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This report covers findings from Stage 3 of a co-funded Swinburne University/460degrees research project into the social and psychological enablers and barriers to digital wallet usage which ran from August 2019 to April 2020. Findings suggest a tension between convenience and concern that affected perceptions of trust in the digital technologies.

Key findings:

  • Psychological and social factors affect perceptions of trust - There was a wide variance in what constituted the boundary between private and public personal data. This affected what type of data should be shared and protected, and the level of control each participant felt they needed over their personal data and its usage.
  • Perceived benefit from sharing data - In most cases, concerns about the collection of personal behavioural data on phones or smart devices for use by third parties were balanced against the perceived personal benefit the App/device provided.
  • The Melbourne Wallet – There was a mixed reception to the idea of a Melbourne Wallet with a lack of clarify about the value it could offer to locals or internationals.
  • Smart Cities and the IoT – There was a range of feelings about smart cities underpinned by themes identified elsewhere in this report. Areas of concern were around protection of self and loved ones; data collection and usage; and intrusion into the home (considered by many to be a private area).
  • Additional research – This research suggested trust was a key consideration with concerns about risk being mitigated by the meeting of a perceived personal need, some control over privacy of personal information, reputational trust in the provider and an easy to use App design.


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