Rich successful indian business man professional entrepreneur wearing earbud standing outdoors on night city street holding cell phone using smartphone watching video or having mobile chat call.

The Client

Global Payments (GP) is an online payments provider who offer two main products which allow merchants to collect payments from their customers – direct debit (Ezidebit) and real-time CC payments (eWAY).

The Challenge

GP wanted to explore new opportunities within new markets, as well as their current customer base. GP were seeking to gain a greater understanding around payment needs, to inform decisions regarding which new markets to pursue, marketing messaging, and the development of new products and services.

The Approach

The project was broken into two key phases of research and design; first, we focused on merchants/businesses, and secondly, the end customers/consumers. The first phase centred on understanding the needs of potential industries GP wanted to branch into. The second phase took a deep-dive into the end consumers’ preferences and practices when making payments for their goods and services. This involved one-on-one interviews and focus groups, as well as a national survey to validate findings.

Strativity’s research insights gave GP a deep understanding of the types of solutions both merchants and their customers are looking for. These insights were then used as fuel for the ideation and prioritisation of a suite of recommendations.

The Results

While it is still early days, GP has a clear understanding of their customers and sound statistical basis for their decisions moving forward. They have a deeply engaged group of stakeholders driving recommendations and innovation concepts forward.

“Strativity helped us to understand and decompose our current customer experience and trial new and innovative offerings. They bring together research, strategic design and quantitative capabilities very well to deliver effective outcomes.”

Mark Healy,
Managing Director – Global Payments