Introduce saved payment methods at Qantas point of sales
Background
Currently only Qantas Frequent Flyers can store credit cards with their profile to pay for products online. Qantas wanted to explore payment at other points of sale, for all Qantas customers, using saved payment details. An innovation sprint was planned to create a proof of concept for this feature.
The challenge
Gauge the desirability of this innovation.
- How can customers store payment details without having to join Qantas’ loyalty program?
- How can stored payment details be used outside qantas.com, in particular with Automated Backdrop kiosks (ABD) at airports?
Discovery
In workshops with developers and the payments team, flows were created to explore how front-end interactions would correlate with back-end functionality.
Onboarding
Onboarding was mapped out as part of the existing existing flight purchase flow as well as a standalone experience.
User testing
To gauge the desirability of this innovation, participants were asked to save their payment details when purchasing a flight, using a prototype. In a second task, they paid a heavy bag fee at the bag drop kiosk with their saved payment method.
- How does this make them feel?
- Do they find this useful?
- Is this familiar?
Delivery
The proof of concept was presented to business stakeholders and well received. It laid the groundwork for future innovation and development of Qantas’ payment platform.