One of the world's largest hotel chains approached Visa with a problem: their staff needed to receive gratuities because customers no longer carry cash. They looked to us for help in providing a solution.
We started with research, getting everyone involved's point of view. Workers, management, and customers were approached, which allowed us to build on some solid ground.
Pain points were discovered from the point of view of the employee and guest.
We also delved into the size of the opportunity. If solved, what impact will this have?
We looked at the environment and how that impacted the problem.
Three concepts were presented under two scenarios: In-the-moment and Not-Present tipping.
The concepts were very well received. The client was allowed to work with us to bring the ideas into reality, but they declined to move forward.
However, Visa deemed the concepts valuable, and they are currently in the Published stage of the patent process. The patent document can be viewed below.
Click here to view the Digital Tipping patent document.
