Pinkoi Pay
Pay online to offline, Pay anywhere in a moment!
Pinkoi Pay
About the project
Summary
This project involves integrating a payment gateway system into Pinkoi's existing products. It not only includes online payment with the option to save credit card information but also offline QR code payments. This significantly speeds up the payment process, streamlines the shopping experience, and effectively boosts the company's revenue. Additionally, it addresses pain points in offline marketplaces, such as difficulties with cash payments and tracking offline market revenue.
My Role
Product Designer
User research, Interaction, UI Design, UX Writing, Prototyping, Testing, Questionnaire
Plat Form
iOS & Android APP, Web, Mobile web
Collaborative Partner
Engineer, Financial and Marketing departments and Cathy Bank
Project Time
2019.07-2019.10 ( 3 months )
Interview & Research
In addition to discuss with teammates and external banking stakeholder, we also did the user interviews and design flow at the same time. Then we collect user pain points and define the user journey, project goal and prioritize the project timeline.
User Insight & Project Goals
At the beginning of the project, we began to integrate different user’s pain point scenarios and define the objectives of this project.
Based on the summarized user pain points, the following project objectives can be identified
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Streamline online/offline payment processes and reduce transaction times to enhance the customer shopping experience.
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Provide real-time access to sales reports and information for offline sellers.
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Effectively increase revenue for both businesses and the company while reducing the need for manual intervention.
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Execute an effective online-to-offline (O2O) strategy to increase the company's membership and store tracking numbers.
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Enable merchants to process quick payments and reduce transaction disputes.
The Progress
This project involves cross-departmental collaboration, and one of the crucial initial phases is conducting interviews and integration with various stakeholders. This includes external banking institutions, internal engineering, finance, and marketing departments. Simultaneously, it's essential to identify the challenges faced by external vendors and consumers during online/offline transactions and payments. The team then develops strategies and objectives to successfully complete the revamp of the payment system, launch the new offline payment feature on time and garner high user satisfaction feedback.
Wireframe, Prototype & Test
After discussing the technical constraints with the engineers and conducting user research to define objectives, start to design the wireframe, flow and prototypes. We also did the usability tests to refine the flows, then made the final version to the engineers. Due to close communication with the engineering team at every step, engineering team can do the infrastructure work at the same time, making the development progress more smoothly.
Creating the flowcharts - in this step will discuss with engineering team and establish the feasibility of technology.
After establishing the process, we begin crafting prototypes, making prototypes, conducting user testing, collecting feedback, and making screen refinements based on user input.
Design, Release & Optimization
This project's online platform includes iOS and Android apps, also the web platform. The user flow and new feature must to fit the original components, let all the users can experience smoothly and feel more convenient via the new payments. Below is an image showcasing some interface designs, and you can also see the operation videos.
Usage of Scan Payment
Questionnaire
After the project launched, we use a survey directly in the marketplace where the offline payment process was used. Gather feedback from both sellers and buyers regarding the offline payment design. We also aimed to collect user satisfaction data from those who used this feature and identify areas for potential optimization.
Part A. Buyer Side
Testing Period and Method
From December 7th to December 9th, 2018, at the Pinkoi Market Taipei Station, we conducted on-site testing. QR codes were provided at the marketplace for buyers to scan and fill out surveys. Upon completion of the survey, participants received a small gift.
Test Participants and Survey Count
Buyers who attended the 2018 Pinkoi Market
A total of 387 valid surveys were collected.
Survey Results
1. Primary Actions and Success Rates:
- Over half of the participants (53.3%, 216 individuals) used the QR code payment feature.
- 96.8% of customers successfully used QR code payments.
- 75.5% of customers used credit card payments (Pinkoi Pay), while 24.5% used Apple Pay (iOS).
2. User Experience Satisfaction:
- 73.1% of users found that using QR code payments at the marketplace made the checkout process more convenient and faster.
- 73.1% of users considered QR code payments to be very smooth.
- 74.1% of users were highly satisfied with the QR code payment feature.
3. NPS Score = 82"
Would you be willing to use the 'Scan Payment' feature again? (1 - Not willing at all, 10 - Very willing)
4. Reasons for using Scan Payment (Multiple choice)
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Quick and convenient
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Avoid using cash for payment
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Ability to obtain additional coupons
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Curiosity to try out the new feature
Part B. Seller Side
Testing Period and Method
From December 12th to December 31st, 2018, we distributed Google surveys to sellers who participated in the 2018 Pinkoi Market.
Test Participants and Survey Count
Designers from both domestic and international regions who participated in the 2018 Pinkoi Market:
- Taiwan Region: 123 responses
- International Region: 42 responses
Total: 165 valid responses
Survey Results
1. In the 2018 Pinkoi Market, a significant 96.3% of designers encountered customers using the 'Scan Payment' feature.
2. When at the market, what were the most frequently asked questions about 'Scan Payment' by designers?
51.6% did not encounter any issues.
The top three questions frequently asked by designers were:
- 21.4%: How to link a credit card?
- 12.7%: Couldn't find/didn't know where the 'Scan Payment' feature was.
- 10.3%: Inquiries about using coupons.
3. Benefits perceived by designers from the 'Scan Payment' feature:
- 30.7%: No need to give change.
- 29.9%: Faster and more convenient payment and checkout.
- 14.8%: Increases the number of orders and transactions at the market.
4. Satisfaction with the 'Scan Payment' feature
- 47.1%: Very satisfied
- 38.2%: Satisfied
- 9.6%: Somewhat satisfied
5. NPS Score = 59
Would you be willing to use the 'Scan Payment' feature again? (1 - Not willing at all, 10 - Very willing)
Taiwan Seller
"It's much simpler to use than I imagined. In the future, I'll offer this feature to customers at the market who want to pay with a card. It encourages repeat purchases, and orders using this feature tend to have higher transaction amounts. I'm really satisfied!"
Hong-Kong Seller
"It's very easy to operate, and many customers are willing to use it. It reduces the time spent on giving change, and the process of receiving payments and confirming orders is clear, simple, and user-friendly. It effectively increases transaction volume."
Japan Seller
"The checkout process is very smooth, and customers' shopping records are retained. Moreover, there's a chance for customers to discover their Pinkoi store more frequently, which increases the likelihood of them making future purchases."
Achievements & Learning
1. Allocate More Time for User Education and Promotion
If users are unfamiliar with this feature, it's essential to allocate more time for user education and preparation. This allows sellers to have ample time to learn when they arrive at international markets.
2. Provide More Convenience Features for International Sellers
- Implement currency conversion functionality to reduce the time international sellers spend converting currencies manually.
- Extend integration with additional international payment systems, such as Alipay, Wechat (UnionPay), and PayPal.
3. More Promotional Features
- Marketplace sellers may require offers, discounts, and more.
- In the future, consider integrating more point-of-sale (POS) systems, allowing sellers to set amounts themselves and reducing the time spent on back-and-forth confirmations.
The extension of this service to overseas markets not only resolves currency issues but also significantly reduces manual reconciliation time. Additionally, it provides precise statistics on the products sold, enabling the company to plan future markets more accurately and evaluate their effectiveness. The increasing popularity of Scan Payment opens up opportunities to drive more traffic to the seller side from offline sources, thereby generating revenue for sellers.
This project has provided valuable development experience by solidly experiencing the entire process of integrating the payment gateway, applying it in offline markets post-launch, and collecting real-time feedback. The ability to witness user interactions firsthand is a priceless aspect of this development journey!
Hong Kong offline market
Usage of Scan Payment
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