The feedback was clear through the years about the deep frustrations of matching up their data across systems. We untangled the complexity and found a path forward.
New revenue from MobilePay Terminal transactions
Tap to Pay technology for the MobilePay Terminal app
Blackbaud's "MobilePay Terminal" app is used for in-person nonprofit events and requires buying separate bluetooth payment terminals. During busy events, this could add up. "Tap to Pay" is a capability that turns your smartphone into a contactless card reader. There was an opportunity to drive outcomes for everyone:
Nonprofit customer outcomes:
Savings: No need to buy expensive hardware to process in-person payments
Flexibility: Volunteers can take payments anywhere with just their phone
Donors outcomes:
Speed: Tap to Pay takes 2-3 sec vs. 8-12 sec inserting chips
Convenience: Nearly all cards have contactless technology
Security: Tap to Pay transactions are PCI compliant and encrypted
Business outcomes:
A new $0.15 per transaction revenue stream for the payments team
MobilePay Terminal app in the Play Store
I designed a workflow so that users can easily switch between Tap to Pay and a physical payment terminal if needed. I facilitated a structured Early Access Program (EAP) to gather feedback before our release.
The feedback was positive and we found the flows to be usable based on ease of use scores as well as SUS, NPS, CSAT, and the Ellis test. We learned some organizations wanted to collect additional donor information which caused some friction and we recorded future feature requests.
Tap to Pay transaction example
Innovation impact
We released this new capability at the same time as several other enhancements including a new modern experience for Blackbaud Integrated Payments. This became part of the highlights we presented at our annual BBCON conference for nonprofit customers.
Revenue gains
Tap to Pay unlocked a new source of revenue for the business while also benefiting customers by removing the overhead of buying and maintaining physical hardware devices.
The Tap to Pay workflow for the Mobile Pay Terminal app.