Demonstrating the power of cashless experiences for VISA and its partners

  • Behavioural insights gathered
  • Ideas generated
  • Partners aligned

The Challenge

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

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 insights 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

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