Exploring Digital Wallets

Our client, a global fintech brand, sought to uncover people’s relationships with their digital wallets by illuminating their paths to purchase when it comes to the everyday purchases they make in their lives.

To dig into the real world barriers that prevent buyers from fully embracing their digital wallets, we began our research with 48 immersive, 2-day digital diaries across three markets (US, UK, DE). Afterward, we selected stars for in-person shop-alongs to reveal emotional, functional, and psychological triggers at the point of sale. We conducted our international shop-alongs shoulder-to-shoulder with our client to maximize alignment and agility in the field.

We delivered a strategic playbook for our client, which included ways in which they could overcome current category barriers by leveraging the brand’s unique strengths and provide an experience customers will love and trust.