We collect user feedback using a variety of channels, including:

User Surveys: These surveys are distributed both internally and externally. As we also use the product, internal insights are valuable. 

Customer Support: Interactions with customer support are a rich source of feedback, providing insights into user issues and concerns.

App Store/Play Store Reviews: Reviews on these platforms give us insights into how well the product meets user expectations and where improvements are needed.

The competitive matrix is a valuable tool for assessing the product's competitive position helping to understand how the product stacks up against key competitors.

This comparison provides insights into areas where the product might excel, where it could improve, and where there are gaps in features thus offering guidance for prioritization efforts and informing key decisions.

Success metrics for this feature should focus on delivering value to users and bridging the gap between offered and desired values, as measured by adoption rates.

Consequently, this feature should also contribute to overall indicators such as NPS and mobile app rating.

The feature is set to launch in the coming days, and a post-launch analysis will be conducted a few weeks after the release.

The potential risks were carefully considered during the planning phase. To illustrate, we parallelized some tasks to mitigate the impact of external dependencies.

The impact matrix visualize how changes can affect other interconnected modules and helps to identify dependencies, assess impact, and coordinate teams.

Managing the concept of tokenization might be the most challenging aspect. This involves understanding the relationship between digital and physical cards, and deciding how actions taken with the physical card would impact the representation in digital wallets.

Dhia Eddine Bouali

This epic illustration highlights the plan to add contactless payment.

The primary issue addressed by this feature is the ability to make payments without requiring the presence of a physical card.

The users will be able to use their phones when making payments, making the process more convenient and efficient.

As a company, we strive to provide an exceptional employee benefits experience.

We believe that incorporating mobile payment support into our food cards program would enhance this experience and amplify user satisfaction, as indicated by an improved Net Promoter Score (NPS). This enhancement would stem from the introduction of cutting-edge payment capabilities that align with current trends and market dynamics, thus simplifying the consumption of the benefits and encouraging employees to make the most of their allowances.

As of Q1 2023, 96.1% of transactions conducted by users take place in physical stores.

For the same period, 79.8% of user transactions occurred through contactless methods using cards.

Mobile payment adoption in France reached 19% of the population by 2022.

User 1: “I'm unable to enroll my card in Apple Wallet”

User 2: “It’s impossible to import the card onto the phone”

User 3: “It would be great if the card were compatible with Google Pay”

Enhance the mobile application rating (from x% to y%)

Improve user satisfaction as measured by NPS (from x% to y%)

Gauge the adoption rates of the feature, evidenced by:

The ratio of cards added to Apple / Google wallets surpassing x%

The ratio of mobile transactions exceeding x%"

Improve the benefit consumption efficiency rate by x%"

Possibility of prolonged delays due to external partner dependencies (Apple/Google/Mastercard)

Incurred costs related to tokenization fees

Simplifications made for the calculation model include: 

Distribution between iOS and Android: 50% / 50%

Users expected to activate the feature = 24,000 total users * 20% (adoption rate) = 4,800 users

Tokenization costs = 4,800 * 0.3 = 1,440€

Cost for iOS users: (4,800 / 2) * 0.12 = 288€

Cost for Android users: (4,800 / 2) * 0.04 = 96€

⇒ Total monthly cost = 500 + 288 + 96 = 884€"

We will gradually introduce this feature by configuring its deployment via the Apple/iOS platform:

Phase 1: Initial testing involving 4 test cards.

Phase 2: Internal assessment and validation.

Phase 3: Progressive release through Apple Store Connect and Google Play Console

Manual release: to provide the Apple team the ability the review the app before going live

We will engage users through the following channels:

Several considerations must be taken into account:

The user's mobile device must support NFC technology.

For the initial release, suspending or deactivating the physical card will not result in token deactivation (planned for the third release).

The conventional contactless payment limits associated with card transactions do not affect mobile payments.

Disabling the contactless mode for the physical card will not hinder the ability to make payments using the digital card.

Users need to ensure their phone and email information is up-to-date within the app to receive validation codes.

Only one BIN Range will be supported: “XXXX XXXX”.

Provisioning is supported through two modes:

: This enables users to add their cards from the provider's wallets.

: Users can import their card into the wallet directly from the Glady app.

Configuring the card as the default card in mobile wallets (Google/Apple) via the Glady app

Payment Epic Illustration at Glady

Context

Pain point

Hypothesis

Data insights

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