Hangry App Loyalty 2022

Improving user clarity and reducing complaints by 54%

QR Receipt Scanner — Hangry App

Users were struggling to scan QR codes on Hangry receipts, flooding support with complaints and abandoning the loyalty flow. I led the research and design of a contextual in-app help system that cut those complaints by 54% within three months of launch.

Outcome −54% User Complaints Company Hangry Role Product Designer & Researcher Timeline Feb – Mar 2022 Team 1 Designer, 1 Engineer
01

Problem

Users struggled with scanning QR codes on Hangry receipts. Low success rates led to high support complaint volume and users abandoning the loyalty flow entirely — hurting both retention and satisfaction.

Previous QR scanning experience — no instructions
02

Objectives

Assist users experiencing QR code scanning troubles in real time
Reduce user complaints through improved in-app scanning support
03

Research

We ran controlled experiments to identify root causes, testing hypotheses around printer quality, QR code density, and camera capabilities across iOS and Android devices.

Research experiment setup
01 Flattening receipts dramatically improved scan success rates
02 Print area size (small vs. large) had no impact on scan success
03 iOS performed better than Android on bent or damaged receipts
04 The Hangry app camera outperformed native alternatives on both platforms
04

Competitive Benchmarking

Most competitors lacked any scanning instruction features. Help functions were typically indicated only by a "?" icon with no visual guidance. Only Dana and Grab provided both QR code explanations and a dedicated help section with illustrations — a clear direction for our solution.

Competitive benchmarking — comparison 1
Competitive benchmarking — comparison 2
05

Solution

We iterated through multiple approaches before reaching the final design.

Iteration 01 Rejected
Mandatory instruction page before scanning
Blocked all users before they could scan, adding unnecessary friction to the happy path. Dropped due to potential abandonment from users who didn't need help.
Iteration 02 ✓ Shipped
Contextual bottom sheet — scenario-specific
A context-aware help bottom sheet triggered during scanning, addressing specific scenarios: folded receipts, water damage, poor lighting. User-initiated, not forced. Clear CTA to re-scan after reading.
Final UI — contextual help bottom sheet
06

Results

Data collected over three months pre- and post-launch confirmed meaningful improvement across complaint volume and scan success.

−54%

Fewer user complaints

Reduction in QR-related user complaints, measured over 3 months following launch

Before release
Mid Dec – Mid Mar
15
Dec
6
Jan
10
Feb
4
Mar

At least 4 complaints per month

After release
Mid Mar – Mid Jun
1
Mar
5
Apr
5
May
5
Jun

Maximum of 5 complaints per month

Before vs After — 3 months period
Total complaints compared
35
Before
16
After

Reduced complaints by 54% since feature released Mid March 2022