80 stations by the end of 2010.

4.4.6 Mobile ApplicationsRecent developments in smart phones and the software they use, present some opportunities for improving accessibility to payment systems. The idea of all smart phones being manufactured with near field communication technology incorporated is currently being discussed. Visa has already shown a great deal of interest in exploiting opportunities for using near field communications. One of the key drivers is the international markets where other payment methods are less well developed. An example would be in developing countries that saw a massive take-up in the use of mobile phones generally. These areas do not have the complex payment infrastructure already present in developed countries, making it much easier to introduce a new system that requires a different infrastructure.

This does depend heavily on their being accessible smart phones available. While a lot of work has been done, the move to use touch screen technology could limit accessibility in future mobile phones.

4.4.7 Virtual paymentsIncreasingly, online payments can be made using virtual currency27. In this scenario, the consumer purchases a number of credits which is either through a secure online transaction or top-up card. The consumer can then make payments for specific items using their virtual credits. Making payments in this way removes the need for a credit or debit card to be used during the transaction. There is a general perception that using credit and debit cards online leaves the consumer vulnerable to fraud, so this payment method could be very attractive. The consumer has control over the funds that are available in the account which allows them to reduce the potential impact of any fraudulent use.

However, the processes of obtaining credit still need to be accessible. If a top-up card is used, the consumer needs to enter a long security code into a website before the credit is applied to their account. If payment is made online, there are still security measures to negotiate as discussed in section 3.1.8.27 See http://en.wikipedia.org/wiki/Jambool

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4.5 Additional opportunitiesThere are a number of initiatives underway in the market place. There is a general perception that electronic payment systems are more inclusive than traditional systems and organisations are keen to look at social inclusion angles. Some live projects that need to investigate further and keep track of as our project develops:

1. RNIB has joined a consortium bidding for work to develop accessibility standards for self service kiosks (EU ICT PSP 3.3 E-Accessibility for Public Digital Terminals). Regardless of our success with the bid, the work of this project could have significant implications for the project team.

2. Royal Holloway, University of London is home to The Smart Card Centre (SCC), founded by the university, Vodafone and Giesecke & Devrient. The primary objective is to create a world-wide centre of excellence for training and research in the field of smart cards, applications and related technologies28. The SCC has links with several major providers and deployers of smart card technology, including TfL, MasterCard, Visa and O2. Since TfL's Oyster card is likely to be key transport payment method for the 2012 Olympic and Paralympic Games, working with TfL and SCC on making Oyster more accessible would help people and act as a benchmark for other schemes.

3. SNAPI has been developed as a means to allow disabled people to adapt technology (such as ATM’s, and computers) to their needs. A SNAPI card stores their individual user preferences. When used with a machine that can interpret the SNAPI requirements, the changes are made. This means that the user is not having to configure a system every time they use it

4. Visa are currently planning their strategy around payments for the 2012 Olympic and Paralympic Games. As the sole payment provider at the Games, any influence RNIB can have on Visa to introduce accessible payment solutions would help us to achieve a number of our goals. They are also one of the market leaders in developing near field communication payment methods and operate the world's largest consumer payment system29. Although no specific project collaborations have been discussed, they are interested in working with RNIB on card design. It would be very helpful if RNIB can engage with them on broader issues around ePayment systems.

28 http://www.scc.rhul.ac.uk/index.php29 http://www.answers.com/topic/visa-international

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5. Most of the UK high street banks are operating financial capability programmes30. RNIB's synthesis of research showed that there is a knowledge gap between blind and partially sighted people and the services available to them. This is likely to be made worse as familiar payment systems change. There appears to be a willingness for high street banks to work with RNIB to improve financial capability. It will be vital for the work we do in ePayments to include a strong education theme.

6. We need to engage with local authorities to find out how they are implementing the DfT strategy for smart and integrated ticketing systems. This could include: Bolton Council for the sQuid card trial Bracknell Forrest Suffolk Xcape card

7. The UK Payments Council have expressed an interest in funding research into the specific needs of blind and partially sighted people in relation to electronic payment methods. They have carried out research into the reasons why people currently like to use cheques, which is expected to help them ensure that alternative payment systems fill the needs currently covered by cheques.

30 http://moneysense.natwest.com and the "Banking on Brighter Futures" by Barclays

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5.0 Conclusions

The findings of this report provide a broad picture of the current situation. The literature review has shown that there is a lack of research into the issues blind and partially sighted people face when using ePayment solutions and that electronic payment systems are up and coming and therefore need to be reviewed further. Whilst the team only had a limited period in which to conduct the review, the lack of research was apparent. This suggests that whilst research may exist it is not freely available in the public domain. As such it is likely that industry stakeholders are not fully aware of the issues blind and partially sighted people face by the lack of accessibility features in ePayment solutions. Therefore there is a need for RNIB to conduct focussed research into the common ePayment methods. By doing this RNIB can provide the industry with the information needed to provide more inclusive solutions which will remove the barriers which currently exist.

The technology review highlights that each ePayment system has its own draw backs and that a holistic approach to these solutions is needed in order to bring about accessibility improvements. As such it will be necessary to provide guidance on all aspects of the major solutions from location in the environment to interface design. Only by doing this will these solutions become better for blind and partially sighted people.

Finally, and most importantly there are a number of plans to extend or roll out ePayment systems in the UK. It has been noted that the payments industry generally consolidates around several of payment methods. This will be to facilitate a high level of saturation but also because these solutions are not cheap to implement. As an example, there are a number of Chip and PIN manufacturers producing solutions for retailers and service providers, yet the method of payment is the same, Chip and PIN. Whilst this report highlights a number of different methods, it is important that, in the short and medium term, RNIB understands and latches onto those methods which the industry is looking to implement. In the long term RNIB should draw its attention to other ePayment methods but only once the issues which affect the short and medium solutions have been thoroughly investigated.

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6.0 Recommendations

6.1 Engage with the EU and key stakeholders regarding the Payment Services Directive

As this involves providing information to consumers RNIB needs to make sure that the information provided is accessible. Therefore RNIB needs to: Review the current work to determine if accessibility is written into

the directive Engage with the EU directly to make sure accessibility written into

the directive. Engage with payment providers to make their information,

products and services accessible to blind and partially sighted people.

6.2 Engage with the Department of Transport on contactless card rollout

As the Department for Transport (DfT) are planning on rolling out contactless card ticketing systems, RNIB needs to make sure that the system is accessible to blind and partially sighted people. Therefore RNIB needs to engage with the DfT and the scheme to: Understand the impact of the scheme and the technology behind

it Determine if a functional specification of the technology is needed

to give to the scheme. Determine if there is a “user group” (likely to be Disabled Persons

Transport Advisory Committee (DPTAC)) associated with the initiative which RNIB can join to feed our requirements in

6.3 Engage with the Payment Council

As the Payments Council has a level of control over payment methods in the UK it is important that RNIB can champion the needs of blind and partially sighted people to that group. This work should include: Performing research in conjunction with the Payments Council

given that they are interested in funding RNIB

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Work with other disability organisations on the withdrawal of cheques

6.4 Critically review up and coming technology

The report highlights that the push from the different sectors appears to be on the adoption of self service kiosks and contactless payment methods. Therefore RNIB should perform detailed research on both of these technologies so that it can have a strategic aim when consulting with key stakeholders. The following should be performed:

6.4.1 Contactless payment systems Identify manufacturers who produce contactless systems Engage with The Smart Card Centre (Royal Holloway University

of London) to gather expertise and knowledge Gather user feedback on the use of current contactless cards

(Oyster etc) Investigate Near Field Communication further by working with a

stakeholder (potentially Nokia) to fully understand this technology and the benefits and barriers it brings.

Generate a functional specification on both contactless card and Near Field Communication based solutions.

6.4.2 Self Service Kiosks Identify manufacturers who produce self service kiosks Pending a successful bid, participate on the EU project E-

Accessibility for Public Digital Terminals. Perform research to catalogue and understand the different types

of kiosks which exist. Perform research with end users to identify the benefits and

barriers of the different kiosks. Consolidate the knowledge of all known accessible touchscreen

devices and research their implementation to determine the most effective way of delivering accessible touchscreen solutions

Using all of the above, generate a functional specification on the preferred implementation of self service kiosks and what can be done to improve their accessibility

Engage with key stakeholders (such as NCR) to influence kiosk design

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6.4.3 Smart metering Identify manufacturers who produce smart metering solutions Perform research to catalogue and understand the different types

of solutions which exist. Perform research with end users to identify the benefits and

barriers of the different solutions. Using all of the above, generate a functional specification on the

preferred implementation of smart metering solutions and what can be done to improve their accessibility

Engage with key stakeholders to influence smart metering solutions

6.5 Implement exemplar banking services

Working with banks to promote an accessible banking service. This should include the following Access to banking information and literature Access to account information and statements (likely to exist at

this time) Access to online account services (including paperless billing) Access to ATMS

6.6 Use the Olympic and Paralympic Games to leverage positive change

As London is hosting the Olympic and Paralympic Games in 2012 there should be a high level of expectation placed on the accessibility of these games given that the UK has disability discrimination legislation. In terms of having a positive effect on ePayment solutions, this should provide RNIB with a vehicle to make recommendations to both VISA and TfL which cannot be ignored.

6.7 Establish, maintain and improve relationships with key stakeholders

Within the payments sector there are a number of big companies who have influence over ePayment methods and solutions. Therefore it is imperative that RNIB engages with these companies (such as VISA, MasterCard and NCR) to improve the accessibility of

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these methods and solutions. It is also important for RNIB to work with organisations similar to ourselves to maintain a collaborative approach.

6.8 Determine whether ePayment systems, wayfinding systems and retail can be linked

As ePayment methods, such as contactless card and loyalty cards are being rolled out across the country to pay for journeys goods and services, it would be advantageous to determine if these can be linked with wayfinding solutions (such as RNIB REACT). This would include: Research to determine where ePayment wayfinding solutions and

retail can be combined into one solution Review SNAPI to determine how it can be used further Identify ePayment and wayfinding partners to be involved Understand the technical requirements for all systems to

determine if they can be linked Use current examples (RNIB REACT in Edinburgh) to determine

the best solution If it is possible, produce a functional specification to provide to

manufacturers and produce a prototype with the key partners

6.9 Review security issues

The issue of personal security when it comes to making transactions is of paramount important. Therefore RNIB needs to understand the effect new ePayment methods will have on a blind or partially sighted person’s security. This should include: Produce a catalogue of verification and authentication systems

(including CAPTCHA, 3D secure and debit card readers) Gathering user feedback to determine any security issues facing

blind and partially sighted people. This should include fraud prevention and security verification (online/offline and identify theft)

Engage with banks to understand their requirements for maintaining security and reducing risks

Integrating the findings of this research into the functional specification of different solutions when they are written.

Work to make the consequences of fraud more accessible for blind and partially sighted people

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6.10 Continual Review of New Technology

As the payments industry is constantly evolving it is important to keep up to date with developments and feedback to the industry where applicable. This should involve the following: Review card design and how new cards can be used Review Personal Area Networks and understand how they can

be used as an ePayment method Create a watching brief document which highlights new solutions Submit regular updates to Programme E

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Appendix A: Literature review of the finance stream

S. No.

Title Source

1 State of the eNation Reports by AbilityNet

http://www.abilitynet.org.uk/enation

2 User Trust in eCommerce Services: Perception via Screen Reader

http://ieeexplore.ieee.org/Xplore/login.jsp?url=http%3A%2F%2Fiee

3 How to make the process of e-Banking accessible to people with disabilities

http://www.tiresias.org/research/guidelines/ebanking.htm

4 Easier banking for those who are blind

http://www.esight.org/view.cfm?x=1254

5 New Authentication Solution in On-Line Banking for Visually Impaired Users

http://www.axistive.com/new-authentication-solution-in-on-line-banking-for-visually-impaired-users.html

6 Barclays Accessible Online Banking

http://www.barclays.co.uk/accessibleservices/online_banking.htm

7 Accessibility & Usability for e-Government

http://www.frontend.com/accessibility/accessibility-usability-for-e-government.html

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Appendix B: Literature review of the retail stream

Topic Title Year Author/agency Country Subjects FindingsChip & PIN Checking out

chip and PIN (Northampton)

2003 APACSBritish Retail Consortium

UK Disabled & able bodied

Three months into the trial in July 2003, showed that 89% were aware of chip and PIN and 83% were in favour of its introduction

Disabled customers generally viewed chip and PIN positively, but experience varied depending on the type of disability.

Contactless Issuer and Merchant Best Practices:Promoting Contactless Payments Usage andAcceptance

2009 Smart Card Alliance

USA n/a Issuer best practices for driving consumer awareness and use of contactless payments,

Merchant best practices for driving consumer use and accepting contactless payments successfully at the point-of-sale (POS)

Contactless Contactless Payments:

2006 Smart Card Alliance and

USA 3,135 people, representative

Of the over 2,400 respondents who indicated that they have

Consumer Attitudes and Acceptance inthe United States

Javelin Strategy & Research

for gender, age and household income compared to the online consumer average

used or are likely to use a contactless payment option, 84% considered the option to be at least as safe as a magnetic stripe credit or debit card.

In fact, 41% of both current users and future adopters cited contactless payments being "a secure way to pay" as a reason to use contactless payments.

Contactless Contactless payments

2007 Smart Card Alliance

USA n/a Series of presentations outlining market analysis

Contactless Aberdeen Data on Contactless Payments: A Retail Snapshot

2007 Smart Card Alliance

USA Demographics of 180 Survey Participants-Jan 2007 Benchmark Report

Overall customer experience, faster transaction time and overall confidence in shopping given as top three reasons for contactless

Pre-paid Payment Systems Evolution and Branded Prepaid Card

2009 National Branded Prepaid Card Association

USA n/a It is the intent of this report to objectively analyze the payments options available to consumers, the relative costs and benefits and what the

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Analysis future portends.

Pre-paid Attitudes and PurchasingBehaviours of Recipients ofNetwork Branded Gift Cards

2008 National Branded Prepaid Card Association

USA Of the total number (8,234) of usable responses, 2,380 respondents reported having received NBGCs.

Various

Pre-paid Underbanked Reloadable PrepaidCard UsersA Public Opinion Survey

2009 National Branded Prepaid Card Association

USA Online survey of 400 underbanked adults who have used a reloadableprepaid card

Reloadable prepaid cards are most used for online shopping (64%),

everyday purchases (56%), paying bills (52%), to keep spending within a budget (41%), to sign up for services like phone/cable (39%) and for getting cash at an ATM (37%).

Chip & PIN New research 2004 Chip and PIN UK 350 disabled A large majority (86%) were

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shows disabled people welcome chip and PIN

Programme and older cardholders in 11 locations across the UK

happy to use the new system Most found entering a PIN

easy to do Visually impaired cardholders

felt that they could complete a purchase more easily on their own

NFC/Contactless

Quantitative Evaluation of NFC BasedContactless Payment Systems in Retail

2009 17th European Conference on Information Systems

EU ? Info on throughput rates

Mobile payment

Past, present and future of mobile payments research:A literature review

2007 Electronic Commerce Research and Applications

EU ? Review prior literature on mobile payments, analyze the factors that impact mobile payment services markets, and suggest directions for future research in this still emerging field.

Mobile Payments

Pocket shopping:International consumer

2009 Consumer Focus

UK International comparative mystery shopping study

The findings reveal the need to increase market choice and competition, enhance innovation to overcome

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experiences of buying goods and serviceson their mobile phones

in 11 countries between July and September 2009

technical impediments, and improve business practices and consumer protection in m-commerce

Mobile payments

Proximity Mobile Payments: LeveragingNFC and the Contactless FinancialPayments Infrastructure

2007 Smart Card Alliance

USA n/a This white paper will focus on the implementation of proximity mobile payments using NFC-enabled mobile devices and the contactless financial payments infrastructure

Prepaid 2.3 billion prepaid card transactions in Europe by 2010

2006 pse consulting UK/EU ? Review of the prepaid market in the next 5 years

Retail THE STORE OF THE

FUTURE 2012-15

2008 Centre for Retail Research

UK/Int 300 retailers (27,000 stores and €308bn sales) in seven European countries and

The Centre for Retail Research has been commissioned by Visa Europe to investigate the Store of the Future 2012-15 by interviewing 300 retailers

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1,000 shoppers.

(27,000 stores and €308bn sales) in seven European countries and 1,000 shoppers.

Chip & PIN The retailer experience of chip and PIN

2005 Centre for Retail ResearchVisa Europe

UK This telephone survey of a structured sample of 600 retailers

Retailers found Chip and PIN easier to use (81.0%) and that more than 90% of customers were confident about Chip and PIN

62% of companies found that Chip and PIN transaction times were marginally faster

71.7% of retailers found that the Chip and PIN project was ‘very easy’ or ‘quite easy’ to implement compared with other IT projects

Chip & PIN 2007 UK Chip and PIN Report

2007 APACS UK Various 77% of consumers liked using Chip & PIN; 93% found using Chip & PIN was easier than signing and 85% found that using Chip & PIN was faster than signature. Source: “Attitudes to Card Fraud”, APACS 2006.

Leonard Cheshire, found that

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more than half of those surveyed (1000 surveyed) had problems using Chip & PIN machines

Chip & PIN More than half of disabled people find Chip and PIN too difficult to use

2007 Leonard Cheshire

UK 1000 people with a disability

More than half of disabled people surveyed (54 per cent) had problems using Chip and PIN machines

More than a third (35 per cent) of disabled people would prefer to return to their old signature cards

Contactless Contactless Payments: Consumers,Retailers, and Issuers Perspectives

2008 Smart Card Alliance

USA 1,500 online respondents and 500contactless debit/credit users

9% of population are contactless payments users

Awareness has grown: 15% in 2006 to 25% in 2008

Users like contactless: 63% believe contactless is faster, 56% believe contactless easier than magstripe

68% of contactless users believe contactless is at least as secure as magstripe debit/credit w/signature

Safety concerns among

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unlikely users has decreased since 2006

Safety concerns are about the same as other payment types for contactless users (46%) Pin debit = 57%, Sig debit/credit = 54%, Check = 48%, Contactless = 46%

NFC US Consumer Attitudes, Preferences, and Interest Levels Related to NFC-Enabled Mobile Commerce

2008 ABI Research USA 1005 respondents in the United States

NFC-enabled handset readiness very much depends on consumers’ satisfaction that the technology meets key criteria and concerns

Contactless Smart cards in the U.S.: Contactless Payment

2006 Report Buyer USA n/a Report estimates that total contactless credit and debit cards in U.S. circulation will reach 109 million by 2011.

Meanwhile, the number of contactless transactions, nearly 777 million in 2006, is expected to reach 2.2 billion

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by 2011.Contactless Contactless

cards win over users, but struggle to reach the mainstream

2008 Javelin Strategy and Research

USA 500 contactless card users

92% think the technology is fast and easy to use.

Over 22% making payments with their contactless cards more than six times per month.

Contactless card users are keen on mobile payments. The research found 43% are likely to use a handset as a mobile wallet, compared to just 19% of people who don't use contactless cards.

Nearly half - 47% - of contactless card owners would even switch carriers in order to make mobile payments.

Contactless Contactless payment proves popular with users

2006 Philips and Visa International

USA ? Retail purchases with a mobile phone were particularly well received, as participants found Philips NFC technology and Visa contactless payments easy to understand,

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convenient and fast.Online Retailers Need

Greater Online / Offline Integration To Satisfy Customers, Say Studies

2010 ForeSee reports

USA/UK Customers in the UK and the US state they are more satisfied with retail sites last year than in 2008; approval has risen by 6.5% in the UK to 71 points, while in the US it has improved to 79 points

There is also a marked difference in the performance of pure play online retailers vs. store based competitors. On average, those who only sold products & services online scored an extra 4 satisfaction points

E-payments “My Money in E-Purse” Searching Problems in Self Service User Interface

2007 Lecture Notes in Computer Science

? The result of this study shows that both target groups had approximately same problems with the interface; however, these problems are more severe for the older groups.

The common problems which both groups have with the interface are being timed out

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by the system, failing to enter password for card, failing to enter required password for e-purse

Kiosks Self-Service Survey (2007): Customer Perspectives on Self-Service Technology

2007 Net World Alliance

USA ? ?

Kiosks 2009 Self-Service Consumer Survey

2009 ? ? This survey of 1,000 consumers about their self-service usage, likes, dislikes and expectations

?

Kiosks Study: Customer adoption of self-checkout growing

Forrester Research for Catapult Action-biased Marketing

USA A benchmarking study earlier this year showed that more than 70 percent of respondents have adopted using self-checkout lanes inside stores

52

Kiosks Consumer Usage Of Kiosks And Self-Service Checkout Tools

2009 Forrester USA ? Sixty-one percent of US online adults are interested in scanning and paying for purchases using self-checkout at places like the grocery store. Other retailers are also likely to benefit from self-service tools: 74% of consumers who have used an in-store kiosk report that these tools are "useful."

E banking Accessibility of electronic commerce and new service and information technologies for older Australians and people with a disability

2000 Australian Human rights Commission

AUS ? Multiple

Mobile payments

UK survey highlights consumer

Mobile Payments World

UK ? New research reveals 60% of UK consumers believe mobile tickets are more convenient

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demand for mobile tickets

and easier to use than standard printed tickets

Kiosks Evaluating Accessibility of Public Information Kiosks

2004 Sungkyunkwan University

Korea ? ?

Prepaid PREPAID CARDS

1994 Working Group on EU Payment Systems

EU ? ?

ePayments Latest study shows that where we live shapes how we pay

2009 Payments Council

UK 3,859 adults Plastic cards: If you live in the South East you are most likely to have a plastic card (97%), whereas if you live in the West Midlands you are least likely to have one (86%).

Phone or internet banking: If you live in the South East you are most likely to use phone or internet banking (59 per cent), whilst if you are in the North East you are least likely to (46%).

Cash: Adults in East Anglia

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make the lowest number of cash machine withdrawals (51 per person annually).

Cheque usage:  Fewer Scots write cheques* than in any other region (20% compared to the average for Britain of 31%), whilst Londoners depend on cheques the most (39%). The national average of people using cheques regularly fell by 6% between 2008 and 2009.

Online purchase

Internet Card Use (2008)

2008 UK Cards Association

UK 32.5 million adults purchased goods and services over the internet, equating to 65% of the population.

538 million card payments were made online with spend of £41.2 billion. Of these payments, 48% were made using debit cards and 52% using credit or charge cards.

The average values of online debit card and credit or charge

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cardtransactions were £74 and £79 respectively.

Online shopping

State of the eNation Reports

2004 AbilityNet UK Of the UK’s five most prominent supermarkets only one has a website which meets the basic accessibility needs of disabled customers

Online shopping

Effects of consumer characteristics on their acceptance of online shopping: Comparisons among different product types

2008 Computers in Human Behaviour

Holland The determinants of online shopping acceptance differ among product or service types.

Additionally, personal innovativeness of information technology (PIIT), perceived Web security, personal privacy concerns, and product involvement can influence consumer acceptance of online shopping, but their influence varies according to product types.

e-shopping Consumer e-shopping

2007 Journal of Business

USA college students

Consumer perceptions of usefulness and attitude toward

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acceptance: Antecedents in a technology acceptance model

Research (n = 298) e-shopping influence intention to shop online, while perceived ease of use does not influence attitude toward e-shopping

Online shopping

Online Shopping Acceptance Model - A Critical Survey Of Consumer Factors In Online Shopping

2007 Journal of Electronic Commerce Research

USA ? Extensive survey of extant related studies and synthesized their findings into a reference model called OSAM (Online Shopping Acceptance Model) to explain consumer acceptance of online shopping

e-commerce

User Trust in eCommerce Services: Perception via Screen Reader

2002 2009 International Conference on New Trends in Information and Service Science

USA

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Appendix C: Literature review of the transport streamThe reports for the information below can be found at: G:\Innovation\Projects\P44 - e-payments\3. Research\Research papers from the transport stream

Sector Type of technology

Name of research

What it covers Document name

Transport NFC mFerio: The Design and Evaluation of a Peer-to-Peer Mobile Payment System

In this paper, we present the design and evaluation of a Near Field Communication based mobile p2p payment application called mFerio which is designed to replace cash-based transactions. We first identify design criteria that payment systems should satisfy and then explain how mFerio, relative to those criteria, improves on the limitations of cash-based systems. We next describe mFerio’s user interface design and implementation, focusing on the balance between usability and security. Finally, we present the results of a two-phase user study, involving a total of 104 people, which shows that mFerio is fast, accurate, easy to use, with low cognitive load – even outperforming cash in common situations. NFC01.pdf

Contactless Cards

Mobile Payment Market and Research –

The mobile payment market is currently under transition with a history of numerous tried and failed solutions and a future of promising but yet uncertain possibilities with contactless RFID and other new potential technologies. CC1.pdf

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Past, Present and Future

At this point of the development we take a look at the current state of the mobile payment market, review prior literature on mobile payment services, analyze the different factors that impact the market, and give directions for future research on this still emerging field. To facilitate the analysis, we propose a framework of four contingency and five competitive factors, and organize the contemporary mobile payment research under the proposed framework.

A Study Looking the Electronic Payment Market

The aim of this paper is to make an analysis of the electronic payment market. We identified the most important characteristics of the electronic payment systems especially those mentioned by the European Central Bank. Introduction: Nowadays, in the electronic payment market, people make different payments using many different devices. The concept that is used for such devices is electronic channels [Milutinovic, 2003]. This are: fax, Internet, call centre, digital television, ATM, POS, cards (classic plastic card, chip card, card with antenna), e-mail, Internet, wireless devices (mobile phone, tablet PC, PDA, Smartphone). In addition to this, inside an electronic payment system there are many complex financial circuits. A financial circuit is the way the digital money arrives from the payer to the payee, using intermediaries like banks, financial

CC2.pdf

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institutions, payment organizations, payment servers’ owners and private companies. Besides, there are many payment instruments for issuing and storing e-money and different procedures to make the transactions settlement.

Diffusion of the ‘Octopus’ Smart Card E-Payment System: A Business and Technology Alignment

ABSTRACT The Octopus smart card is the most popular smart card in the Hong Kong Special Administrative Region (HKSAR), China. This case study traces the strategic moves of Octopus Cards Limited (OCL) in building an e-payment system and boosting its growth from limited deployment for transport payment in the initial stages to payments for various alternative forms of business transactions such as parking meters, supermarkets, restaurants, printing services in libraries, etc. The case highlights the importance of business and technology strategies and their alignment in rapid diffusion of the Octopus smart card and its continued dominance of e-payment business in Hong Kong. CC3.pdf

  The 2007 EP study is part of an ongoing effort by the Federal Reserve System to measure and analyze trends in noncash payments in the United States. The 2007 EP study looked at “core” electronic payment instruments and at prepaid cards. The core study produced estimates of the transaction number and CC4.pdf

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dollar value of the established payment types: debit cards, credit cards, Automated Clearing House (ACH), and electronic benefits transfers (EBTs). Like previous EP studies, it also looked at emerging payments. The prepaid card study looked at prepaid cards. In the previous EP studies, prepaid cards were discussed as part of the emerging payments section. In the 2007 EP study, data on prepaid cards were formally collected, and estimates of the transaction number and dollar value were included in recognition of their growing importance. Responses, however, were relatively low.

Accessible transport - market forces v human rights?

A key element in removing discrimination against disabled people, and in providing access to jobs, schools and other activities, is transport. To achieve this, there must be accessible transport available. All the above legislative measures recognise this, and incorporate requirements for the provision of fully accessible transport systems. Again, at the European level, the recent Citizen's Network Green Paper has accessible transport systems at the heart of future European transport policy.

CC5.pdf

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Developing an accessible transport strategy

The purpose of this paper was to review theHampshire County Council's current approach to the provision of accessible transportation, identified the various ways of responding to thetravel needs of elderly and disabled people and recommended a future approach

CC6.pdfDisability and transport- experience with specialised transport in Norway

The main aim of this paper is to discuss the important issues related to the mobility of the people with some sort of disability, and what kind of accessible public transport services than can benefit the mobile of this market segment. In section 2 we clarify who are usually consider4ed as mobility handicapped and review transport services that will benefit people with mobility handicaps CC7.pdf

Documentation needs translating

Documentation needs translating

CC8.pdfIdentifying accessibility problems and appropriate solutions for socially

The paper describes a detailed programme of research that was carried out in the Barnsley Dearne area of South Yorkshire, in order to identify the accessibility problems and requirements of residents (particularly those without access to a car) living in some of the most socially excluded areas of the County, and to develop – in partnership with the residents and service

CC9.pdf

62

disadvantaged groups

providers – a range of innovative and effective solutions. The objectives of this study were to develop practical solutions, customised to local circumstances, and to develop more generic methodologies that could be applied to address local accessibility problems more widely across South Yorkshire and elsewhere in the UK. The results have been fed into an Action Plan

Implementing smart card payment systems for transit with multiple partners: examples from Germany and the USA

This paper highlights partnerships to implement smart card systems for transit. First, the advantages and disadvantages of cooperation among multiple transit operators within a region were considered. Then, partnerships between transit operators and providers of other types of goods and services are reviewed. Recent experiences with smart card system development and 101 implementation in the United States and Germany are presented. In each example, the complex challenges to implementation of smart card payment systems are revealed. Though new technologies open up a wide range of possibilities for various agencies to mutually address business goals, the related organizational and institutional issues can result in unforeseen and sometimes insurmountable barriers to project implementation. CC10.pdf

Smart Card Data For

The focus of this paper is three bus routes and two Underground stations that illustrate new information CC11.pdf

63

Multi-Modal Network Planning In London: Five Case Studies

about route connectivity, intermodalism and duration of journeys, and interchange times that could be made available to transport planners using smart card data. A prototype information system covering the entire Transport for London (TfL) bus and Underground network has been developed based on this research and work is on-going to estimate a complete origin-destination matrix for the London bus network using smart card data and other sources.

Learning disabled people - forgotten passengers?

This paper focus on people with severe learning disabilities accessing public transport and travelling independently. The research was commissioned by Agencies in Consortium for Education and Training (ACET), whose members come from voluntary and statutory agencies that provide education and training for people with disabilities in South and East Belfast. The project was funded by the Department of the Environment (NI), Department of Education (NI), the Training and Employment Agency and the South and East Belfast Health Trust. The project had four main research aims, one of which was: "To identify the range of variables which promote or hinder the development of independent travel for children and adults with severe learning disabilities." CC12.pdf

Lessons The paper comprises a number of sections. In the next CC13.pdf

64

from the use of smartcards for public transport payment in Finland

section, we outline the background of the Finnish systems that were studied in the ADEPT 1I project and compare the different institutional and technical approaches that were adopted. In the third section we summarise the results of a series of before and after studies that were carried out in each city to establish the true impacts of the systems on the operational performance of services and on passengers' attitudes and behaviour. In the final section we attempt to draw out some general lessons concerning the factors affecting the success of smartcard applications.

Older and disabled people’s need and valuation of traveller information in public transport

The purpose of this work was to study the need and valuation of traveller information in public transport among older and disabled people in order to understand what traveller information is needed when planning a journey, how the need of traveller information derives from the presence of a disability and if this relates to the degree of functional limitations. The limitations of the study are that it deals with pre-journey traveller information for regional journeys (>100km) by train and bus only and that functional limitations as a result of loss of cognitive skill are not included. CC14.pdf

Nationwide implementat

The primary aim of the project is to make travel by public transport services provided by the partner CC15.pdf

65

ion of public transport smartcard in the Netherlands

organisations within the consortium simpler, easier to understand, convenient to use and safer in the travel environment. The smartcard itself is of credit-card size with a built-in (non-visible) memory chip. The card system is based on contactless technology and fares collection is done automatically. For data protection, personal details and the travel data are subject to the Dutch Personal Data Protection Act. Without the prior permission of the cardholder, the information cannot be made available for other purposes other than what is originally intended and agreed.

Public Transport market instead of public transport planning? Experiences with end user financing in the Netherlands

This paper reports on the achieved results of the experiment. In particular, we present the experiences of people using the Pioneers Cards, and the developments in public transport provision

CC16.pdfSmartcard This paper aims to present more up to date information CC17.pdf

66

projects in the Netherlands

regarding the TRIPPERPAS experiment and to describe some of the recent developments in the Netherlands.

Social benefits and costs of public transport chip card in the Netherlands

no reported aims of the paper

CC18.pdfThe Disability Discrimination Act and public transport provision - an analysis of the act and its expected effects with reference to experience

This paper attempts to analyse specifically what the DDA aims to achieve in the area of public passenger transport services, how it aims to achieve it and to offer some thoughts about how successful it might be.

CC19.pdf

67

in tile USA

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