Cardless Loyalty
Nando's have had NFC enabled mobile wallet cards for a few years now. Unfortunately the PEDs in restaurant were extremely faulty and failed to find the NFC Nando's Card regularly.
I lead the end-to-end design for the QR code integrated mobile wallet, and the new Stripe integrated payment terminal.
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+52%
SUS Score
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+44%
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Scan success rate
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98%
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Reduction in scan failures
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3.5 mins
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Customer time saved at till
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+140k
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Weekly till loyalty orders
The redesign of a legacy tool
[ Swipe to reveal ]
HOW I LEAD THE PROJECT
Getting from 0-1
01
DISCOVER
User interviews
Contextual inquiries
Card sorting
Heuristic analysis
Workshop facilitation
02
DEFINE
Affinity mapping
Research synthesis
Feature prioritisation
Success measures
MVP scoping
03
DEVELOP
IA maps
User/task flows
Design iterations
Feedback sessions
Usability tests
04
DELIVER
Pre-prod testing
UAT
SUS survey
Tutorial guides / FAQs
Presentations
05
MEASURE
Bug fixes
Feature improvements
Post-MVP features
Collating feedback
Monitoring numbers
RESEARCH FINDINGS AND
USER PAIN POINTS
What are they saying about PX?
I interviewed 14 different people from 7 varying teams who use Paytronix for their daily roles and what troubles they have using it.
Although there are a fair few pain points, a lot of these can and should be solved as they intertwine with one another, and are very much a two birds situation.
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INSIGHT 03
IMPROVE EFFICIENCY
"There are loads of tasks where it's a lot longer than it needs to be."
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INSIGHT 04
INCREASE FINDABILITY
"We sometimes have to scroll through multiple years of transactions for customers."
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INSIGHT 05
INCREASE ENGAGEMENT
"Make it fun... Please. Help us Obi-Wan, you're our only hope."
THE SOLUTION
Streamlined, optimised, engaging
From the beginning of the design process, I worked really hard in trying to make the user's daily routine a little bit simpler with the help of the Loyalty Admin Tool. Nearly 70 people are going to be using this every day, and from the results of the multiple rounds of testing, I have thankfully achieved this.
As few steps as possible. Trim the fat. Make it fun.
CRITICAL INFORMATION ONLY
Say goodbye to the Dreaded blue box
01 Only show information needed for users - no jargon or wasted space
02 Visual hierarchy - Two main features displayed at the top of the customer dashboard
03 Customer Nando's Card personal information and card balance displayed immediately
04 Transaction history available immediately
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User pain points solved
INFORMATION OVERLOAD, UNNECESSARY INFORMATION SHOWN
IN-DEPTH FILTERING
"You get a filter, you get a filter, you get a filter!" - Luke Aris
01 No more scrolling through years of transactions
02 Find the specific transaction you're looking for in seconds
03 I've included pagination to reduce cognitive load
04 Six different ways to find that one transaction 15 years ago from the Portsmouth branch a customer has asked for
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User pain points solved
IMPROVED FINDABILITY, REDUCE COGNITIVE LOAD, MADE IT MORE ENGAGING
tASK OPTIMISATION
Extreme makeover: information architecture edition
01 Introduction of modal forms - improved clarity
02 User decided architecture from card sorting
03 All tasks can be conducted on the same screen
04 Central Support always pre-selected (instead of scrolling to the bottom of a 500+ restaurant list)
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User pain points solved
IMPROVED EFFICIENCY, IMPROVED EASE OF USE, REDUCED INFORMATION OVERLOAD
error prevention
"Whoopsie, did I accidentally send a customer 100 rewards again?"
01 Confirmation before every admin adjustment
02 Before and after adjustment balance
03 Status updates through inline messaging frameworks
04 Receipt breakdowns for all transactions and adjustments
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User pain points solved
IMPROVED EASE OF USE, IMPROVED EFFICIENCY, CLUNKY WHO?
MEASURING IMPACT
how are we measuring success?
01 Two separate SUS surveys, both of PX and LAT
02 Contextual inquiries - time on task measuring
03 Usability testing and tracking performance
04 Constant communication with users - Slack channel, and personal check-ins
REFLECTIONS
What's NEXT?
This was the first end-to-end project at Nando's that I got to lead on. I collaborated with my PM and engineers heavily, and the results speak for themselves. I learned a lot, and am very grateful for the support I received.
However, the job isn't over yet as we have some post-migration features and user requests to include in the next round of updates:
User requests:
01 Automatic spacing when copying a Nando's Card number
02 Introducing impartial customer search
03 Updating 'reasons' for adjustment
Post-MVP features:
01 Filters, filters, filters
02 Transaction dropdown
03 Pagination
{ PAYTRONIX }
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