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FLYT CLIENT STORY

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

Flyt Team
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 

THE RESULTS

Client outcomes

Recommendations were rolled out across 1,700 locations across the UK following the pilot 

Programme delivered a 10x uplift in adoption of new payment methodology, shifting the behaviour of hundreds of thousands of customers annually

Programme supported Flyt's £25m valuation ahead of their sale to Just Eat in January 2019

OUR WORK

Customer success

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