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Project Overview

Casual dining places offer quick payment options, but tailor to pressured and in the moment tipping. Tippo is an app offering charity matching and a private, on-the-go tipping experience. This was my final project during my course at General Assembly.

Process: interviews, user personas, competitive analysis, user flows, prototyping, research, testing

Outcome

  • consumers have an opportunity to say thanks to businesses and also support the community

  • consumers can track their charitable offerings and give to various organizations

  • instead of feeling unsure about tipping, consumers can feel empowered and be thoughtful about their decision

Interview Goals

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  1. Find out if people feel pressured to tip when completing payment in front of the cashier on a tablet.

  2. Is there a sense of anxiety with the decision to tip at casual
    dining places?

  3. Is there a general approach or philosophy around tipping ideals?

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Interview Quotes

Key Findings from Interviews

  1. People feel there isn’t a cultural standard for tipping etiquette.

  2. People appreciate reminders and different options for tipping.

  3. Tablet checkout is quick and convenient, but users are uncomfortable during the transaction because it’s in front of the cashier

Competitive Analysis

User Persona

User Flow First Attempt

Questions

  • How likely is the user to actually leave a review at the time of tipping?

  • Is there an incentive for the user other than privacy?

User Flow Revision

Onboarding First Attempt

User Test Findings

  • Is it necessary for your user to create an account? You already have their phone number, make onboarding quicker!

  • I feel like there’s a missing opportunity to really connect the tip later and emphasize the charity matching.

  • I wish the logo/menu was available on the charity screen in case I want to do
    that later.

  • I feel like returning users are missing a personalized touch.

Onboarding Revision

Feature Prioritization

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Consumer Goals

  • Tip later and privately

  • Quick and easy

Business Goals

  • Maximize tip, but offer privacy

Unique Feature

  • Companies can partner to match tips and donate to charities

Final Mock Ups

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During the initial tip screen, the user now
has the added option to tip later.

Next, the user will be prompted to add their phone number to receive a text for private and leisurely tipping.

Users have an option to text their tip choice. The option to download the app adds ease for future tip matches. Onboarding is quick, but also offers personalization.

Overall Learnings

  • Designing each screen with intentions to iterate and try again became my mantra. I can get overly particular about small details instead of trusting the process and aligning back to the big picture.

  • Creating the initial process for “tipping later” was a challenge because I knew I had to avoid an overly complicated action for the user. I originally began with an airdrop idea, and even a preliminary app download, but continued iterating to reach a simpler initiative.

  • The interviews spoke volumes to the range of ideas around tipping.

  • Tippo users want a quick on-boarding, with options to edit and add to their profile later.

  • The tipping solution needs to benefit both the business and user. Many of the cashiers I interviewed reported that their tips dramatically increased when they switched to a POS solution.

  • A loyalty or reward program can increase app buy-in and brand advocacy.