FLYT CLIENT STORY

How do you drive adoption of a new mobile payment technology?

Their work enabled the most effective launch of Flyt services in the UK. The week one mobile transactions were 300% higher than comparable launch activities, and transactions continue to perform strongly.”

DOMINIC ATKINSON

Chief Operating Officer, Flyt

THE CHALLENGE

How do we change a hundred year old cultural habit?

We all know the routine. You finish you meal, waive down the waiter, they bring the receipt, you check it and they return to pay. Flyt's new mobile payment methodology allows you to pay from your phone whenever you're ready. No need to ask the waiter for the bill, just pay by app and go. But how do we get customers to break the script?

THE APPROACH

Re-imagining the payment experience.

We used Opportunity Index to identify the behavioural barriers we needed to overcome to drive adoption across 1,700 restaurants.

THE PROCESS

Designing new customer behaviours.

Ethnography study and customer interviews across 80 locations
Identified features of the experience that best predicted adoption
Developed a range of recommendations covering process, in-store experience, staff engagement, value proposition and POS
Benchmarked restaurants to allow internal managers to access best practice examples
Delivered manager-customised briefings to accelerate implementation of recommendations and drive commercial outcomes
We identified and designed 20 in-restaurant nudges to drive mobile payments