Create a simple experience for customers to claim their QR code via the Meerkat app for a discount at Caffe Nero

Caffe Nero - Compare the market

Overview

Interbank is one of the largest finantial institutions in Perú. It aims to improve it’s digital presense for clients and potential clients.

Goal

Lead the design and development process, find better and more efficient ways to work and develop the team skills and deliverables to identify opportunities for new solutions or changes to effectively deliver value.

Outcome

Improved and streamlined the process, empowered the team, improved communication and collaboration with the client and included Design practices lead to:

Launch of the online sale flows. The website became the most important digital touchpoint, representing 60% of digital sales.
Created several product simulators. Engagement and understanding of the products grew, increased leads.
Redesign of the Help Center. Increased SEO and organic traffic.
Restructure of the Information Arquitecture. Reduced bounce rate.

My role

Design assistant, service designer, experience design

Methods

Journey mapping, blueprints, user testing, analytics tracking

Tools

Miro,Figma

Team

2 UX designers, 3 front-end developers, 1 copywriter

Year

2022

copy

I tracked metrics on how users where getting the the QR code in the app. As this was a new proposition, we wanted to see how people accessed the code and if they looked at pages such as offer details, as this would tell us if we wanted to optimise the app to get people to the code quicker because finding a QR code in a Cafe queue is time sensitive. What i discovered is during the release of Caffe Nero, on the home carousel a notification model had been place in position 1 and this had dropped interaction with Cafe Nero, therefore I went back to the product manger to get the positioned changed until Cafe Nero was more mature and users had found the QR within the bottom icons as this was the most favourable way returning user found the QR code.