Reviewing the pain points and software usage in the hospitality sector according to the UX of customers

Examining pain points in the Swiss hospitality sector, this study unveils key insights into user experiences, point of sales systems (POS), and payment processes. The results demonstrate the importance of a software solution to provide merchants and customers with a smooth user experience.

David Tettey & Zion Riviere & Fallou Galass Bakhoum & Laurent Wildberger & Reza Shah & Julia Messmer, 2023

Art der Arbeit Projektarbeit/Praxisprojekt
Auftraggebende Worldline Schweiz AG
Betreuende Dozierende Wagner, Ulrich
Keywords Payment Terminals, Tipping practices, Point of sales, Hospitality sector, User experience
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The Swiss hospitality industry faces challenges in payment processes and software efficiency. Existing systems show high transaction fees, reliability issues, and inefficiencies in tip management, impacting customer satisfaction and operational effectiveness.
In the beginning the group split into two groups of three, and concucted several interviews with various hospitality establishments, in particular restaurants, bars, cafes and takeaways as well as an extensive online research. The study focused on identifying pain points in existing payment systems. The emphasis was on software issues, daily challenges, and the satisfaction with payment terminals in place.
The study revealed a preference for modern payment methods like mobile payments and QR codes, highlighting the need for innovative solutions. It identified high fees, software reliability, and inefficient tip management as key issues. Recommendations include integrating more efficient, reliable payment systems, improving customer service and closing information gaps to communicate quality value creation. For the client, addressing these points could enhance customer satisfaction and operational efficiency, maintaining the leadership position in payment solutions adapted to the rapidly evolving hospitality sector. The insights provide recommendations for the client to refine their offerings, ensuring they align with current consumer preferences and technological advancements.
Studiengang: Business Administration International Management (Bachelor)
Vertraulichkeit: öffentlich
Art der Arbeit
Projektarbeit/Praxisprojekt
Auftraggebende
Worldline Schweiz AG, Hardturmstrasse 201, 8005 Zürich
Autorinnen und Autoren
David Tettey & Zion Riviere & Fallou Galass Bakhoum & Laurent Wildberger & Reza Shah & Julia Messmer
Betreuende Dozierende
Wagner, Ulrich
Publikationsjahr
2023
Sprache der Arbeit
Englisch
Vertraulichkeit
öffentlich
Studiengang
Business Administration International Management (Bachelor)
Standort Studiengang
Brugg-Windisch
Keywords
Payment Terminals, Tipping practices, Point of sales, Hospitality sector, User experience