Work

Demonstrating the power of cashless experiences for VISA

Design Research
Service & Experience Design

Client : VISA

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.

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