Results
6 Figures in tips collected
Double digit average tip
Feature was patented
Overview
As the pandemic unfolded, travel operators were struggling to stay afloat. Operators were finding it increasingly difficult to retain their workforce without raising wages.
Through research, ideation, and testing—the product team and I developed and launched a tipping feature directly benefiting the employees and providing a much-needed financial boost.
For a full project walkthrough, contact me.
Concepting
In the early phases, the team and I explored various ways to collect a tip. This meant exploring a 1 step flow, 2 step flows, or mimicking ride-share user interfaces. The intention was to explore a tapping vs signing on a user interface in the context of giving a tip as a customer.
Designing for Impact and Ease
In the end, the team and I landed on a 2-step tipping process for iPhone and 1-step screen for iPad. Through testing, users struggled with mis-taps on iPhone and having a 2-step flow had better ease of use. In the context of iPad, mis-taps were not a problem due to the size of the iPad's larger screen.
In addition, the ability to sign was highly favored as I tested the concepts. The physical act of signing had better aligned with a customer's mental model.
Configuration
Speaking with operators revealed differences between businesses. Tip amounts were made to be configurable. Operators could adjust the preset amounts, display fixed/percentage amounts, or disable the custom tip option.
