Digital Receipt System
POST TRANSACTION EXPERIENCE
Digital Receipt System
POST TRANSACTION EXPERIENCE
INTRODUCTION & GOAL
As Clover’s reach and user base continued growing, there was also a growing need to refine our most common customer touchpoint, our digital receipts.
The challenge was that it needed to distill the most important transaction information “How much? Where? What? and When?” while still being flexible enough to address a variety of transaction types, third party plug-ins, and compliance standards across 8 countries.
PROCESS & EXPERIENCE
To create a receipt template that would work across Clover, I first needed to audit our existing transaction types, international and regional requirements, and any secondary functionality that we wanted to support. This was informative for our team because we realized there were many more variations on digital receipts than we initially thought. We determined we would need to support four main receipt types. Standard purchases, refunds, purchases abroad that included dynamic currency conversion, and invoices.
I created a modular system that supported optional secondary functions like allowing customers to leave feedback, enroll in and engage in with rewards programs, and opt-in to receive promotional offers from merchants. These modules could be enabled based on individual merchant preferences.
Finally, we needed to make sure our receipts were GDPR compliant in our European markets. This meant using specific footers and limiting functionality for modules that requested customer data to enable communication from merchants.
I created a modular system that supported optional secondary functions like allowing customers to leave feedback, enroll in and engage in with rewards programs, and opt-in to receive promotional offers from merchants. These modules could be enabled based on individual merchant preferences.
Finally, we needed to make sure our receipts were GDPR compliant in our European markets. This meant using specific footers and limiting functionality for modules that requested customer data to enable communication from merchants.
THE OUTCOME
The updated template has provided merchants with a consistent, professional look for one of the most commonly viewed touchpoints for their customers. It’s helped provide a sense of familiarity for customers whenever they get a receipt from a Clover merchant. They know where to get the information they find important. It’s built a sense of trust that allows them to follow merchants or opt into loyalty programs.
This trust can be quantified by the 3.5 million contactable customers added through digital receipts since the redesign. This has helped merchants build effective communication networks through which they can reach their customers directly. As businesses navigate through evolving shut-down orders specific to their locale, this has been invaluable.
