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frictionless loyalty solutions via smart payment terminals

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R&D
UX Research
Rapid Prototyping
Project Management

Introduction

Payment Loyalty provides frictionless loyalty solutions via smart payment terminals to engage and reward customers - eliminating the need for additional loyalty cards with lengthy sign up processes.

Requiring in-depth R&D, UX research, rapid prototyping and product validation, they appointed Studio Graphene as their product partner.

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The aim was to take advantage of existing payment terminal infrastructure which provided us with additional complexity and challenges to design for. Our team focused on Payment Service Providers (PSP) and the associated payment terminals from a technological perspective including operating systems, SDKs and payment stacks.

Solution

As a blank canvas idea we kicked off the project with an in-depth R&D phase which explored what was achievable using the technology available to us.

The aim was to take advantage of existing payment terminal infrastructure which provided us with additional complexity and challenges to design for. Our team focused on Payment Service Providers (PSP) and the associated payment terminals from a technological perspective including operating systems, SDKs and payment stacks.

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We experimented with multiple PSPs including Verifone and Ingenico, ultimately moving forwards with PAX and its Android hardware and OS - giving us the freedom we required to develop a custom application for integration.

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From a design and development perspective our goal was to create a customer facing loyalty application on the payment terminal and an admin web portal designed to empower and equip merchants to be able to create and build their own bespoke and customisable loyalty campaigns with access to all relevant analytics. Both had to be quick, intuitive, simple to use and in the case of the customers, non intrusive.

Working in close collaboration with Payment Loyalty we then began looking in detail at the format of the loyalty initiatives and how they would be directed to customers during payment of a bill. Payment Loyalty settled on 2 types of approach:

Nominate Loyalty - a stamp card based loyalty scheme for merchants with high frequency transactions and customers with less time at the terminal - for example a coffee shop.

Win Loyalty - a ‘pick a card’ based game loyalty scheme for merchants with low frequency transactions and customers with more time at the terminal - for example a restaurant.

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A key requirement for both approaches was for the app not to be intrusive and our UX team created a user flow with simple call to actions and the option for customers to quickly bypass the loyalty step of the payment transaction if required.

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Results

Studio Graphene successfully built an intuitive and non-invasive customer facing application and admin web portal to create bespoke and customisable loyalty merchant campaigns for Payment Loyalty. The platform was recently rolled out to a number of merchants via PAX payment terminals and we have continued to iterate based on early user feedback.

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