NOD - Gratuity through tips
Impact made whilst working with ED.
The problem
Despite our research proving that a tipping app wouldn’t be viable in the Australian market, our client really wanted us to create a tipping app. So, we shaped the approach to be more aligned with our research. This became an app that allowed monetary tipping and a “points-based” system of tipping to reflect desire of gratuity from our research.
My role here
UI/UX
Workshop facilitation
Customer research
Key findings from research
We used these findings to include the points and cash approach for this app, the long-term vision was that points could be used for pay-raise conversations by employees or exchanged for gifts as part of a bigger rewards based system.
Service Workers
Workers in customer service
Preferred to see customer gratitude behind the tip rather than the monetary value
Consider tip as a performance motivator
Tips are commonly distributed amongst the team
“Sometimes you get the money and it’s not as validating” — P1
Tippers
Regular tippers
Tip needs to be fast and easy
Will hesitate to tip if they’re uncertain where it goes
Enjoy the moment of appreciation between them and the tippee.
“my favourite part is that it’s spontaneous and people are appreciative, really like that aspect”.
— P2
Business Owners
Decision makers in customer service eg. Kid’s playcenter
Want to spend little to no admin time distributing tips
But also wants oversight on tip distribution
“Tips are a valuable incentive for performance”
— P3