In creating their first smartwatch, the Ionic, Fitbit’s vision was to craft the perfect wearable companion not just for a run, bike ride or workout, but also for day-to-day life. They knew that Ionic would quickly become the most personal device their users own, on their wrist day and night, and thus had enormous potential to make life more convenient. jsense worked with Fitbit to design, prototype, and bring to market Fitbit Pay, a wearable wallet allowing users to make purchases quickly at stores around the globe through contactless payments, as well as store transit passes, membership cards and more on their watch.
User & Market Research
We conducted qualitative research to better understand the needs of Fitbit's customers when it comes to digital payments, and conceived our guiding principles for the project:
1. Reduce Friction
Be the simplest and lowest friction way to pay at the register of all the devices, cards or currency a person might carry. More than 25% of those interviewed who had previously tried an existing NFC/mobile payment solution had experienced at least one malfunction at checkout which discouraged continued use.
2. Free Users
Empower users to travel light and leave their wallet behind while exercising. About half of the users interviewed who exercise outdoors on a regular basis indicated "too many things to carry" as a top 5 pain point in their exercise routines.
3. Inspire Confidence
Make all of Fitbit's users – both young digital natives and older digital immigrants – feel comfortable using this new financial technology by emphasizing security throughout the UX. About 20% of users interviewed who did not use a mobile payment solution on a regular basis indicated "security concerns" as the #1 reason they did not use these technologies.
We designed the user experience on the watch to be simple yet secure. Simply hold down the left button then tap on the reader to pay. If the watch has been removed from the user's wrist, or more than 24 hours have passed, the user is prompted with a haptic pulse to enter their 4-digit pin before they can make a payment.
To manage cards on the watch, we designed and prototyped a new section of the Fitbit app, dubbed the Fitbit Wallet. For the initial launch, users were able to add credit cards. The ability to add local transit passes and other membership cards will follow after launch.
Wallet Features in Fitbit Mobile Apps
Left: iOS – Right: Android
No items found.