About Scan & Pay
‘Scan & Pay’ is a way for customers to use Amazon Pay for their offline purchases by simply scanning the smile code or QR code at the merchant. Here, ‘offline purchases’ refers to a broad range of use cases like paying at local convenience stores, supermarkets, workplace cafeteria, restaurants, pharmacies, etc. to name a few.
Apart from this primary benefit of paying for offline purchases, Scan & Pay also enables an Amazon customer to pay for their Amazon delivery at doorstep by scanning the QR code on the box or even transfer money to another peer.
Core needs and problems
Based on an initial research by the marketing and research teams, the following core needs and problems were identified for both customers and merchants.
For this particular project, I looked at the customer side of the experience of paying at a local merchant. The following design direction were formed basis the understanding of the customer needs and problems that acted as guardrails during the design process.
Quickly pay and be on their way
Customers should be able to complete the payment in the least amount of time possible and continue doing what they were doing in their offline context.
Aid to avoid mistakes
Customers are often in a situation of divided attention in an offline scenario which could result in them committing mistakes. The design should aid them in avoiding mistakes like entering the wrong amount or not verifying the merchant that they’re paying.
Ease of access to repeat actions
Repeat actions like paying previously paid merchants should be easy to access as there are cases where the QR code may not be visible or reachable for the customer.
Embrace the offline context
The offline context that the customer is in may involve dealing with crowds, having to use the phone using just one hand, communicating payment success with the merchant, etc. The design will need to work harmoniously within this context that the customer is in.
Overall happy flow
In a happy case when the customer has enough money in their Amazon Pay balance, they can just scan the QR code at the merchant, enter the amount and hit Pay Now to complete the payment.