overview
Tip after the service,
based on how satisfied you are.
Wondering how much to tip after receiving great service?
Want to personally show your appreciation with a tip and message?
Tiply lets you pay tips based on your satisfaction and send a personalized message directly to the staff.
We aimed to understand why people choose certain tip amounts, the challenges they face during the tipping process, and their overall perceptions of tipping.
Q.
Q.
Q.
Q.
What aspects were the most challenging when giving a tip?
If yes, how would you prefer to confirm that your tip was received by the staff?
What do you think about tipping before the service provided?
Have you ever wondered if the tip you gave was actually received by the staff?
Respondents
Period
Objective
63 Total
June 30 – July 5, 2024
To understand perceptions and behaviors around tipping
Calculating the appropriate tip percentage
55%
65%
Strongly disagree
Yes
Disagree
30%
45%
40%
15%
Unclear if tipping is optional or required
I have no difficulties
42.2%
Digital
(App or Email)
Printed
in Reciept
30.8%
23.1%
Verbally
Directly
💡 Insight
💡 Insight
😖 Painpoint
A negative view about tipping often arises when it's expected before the service is provided.
Knowing whether the tip was actually delivered to the staff is important, with a preference for contactless confirmation.
Calculating the appropriate tip amount can be challenging, and it's often unclear whether tipping is optional or expected.
problem Statement
Customers face confusion over tip amounts,
discomfort from pre-service tipping,
and a lack of confirmation that their tip reaches the staff.
IN-DEPTH INTERVIEW
People wanted to tip
based on satisfaction
in a pressure-free setting
restoring tipping’s true value
We conducted 5 interviews and clearly identified their needs.
based on satisfaction
in a pressure-free setting
restoring tipping’s true value
“I feel uncomfortable when the tip options pop up on the screen before I’ve even received the service.”
“I usually feel awkward deciding how much to tip while the server is watching.”
“I like being able to leave a personal note with my tip, especially when the service was exceptional.”
How Might We make tipping reflect customer satisfaction, free from pressure, and meaningful again?
Service Goal
Simplify tipping, amplify gratitude!
A service that simplifies tipping and brings back its genuine purpose.
Once your experience is complete, you can tip with confidence, expressing your gratitude in a way that reflects your satisfaction—without the pressure of deciding on the spot.
Smart Tip Suggestions
Tip Based on Satisfaction
☝️ Convenient Tipping Process
✌️ Personalized Interaction
Pay your tip effortlessly
as you walk out the door.
Add a personal touch by sending your tip
along with a thank-you message to the staff.
Not sure how much to tip?
We’ll suggest the right amount for you.
Rate your experience and get a tip
that matches how you feel.
Tip as You Leave
Send a Tip with a Note
Narrative Design
When the bill arrives, Alex sees a pre-set tipping screen with multiple options.
He wonders,
“Is 15% enough? Is 20% too much? Will the staff think I’m stingy?”
Uncertain and pressured, Alex hastily selects an option and leaves feeling uneasy about the decision.
Without Tiply
Alex is a 32-year-old marketing consultant who travels frequently for work. After a long day of meetings, Alex stops by a local bistro for dinner. While the service is good, Alex feels overwhelmed by tipping expectations in unfamiliar cities.
Alex’s Seamless Tipping Scenario
With Tiply
When leaving, Alex receives a friendly notification
“Ready to tip? Based on your bill, we suggest $8 (18%). Adjust if you’d like!”
Alex evaluates the service, rates it a solid 5/5, and sends a personalized message to the server
“Thanks for your great attention to detail—it made my day!”
This time, Alex uses Tiply. After scanning the QR code at check-in, Alex is free to enjoy the meal without worrying about tipping.
Alex leaves the bistro satisfied, knowing the tip truly reflects the service received. The staff member receives the tip with the thoughtful message, feeling valued and appreciated.
Service Map
Mapping a Tipping Experience for Everyone
: Customers, Staff, and Stores
We created two service maps. One focusing on the seamless tipping process from check-in to distribution, and the other highlighting the feedback loop for enhancing staff and store reputation.
This service map details the tipping process, covering customer check-in, direct tip payments via QR codes, and the distribution and payment methods for a seamless experience across customer and staff interactions.
This service map outlines the flow from customer payments to personalized tip suggestions, incorporating feedback tracking to enhance staff and store reputation.
Service blueprint
Outlined the user flow and key technologies
This blueprint visually maps out the entire service process, showing the interactions between customers, staff, and systems, both front-stage and behind the scenes.
Task flow
Tipping Proccess During a Restaurant Visit
This task flow illustrates how a customer interacts with our service during a typical dining experience at a restaurant. The scenario begins with the customer entering the restaurant, placing an order, enjoying their meal, and finally, leaving the establishment. Our service is integrated at key touchpoints to simplify tipping and enhance the overall experience.
At checkout, the customer can seamlessly tip based on their satisfaction, either by using a suggested tip amount or manually adjusting it. They also have the option to send a personalized tip message directly to the staff. This flow demonstrates how our service removes the pressure from tipping and makes the process smooth and efficient for both customers and staff.
Wireframing
Structured core screens
These wireframes establish the layout and structure for key user interactions, including Home, Checkout, QR, Tip Message, and Review screens. Each wireframe outlines the essential elements for a seamless user experience, guiding the design of intuitive and accessible interactions.
Home
Tip Message & Store Review
Customer
Tip Message
Staff
Store Review
QR Check-In
Tip Pay
design system
USABILITY TESTING
Evaluated key interactions
for user-friendliness and efficiency
Usability testing focused on assessing ease of use, clarity, and effectiveness across core features, including navigation, checkout, QR check-in, and messaging screens. Feedback gathered from participants helped identify pain points and guided iterative improvements to ensure a smooth, intuitive user experience.
Check-in via Store QR Code
Task 1
Before
After
Applied action color to the transition tab for better visibility.
Added secondary color to indicate when the QR code is successfully recognized, allowing users to understand the context immediately.
Participants struggled due to difficulty locating the screen transition button.
Pay Tip
Task 2
Before
After
Grouped information into a unified card layout for better organization.
Reorganized button hierarchy to improve clarity and usability.
Enabled real-time percentage calculations when adjusting the tip amount using a slider controller.
Refined the writing of
“Tip Suggestion” to deliver its purpose clearer.
Participants were unclear about the basis for tip suggestions and percentage calculations.
Buttons and information were not easily recognizable or intuitive.
Rate Satisfaction
Task 3
Before
After
Strengthened navigation consistency by reverting to the standard app bar.
Replaced the “Previous” button in the bottom navigation with a “Cancel” button for clearer intent.
Expanded the swipe area for easier interaction.
Improved visibility of the progress bar by applying a secondary color.
Participants experienced confusion during the satisfaction rating process.
They were unaware that they could stop the evaluation and return to the tip adjustment stage.
Final design
HOME
Seamless Check-In
Receive a notification as you leave, making it easy to tip without any hassle.
Stress-Free Tipping
Satisfaction-Based Tipping
Personalized Gratitude
QR Check-In
Tip Pay
Store Review
Tip Message
Scan the QR code when you place your order
to effortlessly check in.
We suggest a tip percentage and calculate the amount for you. Don’t like it? Feel free to adjust it with ease!
Rate your experience and let Tiply guide you to a tip that reflects how you feel.
Send a direct tip with a heartfelt message to show your appreciation to the staff.
Tiply
9:36 PM
You've checked out from Mel's Dive-In.
Tip now!
We help you stay on top of your tips with a card-style overview of recent activity.
Easily track when and how much you tipped, and manage everything at a glance.
Check in effortlessly to get started!
Your Tipping, Your Way
Reflection
What I learned
Next Steps
User Insights
Through the research phase, I came to understand the immense value of in-depth user research in uncovering key insights that guide impactful design decisions. By diving deeply into user behavior and preferences, I was able to identify critical factors that would influence the overall user experience, emphasizing the need for trust and simplicity.
Trust Design
During the design process, I recognized that in payment services, user trust is paramount. This required me to carefully consider every interaction and design element to ensure that users felt secure and confident throughout their tipping journey. Balancing user needs with a design that prioritizes reliability and ease of use became a central focus, shaping a seamless and trustworthy experience.
AI Integration
I see opportunities to deepen our understanding of AI technology, moving beyond simply using it for tip recommendations. Designing a robust AI recommendation system that delivers accurate and personalized suggestions is essential. Exploring the technical aspects of optimizing this process would greatly enhance the service.
Service Expansion
There is significant potential to expand our service's impact. For instance, our tipping data could be integrated into job recruitment platforms, allowing service providers to highlight their performance metrics to prospective employers. Additionally, linking our tipping data with platforms like Google Maps could make restaurant ratings more reflective of tipping behaviors, offering a richer, more comprehensive feedback system.