how to increase mobile registration conversions
DESCRIPTION
Users are going mobile more than ever before. They are registering for services on mobile devices and replacing browsers with apps to log into mail, get news, and share updates. Yet, the current mobile browser or app registration process is stuck in the desktop computer era. This presentation will show you: — Workflows to speed up and simplify mobile registrations — Tactics to block fake users — UX/UI best practices for mobile registration — Tips on user account protectionTRANSCRIPT
©2013 TeleSign Incorporated. All rights reserved. All material in this presentation is confidential.
MOBILE REGISTRATION BEST PRACTICES February 13, 2014
2
Visionary 2013
AlertAuthenticateVerify
Global Coverage | 200 countries | 87 languages
Chosen by 19 of the top 25 global websites
Darren BerkovitzVP and Co-founder
3
Agenda
• The Impact of Mobile Identity
• Mobile Browser and App Registration
• Mobile Identity in Action
• Checklist for Mobile Registration Rollout
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User Experience • Too much typing• Too many screens• Abandonment • Email verification takes you
out of the interface
Security• No info about the user• Fake accounts• Spam and fraud• Vulnerable accounts
Registration
5
Mobile Identity = Mobile Phone Number
A mobile number is the only truly unique and readily verifiable form of online identity.
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Account Registration
Simplified registration process
Option to learn more
Instructions on what will happen next }
}
}
} Provide both voice and SMS
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Account Registration
Tell the user why you need their phone number}We need your mobile number to verify your account, but don’t worry we won’t spam you.
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Account Registration
Confirm the user’s phone number }
PhoneID DataPhoneID Data
Assesses the risk of a phone number associated with an account registration or transaction.
Score Risk Level Recommendation
801-1000 High Block
601-800 Medium-high Block
401-600 Medium Flag
201-400 Medium-low Allow
0-200 Low Allow
N/A Neutral N/A
Phone Number 415 XXX XXXX
Phone Type MOBILE
Risk recommendation
Allow
Score 1
Risk Level Low
Score Recommendations
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Account Registration
}
Include the 4-6 digit code and your brand name in the text. Offer as many language options as your use’s speak.
Ask user to enter the code
Set expectations and provide the option to re-send the code
}
}
Offer users a voice option
}
Send Via Voice
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Account Registration
User enters code correctly
} Alert users if they enter the code incorrectly
}
Send Via Voice Send Via Voice
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Mobile Registration Benefits • Quick and simple• Low friction • Improved security• Verified phone number User enters their first and last
name to create their account.}
Account Registration
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Mobile Identity in Action
Jan
Feb
April
July
Aug
Dec
User Registration(415) 877 –
3727
Password Reset
User AddsNew Device
User Engagement
Suspicious Login Location
Account Alert
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• Global connections and route failovers • Phone number cleansing• Message encoding for all languages &
dialects
SMS and Voice Provider • UI/UX best practices• 24x7 technical support included• Reporting and dashboards
Support Services
Phone Number Data
• Phone type and carrier • Risk level and recommendation• Name and address
• User education• Provide a voice option • Link mobile and desktop accounts
Other Advice
Checklist
TeleSign USA Headquarters4136 Del Rey Av | Marina del Rey, CA 90202+1 310 740 9700 | 1 800 850 3485
TeleSign EMEA2nd Floor Kingsgate House | 115 High HolbornLondon, WC1V 6JJ | United Kingdom+44 (0) 330 808 0081
CONTACTDarren Berkovitz | VP, and Co-founderdirect: +1 310 740 9709mobile: +1 818 620 1074email: [email protected]
©2013 TeleSign Incorporated. All rights reserved. All material in this presentation is confidential.
APPENDIX
Supporting Slides
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Corrects improperly formatted phone numbers to adhere to international dialing standards. It can recover phone numbers that are undialable, increasing deliverability and call completion.
Deliverability• Improves deliverability by 10%
in average.
Phone Number Cleansing
International StandardsExamples
• Brazil added a “9” to their numbering plan in mostcities – but not all
• Argentina adds the prefix“15” to dial local mobile numbers. The prefix must bedropped from abroad.
• In Mexico, mobile numbers must be added a “1” if dialedfrom abroad (example shown)Country Code 52
Phone Number 166418866XX
Max Length 11
Min Length 11
Complete Phone Number 5266418866XX
Country Code 52
Phone Number 66418866XX
Original
Cleansing – Call & SMS
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TeleSign Verify SMS
TeleSign Verify SMS and Voice can authenticate a known user, verify a transaction, or block fraudsters from opening thousands of accounts.
SMS and Voice• Phone number cleansing• 87 languages in +200
countries• 5+ routes per country
API Integration• REST APIs• SDKs• 24/7 support
Mobile Identity• Phone number on all
accounts• Global coverage• Block suspicious users
TeleSign Verify Voice
TeleSign Verify SMS and Voice
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Delivers real-time intelligence associated with a phone number and includes phone type, phone registration information and telecom carrier.
Phone Type• High-risk numbers• Send SMS only to
SMS-enabled phones• Data returned on all records
PhoneID Standard
API Integration• REST APIs• SDKs• Dynamic data
Mobile Identity• Identify anomalies• Global coverage• Block suspicious users
Phone number 9336954XX
Country Code 34
Complete Phone Number
349336954XX
Phone type FIXED_LINE
Carrier Telefonica de Espana S.A.U.
Max Length 9
Min Length 9
City Barcelona
Country Spain
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Assesses the risk of a phone number associatedwith an account registration or transaction.
Predictive Data• Phone characteristics• Traffic patters• Reported fraud & trends
PhoneID Score
API Integration• REST APIs• SDKs• Dynamic data
Mobile Identity• Block suspicious users• Stop bad transactions• Global coverage
Score Risk Level Recommendation
801-1000 High Block
601-800 Medium-high Block
401-600 Medium Flag
201-400 Medium-low Allow
0-200 Low Allow
N/A Neutral N/A
Phone Number 310 XXX XXX
Phone Type MOBILE
Risk recommendation
Allow
Score 1
Risk Level Low
Score Recommendations