Mobile Payments in the Netherlands

Problem

Dutch consumers overwhelmingly pay for purchases with a bank debit card rather than cash. How ready are they for other transaction services, such as mobile wallets, money transfer apps, or alternative financial service providers?

Objective

Our task was to identify what kinds of transaction services Dutch consumers use while in public, and why they choose some services over others.

Approach

We interviewed people living in the Netherlands about how they make payments while away from home. We used two main methods: the portable kit method (in which interviewees are asked to about the things they carry with them on a daily basis) and home tours (asking participants to show us how they manage financial data around the home).

Outcomes

Our findings indicate that Dutch consumers depend heavily on Dutch financial products and services, and use a narrow range of products and service providers. However, they are slowly beginning to explore new ways of transacting, such as via specialised apps or mobile banking features. Our interviewees were concerned about security and fraud, but view change in payments as inevitable. They expect that they will have to change their practices in the future.

This exploratory study uncovered a number of themes for further research:

  • How and when consumers decide to shift from banks to non-bank financial service providers
  • Openness to financial management tools, such as pension dashboards
  • Factors deterring people from buying insurance from an insurance company rather than a bank (e.g., habit, information availability, trust issues, product characteristics)
  • Which kinds of mobile transactions people will or won’t make when away from home (due to perceptions of security, user experience, social context, etc.)

More information

Contact us to design and implement your payments research:

  • Problem definition for companies developing payments solutions or troubleshooting low sales
  • User research on individuals and households
  • Research on payments use in businesses and institutions (e.g. B2B payments)
  • Stakeholder enagement between partnering companies / institutions (e.g. start-ups, banks, government)

Client

(confidential)