Fivestars
Fortune 500 businesses have large ad budgets, small businesses have Fivestars.
Fivestars’ reward program successfully offered 14k merchants an affordable marketing solution to drive down ad spend and increase annual revenue.
Fivestars set out to design a seamless POS integration that would boost revenue for small merchants.
ROLEPrinciple Designer, User Research, Wireframes,UX/UI Design, Interaction Design, Information Architecture, Prototyping
PLATFORM
Android Tablet, POS integration
HYPOTHESIS
Our loyalty experience would drive more returning visits and incremental monthly revenue for merchants if we owned the transaction experience end-to-end. Fivestars had been an optional experience.
EARLY VALIDATION
Would consumers trust a Fivestars payment processor? We designed a lo-fi pre-pay experience that used our existing hardware, simple promotion, and a bare bones card reader.
LEARNINGS
WIREFRAMES & USER TESTING
We performed usability studies and user interviews to understand merchant and consumer pain points, user needs, and expectations. We simulated a real experience by projecting Invision prototypes on a POS and tablet device.
DESIGN APPROACH
• Customer driven program to minimize cashier workload
• Reward forward to funnel consumers to join loyalty program
• Automated point tracking, sign ups, and marketing
DOUBLE SIDED USER EXPERIENCE
• Consumer on an android tablet (shown below)
• Cashier on the POS (case study coming soon)
MMP FIELD RESEARCH
We performed ethnographies at payments merchant locations and discovered opportunities to reduce friction in our sales pitch, merchant onboarding experience, cashier training, and customer support experience.
We built a customer-driven loyalty experience. This solution leveraged our existing CRM and marketing technology.
Merchants using our “loyalty only” device would easily be able to upgrade to our payment solution without having to invest in a new point of sale.
NEXT STEPS
• Explore early check-in experience for customers that want to select a reward before swiping their credit card
• Clearer notifications that signal to cashier to apply a reward discount to POS