Client : VISA
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.
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.
Behavioural impacts gathered
Findings from ethnographic research inspired ideation.
Four service blueprints from the workshops were prototyped.
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
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