User Verification on First Booking with Promo Code (New Checkout UI)

Overview

Objective

Implementing a User Verification on the first booking with a promo code can prevent the user from creating new accounts (fake accounts) and getting the benefit of promo code.

Background

The aim of this new feature is to verify users during their first booking using a promo code. This is achieved by using a One-Time Password (OTP) sent to the user's phone number.

By implementing OTP, it can avoid the creation of fake accounts persistently using new promo codes. By requiring users to verify their phone numbers, it's hoped that this can prevent the creation of fake accounts.

Possibilities

Gain

• The primary benefit of OTP verification is increased security. By requiring users to verify their phone numbers via OTP, the system ensures that the person claiming the promo code is the legitimate owner of the phone number provided. This reduces the risk of fraud and unauthorized use of promo codes
• Implementing additional security measures like OTP verification can increase users' trust in the platform. Knowing that the company takes steps to prevent fraud and protect their interests can lead to a more positive perception of the brand

Pain

• OTP verification relies on the successful delivery of SMS messages or other forms of communication. Technical issues, such as delays in receiving the OTP or failure to receive it at all, can frustrate users and hinder the booking process
• For some users, the additional step of verifying their phone number might be seen as an unnecessary complication, especially if they are accustomed to a more straightforward booking process. This could potentially lead to a negative impact on the user experience
• Some users might have concerns about providing their phone number for verification purposes. They may worry about how their personal information will be used or whether it will be shared with third parties
• The OTP verification process assumes that all users have access to a mobile device capable of receiving SMS messages or calls. This could exclude potential users who do not have such devices, limiting the accessibility of the promo code offer

Goals & Success Metrics

User can submit booking

1. User makes a booking until he/she on the checkout page
2. User fills in all of the form (Personal Information, etc)
3. User clicks/taps "Confirm Booking" button

4. Appear the pop up of "verify phone number" with a button ("Get OTP" button)

5. Click the "Get OTP" button
6. User is given time limit (1 mins) to fill in the OTP and appear the "Resend OTP" button

7. After click "Resend OTP", the time limit will be 3 mins

8. User submit the valid OTP and click the "Submit" button

9. Order Completed

User can't submit booking

1. User makes a booking until Click the "Get OTP" button
2. User is given time limit (3 mins) to fill in the OTP and appear the "Resend OTP" button

3. User submit the invalid OTP and click the "Submit" button
4. Appear error state "Invalid OTP"

User doesn't have thailand number

• Remove offers section

FAQ & Considerations

Who will get the user verification? The user must have the following criteria :

• New User (Registered) who hasn't booked / dine with HH before (with promo code)
• User who hasn't used promo code

Who won't get the user verification? The user must have the following criteria :

• Existing user who has booked / dine with HH before (at least 1 booking before)
• There is no "No Show" status before
• Guest User (not registered yet)
• User who has used promo code

How many times does the user need to fill in the OTP? Once

Timeline

Sprint 38