Demonstrating the power of cashless experiences for VISA

Design Research

Service & Experience Design

The challenge

Improving the customer experience with ethnographic research

As a pioneer in finance technology, VISA challenged us to demonstrate how going cashless could deliver new opportunities for event organisers and traders, while enhancing the customer experience.

The approach

User research & a design sprint for cashless ideas

We kickstarted the project with deep ethnographic research at a festival in Cornwall, uncovering a wealth of insights about customer and trader behaviour. We then explored the customer benefits of cashless experiences. The next step was a workshop and Design Sprint with VISA and its partners, which generated four new cashless ideas inspired by findings from the research.

The impact

Behavioural impacts gathered

Findings from ethnographic research inspired ideation.
Ideas generated

Four service blueprints from the workshops were prototyped.
Partners aligned

Stakeholders were able to take decisions based on practical service designs.

Key contact

Craig Fallowfield-Tomkins

Service & Experience Director

Originally trained in industrial and transport design, Craig graduated from the Royal College of Art with a Masters in Service Design.

Testimonial

Design Thinking has become central to the way we think about innovation at VISA – the way we think about our business, engage our customers and approach new technology.

Bill Gajda, SVP Innovation & Strategic Partnerships, VISA

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