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User Experience Strategies

Driving Adoption of Digital Wallets and Contactless Payments



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Report Summary:

Contactless payments and digital wallets have been around for several years. In China, they are ubiquitous. In the West, however, they have been much slower to catch on.

The pandemic made contactless payments more attractive to consumers, but the lack of physical points-of-sale available to use them inhibited growth.

Online growth surged during 2020 which should have increased consumer interest in digital wallets.

This report addresses the following questions:
  • How is the usage of contactless payments evolving?
  • Which consumer segments are using them?
  • Which consumers interested in utilizing digital wallets?
  • What features of digital wallets are most important to consumers?
  • For companies introducing credit cards for digital wallets, what incentives are key to drive adoption?


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