Consumer Product
Wallet to Card Transfer
Retained customers at the most vulnerable moment in the journey.
Problem
When a customer received a refund on Foodhub it went back to their card and took 3 to 5 days to arrive. By that time they had already ordered from a competitor.
What I built
Refunds land instantly in the customer's Foodhub wallet. They can place a new order immediately. If they want the money in their bank account they can transfer from wallet to card in one tap from the wallet section.
Key decisions
Default to wallet for instant access. Keep card transfer always visible in one tap. Do not hide the option.
Outcome
Customers who received wallet refunds placed a follow-up order on Foodhub instead of going to a competitor. Reduced drop-off after refund events.