We want to empower merchants to streamline payments, drive customer convenience, and increase operational efficiency by securely storing and managing payment cards on file. This feature will reduce transaction friction, enable seamless repeat purchases, and provide a trusted, Payment Card Industry Data Security Standard compliant experience.
My Role
UI Designer
UX Designer
Researcher
OVerview
Lightspeed merchants rely heavily on loyal, repeat customers. However, the platform lacked a native way to store payment details. This forced merchants into a dangerous trade-off: convenience vs. security. Through data we found that 33% of R-Series merchants (9,531 users) were storing their customer’s data in a non-compliment way.
Insights from interviews
Without a secure way to store customer payment information, merchants resorted to risky workarounds:
Manual Card Notes for Phone Orders
Writing card details on notepads and manually entering them for phone orders
Third-Party Payment Workarounds
Subscribing to third-party payment systems with card-on-file capabilities, creating accounting discrepancies when reconciling transactions
Spreadsheet-Based Card Management
Maintaining customer card information in Excel spreadsheets for repeat order
"We're actually taking a photocopy of the credit card so we just input the information manually at the moment. That's, that's not a method I'm very confident and very in agreement with, but it's the best we have for now."
Rafael from Outiliage Express
"We're still using our old processors, web portal to store that card information and to run those transactions, ideally, we would have it all under Lightspeed payments"
Elliot from Roma Wine & Liquor
Problems
Lightspeed merchants across all retail products are unable to store customer cards on file, which restricts them from elevating their sales experience for loyal repeat customers. A related issue is that R-series merchants have resorted to using notes fields to input customer credit cards, which means Lightspeed is storing un-tokenized credit cards and is failing to meet PCI-DSS compliance.
Opportunity
The opportunity is to implement Card on File functionality to streamline payments, drive customer convenience, and increase operational efficiency by securely storing and managing payment cards on file
Helen Tran
Montreal, Quebec Canada