POINT OF SALE AND WEB

INTRODUCTION & GOAL

When my team took over the previous version of the Clover Customers app, it was essentially a list view of obfuscated credit cards. It didn’t serve any functional purpose, and our merchants didn’t know it existed.

If a customer visited the same coffee spot every day and paid with three different cards, Customers app data suggested they were three different people. We had to find a more intelligent way to model our customer data and represent them as people instead of payment tools.

PROCESS & EXPERIENCE

Before any visual work, I was involved in defining a new system for how customer data would be prioritized. This prioritization was intended to favor more human-readable data so that merchants could easily differentiate between and identify customers while scanning through a list.

Aside from finding solutions for creating cleaner, more accurate customer records, another goal was to provide merchants with a fuller picture of their relationship with customers.

By leveraging data from other Clover apps, we could tell merchants how often a customer visited, what their most frequently purchased item was, when they had rewards available for redemption, and when their birthday was approaching.

THE OUTCOME

After completely redesigning the Customers app and the way that records were modeled on the backend, we refactored the app to work across all our devices, and designed a modular “Customer picker” view that could be called upon from other apps to pull from and add to customer records.

A key use case for this customer picker was from the main Register app, where merchants enter orders. For example, in the context of a delivery order; a merchant could ask a customer for their phone number, and with that alone know where the order needed to be sent.

Two years later, 47% more orders had customer info added to them.