square presentation 2.26.16

BRINGING IT FULL CIRCLE

Why Square?

Strengths

Weaknesses

Opportunities Threats

Pricing Structure

Small Margins

Software Solutions

B2C Offering

Overseas

markets

Non-urban

markets

Wall Street

Large Retail

Online Payments

Competition

Banking Infrastructure

Liability Shift

Mobile payments

SMB Loyalty

Breadth of Integrations

COMPANY CONTEXT

KEYS TO GLOBAL SUCCESS FOR SQUARE

Total Transaction

Volume

Number of Active

MerchantsMarket Share

Revenue / Active Merchant

Net Promoter Score

PRODUCT METRICS

Acquisition

Retention

Activation

Referral

Revenue

MERCHANT PERSONAS

● Sells at craft markets● Annual Transaction Volume:

$5K

● Hardware: Chip Reader● Software: Register, Online

Store

● Support: Browses FAQs○ Low Urgency

JessWoven, Inc.

Primary Needs● Mobility● Low-cost credit card

processing

● Food truck at Off the Grid● Annual Transaction Volume:

$90K

● Hardware: Point of Sale● Software: Register, Payroll

● Support: Calls Support○ High Urgency

Primary Needs● Easy set-up● Prompt payment● Fast, accessible support

EdgarSticky Fingers Foods

● High-end furniture store● Annual Transaction Volume:

$650K

● Hardware: Point of Sale● Software: Register, Invoices,

Payroll, Online Store

● Support: Sends email○ Medium Urgency

Aly & JamieJ’Taime Designs

Primary Needs● Business management● Payment solution for

multiple locations

WHAT IS WINNING FOR MERCHANTS?

Accepting any payment

Getting paid quickly

Less back office time

Access to Support

“We love Square, BUT……..”

Merchant Maverick, Jan. 5, 2016

Business News Daily, June 11, 2015

SUPPORT CENTER REFRESH

HypothesisBy improving UX and data collection ability, Square will see:

➔ Increase in Net Promoter Score

➔ Increase in Revenue/ Active Merchant

“As an active Square merchant, I want to quickly find the information I’m looking for and get help if I’m stuck.”

SCOPE OF THE SOLUTION

Work on responsive desktop version first

➔ Mobile/in-app support secondary

SCOPE OF THE SOLUTION

Keep SalesforceDesk API to utilize:

➔ Search bar with predictive text➔ Content management for FAQs➔ Data collection

SCOPE OF THE SOLUTION

New support center pages have:

➔ Less content that is more streamlined and visual

➔ Easier access to one-on-one Support➔ Content edited and re-prioritized on a

regular basis from visitor feedback

CURRENT STATE FUTURE STATE

CURRENT STATE FUTURE STATE

How will we roll this out to

merchants?

Next steps before starting work

Verify most important

metrics with Square

Research API requirements &

system dependencies

Examine existing

Support Center data

THE GO-TO-MARKET PLAN

Internal testing & training

Beta group launch

Blog post & Email

Global launch

Thank You!➔ lizhyde13@gmail.com

➔ pinterest.com/liz_hyde

➔ @lizhydepm