Tinka
Sphere
Team
#Fintech #BNPL
Design team (Design Manager, Product Designer, Design Systems Engineer, Visual Designer), Product owners, Tech, C-level Managers, Marketing, Growth, Customer Experience
Role
Designing & bring new features, analyzing & optimizing existing flows, collaborate closely with business-side of a company. Proactively pushing innovations and quality-of-life improvements to product to contribute to overall company well-being, with the help of Design.
The Company
Tinka is a fintech company based in the Netherlands. The variety of services is aimed at improving shopping experience by providing flexible payment options like Pay in parts, Pay later etc. Partner network includes approximately 30 shops from small-medium size.
One of the values of the business is to be a responsible payment provider, meaning that all products tailor to your current financial situation. All “Buy Now Pay Later (BNPL)” suffered from a bad image, being irresponsible and creating additional debts for shoppers. Tinka wants to change this with a help of smart in-house algorithms and user-centered flows.
The job is to support Tinka in a dynamic environment and help achieve its ambitious goals.
Market overview
Dutch market is quite unique, with many people preferring online-shopping and having unique payment infrastructure.
Insight
67% of Dutch people prefer in-store shopping experience. One of the highest in Europe.
Variety of projects
Our team objectives included assessing current scope of work, prioritizing and shipping new features, as well as optimizing the existing ones across App, Web & Partner-Merchant’s platforms. The tool set included OKR planning, User Personas, User Testing, Service Mapping and many more.
Some of the examples of completed projects below 👇
Introduction of cards for in-store experience
Having most of the companies in this field offering flexible payments online, we introduced a flexible in-store experience. The flow was build around a card with unique barcode that can be used at cash desks.
Creating a center for all your payments
We have a variety of products and experiences for different customers. As a part of unification of these experiences we came up with one space called "Payments" where you can see overview of all types of payments and at glance understand your financial situation.
Optimizing the Onboarding flows
The goal was to find room for improvement to increase success rate of sign ups. We achieved it by merging some features into one screen, providing helpful tips and improving tech beneath those processes.
De-cluttering in the App
One of the problems of the app was related to navigation and prioritizing features. Having different accounts with different backgrounds, the idea was to create a dynamic experience that would fine-tune according to people’s own experience (e.g. new customers or existing but who didn’t use the app for a long time).
Introducing a better messaging and Marketing consent
As a part of being a responsible company, it is essential to communicate to customers any important changes to their account, as well as anything new that happens in the company and third-party partners.
Side note
The changes raised average NPS score to 7.2, App Store to 4.8, Trustpilot to 3.6.
Outcome
Tinka is still on its journey to reach its ambitious goal, which doesn’t happen overnight. For years, according to our user reviews, we achieved positive changes in different process. More and more people supported the idea of responsible lending, payments. Tinka is perceived as being simple to use and having an easy-to-understand fee structure.