A fintech mobile app that digitises Germany's bottle deposit system, replacing lost paper receipts with seamless digital payouts, smart savings, and effortless charitable giving.
Users lose paper Pfandbon receipts before they can redeem them, literally throwing away money they earned by recycling.
First the machine, then the cashier. This two-step process wastes time and discourages people from recycling regularly.
Cash at the counter is the only option. No digital transfer, no saving, no donating. It simply doesn't meet modern expectations.
Quantified behaviours across eco-conscious consumers, busy professionals, families, and budget shoppers.
Deep qualitative insights into pain points, emotional frustrations, and unmet needs around bottle returns.
Group discussions with 5 to 8 participants exploring digital payouts, donation options, and savings features.
We observed real users at Pfand machines, documenting every step to uncover hidden friction in the process.
Research at a Glance
Users want choice, not just a digital receipt replacing paper.
Many wanted to donate refunds but had zero infrastructure to act on it.
Finding a working, nearby Pfand machine was a real barrier for users.
“I recycle religiously, but I lose the receipt half the time. The system punishes you for doing the right thing.”
| Stage | Action | Goal | Emotion | Pain Point | Opportunity |
|---|---|---|---|---|---|
| 01Collects bottles | Gathers bottles over the week | Return on next trip | Neutral | No deposit visibility No tracking | Pre-visit estimate → Estimate |
| 02Finds machine | Travels to supermarket | Find working machine | Uncertain | Machine broken Availability | Real-time locator → Locator |
| 03Returns bottles | Feeds bottles, gets paper receipt | Get refund quickly | Impatient | Long queues Time waste | QR scan receipt → Digital Receipt |
| 04Redeems receipt | Goes to cashier for cash | No-hassle money | Annoyed | Receipt lost Lost money | Auto e-wallet deposit → Auto Deposit |
| 05Uses refund | Spends cash in-store only | Use refund meaningfully | Limited | No choice No flexibility | Save, donate, transfer → Multiple Options |
Every pain point traces back to the paper receipt. Remove it and the biggest friction disappears.
When users can save, donate, or transfer, they return more bottles and engage more often.
Tiny refunds feel meaningless alone. But accumulated in saving pots with interest, they become significant.
Every feature connects directly to a validated user insight. No assumptions.
Bank transfer, e-wallet, saving pots, and donation, all from a single refund flow.
Browse charities, pick a payment method, and share your donation to inspire others.
Fixed and flexible pots with interest that turn small refunds into real savings over time.
Find nearby machines with real-time availability, helpful for both users and retailers.
QR scan auto-completes with a receipt summary. Fewer decisions, less cognitive load.
We started with the home page to give users access to all app features.
First Iteration: Replaced the ad-like charity card with a simple detail card that users noticed and trusted.
Second Iteration: Improved clarity and added horizontal scrolling so users could browse faster with fewer taps.
Previous Flow
After Iteration
Before: Users picked an amount, saw only Apple Pay, and landed on a success screen. No further engagement.
After: We showed all available payment methods and added social sharing post-donation, giving users control and encouraging a ripple effect.
Previous Flow
Final Iteration
Before: Enter amount, money sent instantly. No confirmation, no verification, no proof.
After: Added a confirmation screen with full details before finalising, plus a share button so users can send the receipt for verification.
Previous Flow
Final Iteration
Before: Users saw only the machine location. Nothing extra for the trip.
After: Added in-store deals and promotions alongside machine locations, giving users a reason to visit and retailers a way to drive foot traffic.
Represents recycling and money digitisation, the two core values of PfandBank. Multiple iterations for brand alignment.
Blue for trust. Green for sustainability. White for clarity.
Inter typeface. 12-column grid, 24px gutters, 16px margins for consistent alignment.
Frictionless donation redirects refunds to causes fighting poverty.
Integrated content turns everyday recycling into food security contributions.
A convenient process increases bottle return rates and reduces waste.
Better UX means more recycling and fewer plastic bottles ending up in oceans.
Every feature that resonated came from a validated insight. Assumptions rarely matched what users actually needed.
The most impactful iterations removed steps, not added features. The scan flow proved this perfectly.
Investing time upfront made the hi-fi phase faster and kept visuals consistent without constant cross-checking.