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Designing A Frictionless Payments Experience

While connected store technology and streamlined checkout processes have been on the rise for years, their implementation is undergoing an acceleration as consumers increasingly prioritize safety during their in-store purchase experiences. With advances in mobile, biometric, ambient and cloud tech capabilities, retailers have more digital tools at their disposal than ever before when it comes to designing transactions that meet consumer expectations for convenience while reducing the need for contact during purchase or payment. Providing the means for connected payment experiences also creates opportunities to further personalize the shopper journey for customers, enabling stores to offer tailored recommendations, rewards and discounts that encourage loyalty and engagement within a greater brand ecosystem.

This research paper explores how retailers are continually streamlining the purchasing experience by integrating mobile-first and tech-enabled solutions that allow customers to handle checkout on their own, often contactlessly and on their mobile device. It also outlines innovative transaction means that combine next-gen seamlessness with touch-free safety to provide customers with retail experiences that meet—if not exceed—their expectations.

Published August 2020

Key Topics

Hybrid Sales Assistance

Regardless of where and how consumers choose to shop, they expect to be met with service that is personalized based on their past interactions and current needs. To be able to deliver on that expectation, retailers are equipping their associates and service reps with AI-powered dashboards that serve up relevant information like shopper purchase history and preferences, alongside contextual data like current promotions and product details and availability in a single view. By empowering associates...

Biometric Gateways

Retailers are building personalized, secure moments into the customer experience that are unlocked by biomarkers or other unique customer identifieers.

Biometric Response

By recognizing and interpreting facial, biometric and audio cues, AI interfaces can identity shoppers’ in-the-moment emotions, reactions or mindset and deliver appropriate products, recommendations or support—ensuring that a retail engagement doesn’t miss its mark.

Elevated POS

Retailers are leveraging interactive digital & mobile-app displays harnessing tech like AI, AR and VR that allow shoppers to search and discover product information as well as other other relevant information to elevate their shopping experience. This includes adjusting in-store displays, pricing and service through biometric recognition to reflect customer profiles, loyalty accounts or unlocked rewards and promotions—creating a custom shopping experience for each visitor, at scale.

Liberated Spaces

Today’s on-the-go consumers expect their in-store transactions to be as frictionless as their online ones. By automating processes and transactions through technology, such as biometrics or connected apps, retailers are shrinking their points of sale, freeing up space within the physical store that can be utilized for other purposes and allowing retailers to put more resources into elevating the in-store customer experience.

Designing A Frictionless Payments Experience

This 25-page research paper includes:

  • A look at consumer priorities around speed and safety driving the need for streamlined purchase and checkout capabilities from both online and IRL retailers they shop with
  • 13 strategies for using mobile, ambient, biometric and otherwise tech-driven tools & platforms to enable efficient, contactless or alternative forms of payment
  • 55 trend-supporting exemplary case studies
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