Case Study
Scan Experience
Our objective was to increase the success rate of receipt scans by leveraging data-driven insights.
The Team: UI/UX Designer (myself), Product Manager, 2 iOS Developers, 1 Android Developer, 2 Backend Developers
Timeline: 3 months
& Tools: Snowflake, Miro, Figma, ProtoPie, Jira
Fetch is a company whose foundation is built on the reliability of scanning receipts to reward users with points, making it the core functionality of the app.
What We Know
As a newly formed team, focused solely on the mobile scan experience, we began to dig into our KPI’s and metrics. From this, our eyes were opened to a massively poor user experience that needed to be addressed promptly.
The receipt scanning experience for our users was not easily understood and resulted in many rejected scans, especially for first-time scanners.
The Buildup
After reviewing the data, we recognized the importance of collecting the store name, date, and total from the scanned receipt. This was not adequately communicated to the user during the scanning process. We initially had a tutorial in place for users to read before scanning, our data indicated that it was ineffective.
To address this issue, we conducted a team brainstorming workshop facilitated by myself, using Miro as a collaborative tool. During this workshop we shared the general requirements and asked folks to illustrate or elaborate verbally on a new user experience that would meet these requirements.
The a-ha moment landed when it was shared from a technical partner that the OCR scanning tool allowed us to recognize instantly when a store name, date, or total was captured.
Taking Action
After gathering requirements and collaborating with teammates across all different facets, I began to breakdown the patterns and overall user experience, including both happy path and any “gotchas”. The potential hiccups in the experience included: the OCR tool and/or the user not capturing all required data, as well as, generic errors such as servers timing out.
Once our team was aligned with the general workflow, I then layered on the UI, using elements from our design system. In the final stage of creation, I redlined, exported assets and wrote Jira stories for developers and data analysts to follow.
Creative
This project was a major success, we were able to take the 30% first-scan rejections down to 10%, a 20% improvement! Allowing users to visually correlate during the experience what they needed to capture on their receipt was a much better experience.
As a follow up to this project, we moved towards 100% first-scan success. This idea was sparked during one of our brainstorm sessions. The idea was to give every user a positive experience upon first scan.
The Impact
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