Turning Digital Receipts into a Product Feature

Transforming digital receipts in a grocery shopping platform from a simple transaction record into a post-purchase feature that improves the customer experience while enabling the removal of costly paper receipts.

Role: Product Manager / UX lead (concept exploration and solution design)

Scope: Post-purchase experience

Customers received two versions of their receipt after each order: one sent by email and another printed and delivered by the driver at the doorstep.

Printing and distributing these paper receipts created a significant operational cost. The business wanted to eliminate them.

However, research showed that over 90% of customers reviewed their receipts. They used them to check substitutions, verify prices, and request refunds when necessary.

Removing paper receipts without improving the digital experience risked degrading the post-delivery moment in the customer journey.

Reframe digital receipts from a static record into a post-purchase product layer that helps customers manage their shopping.

If digital receipts became more useful than their paper counterpart, removing paper receipts would become a natural transition rather than a forced change.

• analysed how customers interacted with receipts
• identified key behaviours around order verification, budgeting, and record-keeping
• developed hypotheses around new receipt use cases such as reorder flows and expense tracking
• designed a digital receipt experience supporting substitutions, refunds, and basket rebuilding
• built and tested a prototype focused on three key tasks:
  • rebuilding a weekly basket from a receipt
  • sharing a receipt for record-keeping
  • requesting a refund for a damaged item

The redesign demonstrated how a cost-reduction initiative could become a product opportunity.

By expanding the role of digital receipts, the platform could eliminate paper receipts while simultaneously improving the post-purchase experience and encouraging repeat purchases.