The challenge

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A client in the fuel industry sought to enhance the customer experience by introducing a new mobile application. The app was designed to enable customers to pay for fuel from within the app without having to queue at checkouts, and also provide them with additional benefits such as a loyalty programme. It was to be simple to use, user-friendly, scalable to different markets and based on the same backend for the B2B customer as well.

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The solution

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To implement this project, we assembled a team comprising business analysts, backend developers, UX designers, testers, Android developers and iOS developers. Each expert underwent a comprehensive vetting process, which assessed both technical competencies and soft skills. 

The project process included:

• Workshops: to define the project goals and objectives
• Research: Market and user research
• Field Study: Observations of customer behaviour at petrol stations
• UX phase: Designing the user interface with simplicity and intuitiveness in mind
• Style Guide: Creation of a coherent visual identity for the application
• UI Phase: Implementation of the user interface
• Development: Development of the mobile app for Android and iOS platforms
• Testing: Comprehensive functionality and performance testing

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The team used Agile methodology to deliver solutions quickly and efficiently, which included:

• Locating and selecting nearby stations
• Checking and reporting on pump availability at a given station
• Automating the process of paying for fuel directly from the app using a payment card
• Integration with an already existing loyalty programme 
• Preparation of a dedicated version for business customers with extended functionality

The result

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The project was a resounding success. The mobile application:

• Was downloaded more than 15,000 times and achieved a position in the top 20 apps on the AppStore
• Enabled the introduction of new features, including phone payment for car washes
• Reduced waiting times in checkout queues
• Increased customer satisfaction and received an average user rating of 4.7 

Furthermore, the project has been successfully implemented in other European markets.