Digital receipt

"We need to take better care of the environment and save money in the printing of payment receipts from the POS (Point of Sale Terminal)"

Payment methods BBVA

Anatomy of the initial promissory note

Based on specific interviews with experts in Point of Sale Terminals, I elaborated a diagram of a current promissory note, which shows exactly the data that is currently printed when a payment is made. All this information comes from different services that specifically belong to 3 key players:

• The intermediary or clearing house that is responsible for linking the payment from the sender to the receiver.
• The Point of Sale Terminal (POS) which is the device used by the establishment to receive payments.
• The Credit/Debit Card that the customer hands over when making a payment.

Interviews

Based on this diagram, I approached each of the 3 corresponding areas to identify the purpose of the data that is printed and to find out which are priority or indispensable in the promissory note.

I also conducted individual interviews of 60 minutes each, with 16 individuals who make payments with credit or debit cards. These interviews were very helpful in identifying the data that are of greatest value to users and what they use them for. They were also fundamental approaches to know the level of importance that promissory notes have for each type of user and how they would feel if they stopped receiving them.

In the interviews with users I identified 4 main profiles within the 3 categories of users:

• Hoarders keep the promissory note out of caution or concern that their information will be misused, however they dispose of these papers when they no longer fit in their wallet.
• The careless ones only verify the amount of the purchase and then throw the note away because they trust the digital information their bank gives them.
• The organized ones keep the note to control their expenses and have good financial health. They keep the note to make sure they don't get double-charged.
• Those who are accountable keep the promissory note to give to their accountants and/or prove expenses.

Visual

Taking as a reference all the information gathered in the understanding stage, I generated a new, more simplified design of the promissory note that has the most important data for the users and the bank in view. This promissory note has a QR that would lead to a digital payment voucher with all the details. The prototype was built with a real Point of Sale Terminal (POS).

Usability testing

I conducted 14 usability tests in individual sessions, each lasting 30 minutes, with individuals who make payments by credit or debit card. 9 of the participating users decided to print their promissory note, while the other 5 chose not to print it because they did not consider it relevant.

At the end of each usability test I applied a standard usability survey SUS or System Usability Scale, averaging everything with a result of 85, which places the solution at an "excellent" usability level.

Migration

Thanks to profile identification some people are afraid of losing it and a migration from physical to digital promissory notes will be carried out progressively in 3 stages:

• In an initial stage a smaller physical promissory note will be provided, but the customer has the option to choose whether he wants it or not.
• In a second stage, an even more simplified promissory note with a QR that would display the rest of the complementary data in a digital voucher will be optionally provided.
• In the final stage a physical promissory note would not be provided unless the customer requests it and all the information of the payments made, will be on the digital vouchers.