The Paypoint business was going through an extensive digital transformation. As one of the leading multichannel payments and community services providers in the UK, it had roots in payments and convenience stores but was a major innovator and leader in Open banking software.
The last 2 years had seen it grow by acquisition, adding Collect+, and love2shop to it’s portfolio.
The existing brand and website did not reflect the business today, or meet the needs of the diverse business and consumer audiences the business serves.
PayPoint needed a new website with improved UX and design and one that reflected their digital payments proposition.
The website's structure made it hard for users to discover services and didn't encourage shop owners to use more PayPoint offerings. The "find a store" feature was also difficult to navigate. We interviewed customers and shop owners to understand their needs and then developed and tested prototypes for an improved store locator. We realised the website needed to be user-friendly, with an intuitive locator and a focus on showcasing PayPoint's full service range.
Additionally, PayPoint's brand presence was outdated, affecting levels of customer trust, shop owner engagement and credibility among potential business partners and suppliers. We recognised that refreshing the brand and modernising their image, would act as a catalyst as part of their wider business transformation.
We created a cleaner, modern visual identity fit for a digital world, and one which built on the existing brand equity. We applied this to a new website with clear user journeys for customers and shop owners. We improved the store locator for both desktop and mobile, focusing on usability since most users access it on mobile devices. We used UX principles, user feedback, and a new brand look to create an intuitive store locator and interactive service listings.
The new website improved usability, boosted customer engagement, and led to more shop owners using PayPoint services. There was an increase in store locator usage and service listing engagement, meeting PayPoint's goals. The client provided positive feedback on the design and user experience, retaining us for ongoing design and marketing work. The refreshed brand identity was a key factor in making PayPoint stand out, helping to reinforce their market position and attract a broader audience.
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