At 100kicks, we pride ourselves on digging deeper into data to uncover the "why" behind the numbers. When we were approached by Tesco to investigate their high rate of failed payments, we knew that quantitative research alone wouldn't be enough. Our team conducted a 12-week research project in two phases, beginning with a discovery phase and followed by a prototype-driven phase. Through our research, we were able to uncover the stories of customers who had experienced payment failures firsthand, gaining insights into the emotional impact of these failures on users.

One of our key findings was that the main reason for payment failures was the assumption that money was taken instantly at online checkout. This was a significant insight that allowed us to develop solutions that addressed the root cause of the problem. Working closely with Tesco stakeholders, we developed both short and long-term solutions that aligned with their overall strategy, resulting in a 5.75% reduction in failed payments.

Our research also highlighted that customers from less well-off economic backgrounds were most affected by payment failures, shedding light on the importance of designing products and services that are accessible and inclusive for all users. At 100kicks, we approach every project with a commitment to understanding the people behind the data, and developing solutions that address their needs and pain points.