Improve customer loyalty with built-in redemption feature
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.
Goal
Integrated marketing and payment solution for small businesses
Objective
Launch MVP with pilot customer and gain feedback
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 Satisfaction: 3/5
My Role
Lead designer, collaborated with researcher, Product Owner, and developers
My Process
1. Research - Understanding different small business owner’s profiles
2. Design - Map end-to-end process flows
3. Design - Redemption flows mapping
4. Implement and test coupon redemption flow on the payment terminal
5. Prototype and test Promotion Creation app
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
- Align business goals with user needs
- Pilot testing mitigates risks
- Consider scalability during design