LevelUp Payment Integration

Team

I acted as the design lead for this project and worked alongside a product manager and a team of iOS engineers, and platform engineers.

The Challenge

There is a growing demand for supporting scannable payments and customer loyalty programs. One of those types of payments is LevelUp. Previously, SALIDO operators would use a non-integrated solution by maintaining a separate LevelUp issued device which was used to process the payment transactions and get back reward details. Operators would then have to manually enter all that information into the POS. Not only is this method inefficient and error-prone but also causes operational and cost overhead.  

Our challenge was to create an integrated LevelUp solution. Not only would this better service our current customers, but would also allow the company to improve our competitive standing in the market and unlock a large set of customers in the sales pipeline.

Users & Audience

The target audience for LevelUp is point of sale operators at restaurants. These people are usually pretty tech savvy and tend to work fast-paced, so we needed to create the least amount of steps to use LevelUp as possible. 

Design Process

During our discovery process, we did several design exercises with members of the customer experience and engineering teams. We sketched out iterations of user journeys and outlined the payment flow.

Here are core capabilities we decided were MVP:

• Setup by location in dashboard - How will a manager configure LevelUp within their system?

• LevelUp Payment - How the interface will look when a LevelUp payment is added and a reward/loyalty is included from the app

• Authorize LevelUp Payment - a user needs to authorize the LevelUp payment after a customer scans their phone

• How to Manually Enter LevelUp Payment

• Offline Mode - We cannot support LevelUp Payments in offline mode - how will this work

• LevelUp Payment Expired - if QR code expires

• QR Scanner Not Detected - error handling for LevelUp scanner

User Testing

I collaborated with the PM to create a test plan on how best to validate our design decisions. We tested several prototype iterations with our core users. We walked them through a series of tasks to make sure we create a seamless experience.

Final Design

The objective of the interface was to keep as much consistency with our current payment design as possible. My main focus of the team was how to handle customer rewards, since this was a new business concept. 

LevelUp sends customer rewards as a “discount”. After several iterations, we decided on a design that displayed an applied discounts directly by the payment line, so the operator would not confuse this with a standard check discount.

When developing this feature, we wanted consistent workflow with existing payment methods. We also were in the process of our style guide redesign, so certain elements and colors had to be redesigned. 

There was also a heavy desktop element to this project. We wanted to make sure LevelUp was easy to setup on our platform by anyone.

Impact