Service
Naomi selects the completed service on her phone.
DUAL-UX CASE STUDY
Naomi.
From transaction to relationship.
Naomi Hair Studio demonstrates how a service interaction can begin openly, move securely through payment on the customer's own device, and create a natural path into a richer returning experience.
THE CHALLENGE
A simple service moment.
Too many digital handoffs.
A mobile or small-business merchant may need to complete a service, accept payment, and continue the customer relationship without introducing unnecessary friction.
The experience should not depend on handing over the merchant's phone, forcing a customer to install an app first, or separating payment from the rest of the customer journey.
THE EXPERIENCE
Seven moments.
One continuous journey.
QR
The merchant presents a QR code for the customer to scan.
Customer
The service and checkout experience opens on the customer's own device.
KONEK
The customer chooses KONEK and continues into secure bank authentication.
Bank
The customer authenticates directly with their participating bank.
Success
The transaction is confirmed and the customer returns to Naomi.
Return
The experience can continue through a richer saved/on-device relationship.
THE DUAL-UX MOMENT
Open first.
Personal when it matters.
The customer does not need an installed experience to begin. DUAL-UX uses the open web as the universal entry point, then creates a path into a more persistent on-device experience when the customer chooses to return.
OPEN WEB
Scan · Review · Pay
ON-DEVICE
Return · Personalize · Engage
WHAT POWERS THE JOURNEY
A customer experience layer
connected to trusted services.
EXPERIENCENaomi Web UXNaomi On-Device UX
DUAL-UXContextRoutingExperience State
PAYMENT JOURNEYKONEK by InteracGlobal Payments IntegrationConfirmation
MERCHANT SERVICESServicesBookingsNotificationsCustomer Relationship
WHY IT MATTERS
Less friction at checkout.
More value after it.
No customer phone handoff.
The merchant initiates the journey while the customer completes payment privately on their own device.
No app required to begin.
The first interaction works through the browser, preserving reach and removing the install barrier.
Secure bank authentication.
The payment journey can leverage trusted bank authentication through KONEK by Interac.
Payment becomes a bridge.
Confirmation is not necessarily the end; it can become the beginning of a returning customer relationship.
FROM NAOMI TO A PLATFORM
One implementation.
A reusable pattern.
The Naomi experience demonstrates a broader DUAL-UX pattern that can be adapted across service businesses, commerce, payments, financial services, hospitality and enterprise customer journeys.
The implementation changes. The philosophy remains consistent: open access first, deeper engagement when the relationship grows.
THE OUTCOME