The document appears to be notes from user research and testing of a product called CoinOut. It includes quotes and thoughts from users as they learn about, interact with, and use the CoinOut system. The notes are organized around the phases of the user journey, including initial inquiry, comparison to other options, the purchase or redemption process, and reflections on the experience. Recommendations are provided to improve clarity, incorporate rewards to compete with other services, and ensure users can easily access saved credit.

5. http://xraywo.axshare.com

26. 26
PROTOTYPE
W
hat
does
it
do?
Is
this
an
app?
B
ut
w
hat
ifIw
ant
to
use
m
y
cash
elsew
here?
Should
Idelete
the
app?
Iguess
Icom
e
here
enough..
D
o
Iget
rew
ards
w
ith
C
oinO
ut?
Iget
them
w
ith
LevelU
p
D
o
Idow
nload
this?
!
U
gh,Ihate
holding
up
the
line!
!
This
sucks
Ihave
to
save
up
enough
change
to
use
any
ofit
!
Ihope
this
is
secure
O
ooh..cooldevice!
C
an’t
w
ait
to
use
to
cash
in
for
m
y
next
lunch!
W
ow
!C
oinO
ut
is
super
fast
It’s
like
getting
a
free
salad!
N
o
loose
change?
A
w
esom
e
INQUIRY COMPARISON PURCHASE REDEMPTION
Recommendations:
Leverage the uniqueness of the product
to attract consumers and merchants
attention. Make the process as clear
as possible.
Recommendations:
Incorporate loyalty rewards, as LevelUp is
a main competitor at many local stores.
Customers look for additional incentives
Recommendations:
Make sure people know to save the contact
in their phone.
Recommendations:
Create a system where people can use
CoinOut credit regardless of the price of
their purchase (in relation to their account
amount)
THOUGHTS
& FEELINGS
Sees CoinOut at Just Salad
Redeems CoinOut successfully
Tries to redeem CoinOut, doesn’t have
enough credit
Receives confirmation text
Brand Ambassador shares benefits
Notices the LevelUp app
Asks cashier about CoinOut device
Danielle can’t find her cash, pays with
card at checkout
Uses CoinOut for the first time
Observes other customers “Coining out”
PHASES
OF JOURNEY
EMOTIONAL
EXPERIENCE
USER JOURNEY