Provide seamless in-store redemption experience, 1 tap away
Overview
Background
FlamingoPay offers integrated marketing and payment solution to small businesses with physical stores, aiming to grow their customer base and improve customer loyalty. We recognised the need for roburst redemption system that results in effortless experience for both business owners and their customers.
Objectives
Launch MVP with pilot customer and gain feedback for product improvement.
Outcome
After a thorough design and testing phase, the Coupon redemption flow was implemented on Verifone VX690 as an MVP and launched with a pilot customer.
Key metrics:
End User Adoption Rate: 80%
End User Satisfaction: 3/5
My Role
I was the lead designer, collaborated with researcher, PO and developers
My Process
Research - Understanding different small business owner’s profiles
Design - Map end-to-end process flow
Design - Redemption flows mapping
Testing coupon redemption flow on payment terminal
Prototype, implement and test Promotion Creation app for internal use
Launch with pilot customer
1. Research - Understanding different small business owner’s profiles
2. Map end-to-end process flow
3. Redemption flows mapping
4. Implement and test coupon redemption flow on the payment terminal
5. Prototype, implement and test Promotion Creation app for internal use
This app is needed for internal team to put together a promotion that can then be activated on customer’s payment terminal.
As for MVP, FlamingoPay team was in charge of manually filling out the form fields.
The development intention was to have this entire process automated by auto-populating the info based on customer’s request form.
6. Launch with pilot customers
We helped our customer The Delicatessen in Dulwich Hill launch their first promotion on the VX690. On the day we helped them activated the digital promotion, put up posters for their customers to scan the QR code, and watched how they interacted with it. The offer is 10% off for all purchases over $30. When tapping phone on the terminal, the coupon with be detected, the discount will apply and the total will be adjusted.
Learning
Business goals and user needs alignment:
Balancing business goals with user needs is critical. The Punch Card flow not only met the customers' desire for simplicity but also aligned with the objectives of small businesses by encouraging repeat purchases and customer loyalty.
Pilot testing mitigates risks:
Launching the Punch Card flow with a pilot customer allowed for real-world testing in a controlled environment. This approach mitigated risks associated with a broader rollout, enabling the identification and resolution of any unforeseen issues before widespread implementation.
Scalability considerations are crucial:
Anticipating the growth of the user base and ensuring the redemption flow's scalability is vital for long-term success. Proactively addressing potential scalability challenges during the design and development phases minimizes disruptions as the platform expands.