FLYT CLIENT STORY

How do you help teams close the performance gap?

Their work enabled the most effective launch of Flyt services in the UK. The week one mobile transactions were 300% higher than comparable launch activities, and transactions continue to perform strongly.”

DOMINIC ATKINSON

Chief Operating Officer, Flyt

THE CHALLENGE

How do we change an entrenched cultural habit?

We all know the routine. You finish your meal, wave down the waiter, they bring the bill, and you pay. Flyt's new mobile payment system allows you to pay from your phone whenever you're ready. No need to ask the waiter for the bill—just pay by app and head off. But how do we get customers on board?

THE APPROACH

Re-imagining the payment experience.

We used Momentum, our approach to partnered projects to identify the behavioural barriers we needed to overcome to drive adoption across 1,700 restaurants.

THE PROCESS

Designing new customer behaviours.

We carried out an ethnography study and customer interviews across
80 locations
We identified points of the experience that best predicted the chance
of adoption
We developed a range of recommendations covering process, in-store experience, staff engagement, value proposition and POS
We collated benchmarks to allow restaurant managers to access best practice examples
We delivered manager-customised briefings to accelerate implementation of recommendations and drive commercial outcomes
We identified and designed 20 in-restaurant nudges to drive
mobile payments