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Born with the concept of “All in One,” the “Rakuten Pay Terminal” is an all-in-one device for physical stores equipped with payment functions, a tablet, printer, and communication capabilities (mobile communication and Wi-Fi).
Designed to meet merchants’ needs and embody Rakuten Payment’s commitment, this product has been introduced in a wide range of store types. While it is a Rakuten Payment product, it also strongly represents the culmination of the Rakuten Group. What are the thoughts of the members who challenged this project as “ONE Team”?
Our Mission & Surrounding Challenges
Supporting the full digitalization of payments in physical stores for the zero-cash era
The goal of the “Rakuten Pay Terminal” is full digitalization of payments. By supporting various payment methods in a single device, it creates value by improving user convenience. Furthermore, the product’s functions continue to evolve after release, expanding services for merchants. It is positioned as a solution that also contributes to solving challenges such as improving store operational efficiency.
Members
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Product Manager
Tak
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Product Manager
Miho
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Sales
Api
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Sales
Punch
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Mobile Engineer
Mike
Collaboration within the Rakuten Group
Creates a Highly Competitive Payment Terminal.
Before the release of the “Rakuten Pay Terminal,” store payment services were divided into devices such as “tablet or smartphone,” “payment terminal (card reader),” and “Bluetooth-connected printer.”
The product development of the all-in-one payment terminal aimed to integrate these. The project started in June 2020. Takuya was involved from planning as a product manager.
The collaboration with Rakuten Mobile brought not only expertise in communication functions but also a unique strength in having a communication line owned by a group company, enabling the creation of a higher quality and more competitive product.
Project leader Miho played a bridging role between the business and development sides, communicating with internal and external stakeholders and refining necessary requirements one by one.
Collaborating with Companies in the UK and China
to Explore the Optimal Product Solution.
With Rakuten Mobile’s cooperation, a UK company joined as an external vendor, and a Chinese manufacturer was responsible for hardware. For Mike, the development team leader on the Rakuten Payment side, system development for the new terminal was a new challenge.
Akari from sales gathered merchants’ needs and shared the information with the team. To make a product accepted by merchants, she provided feedback from a close-to-the-field perspective on what was needed and what should be improved.
After many prototypes, in December 2022, the product approached its final form, and the next step was field testing targeting physical stores.
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Mike“For the all-in-one payment terminal, we had to decide one by one whether to implement functions in hardware or software. Until now, I was only responsible for software such as app development, but it became necessary to collaborate with stakeholders including hardware.”
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Api“To create a terminal that fits various stores, we paid attention to the shape, color, and materials of the main unit. The name ‘Rakuten Pay Terminal’ was chosen from over 100 candidates. I believe it became a product that simply conveys our strengths and has brand power.”
Repeated Field Tests
Aimed for Release in the Best Condition.
Merchants from various industries cooperated in the field tests. Starting with 20 to 30 stores at minimum, and eventually 3,000 to 4,000 stores used the terminal to identify and fix issues.
Sales planning manager Kazuhiro felt the expectations inside and outside the company grew as the project progressed.
Several bugs and errors were found during field tests. To investigate causes and decide optimal countermeasures, Rakuten Payment’s development team and Rakuten Mobile’s specialist team were involved. Eliminating all bugs was difficult, so they explored how to minimize risks by resolving issues using quantitative and qualitative data.
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Punch“Our shared desire was to create a product accepted by partner companies. Field tests checked the system in a live environment. Over about six months, we expanded stores and received valuable feedback.”
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Api“During field tests, there were comments like ‘payment speed is not good.’ With time differences between the UK vendor and Chinese manufacturer, coordination was sometimes difficult, but the development members worked closely together. Thanks to that, we were able to release the product in the best possible condition at that time.”
Growing into a Product Used by Tens of Thousands of Stores
and Achieved Stable Operation After Release.
The “Rakuten Pay Terminal” was released in July 2023.
Stable operation was achieved through meticulous troubleshooting. Since then, bugs and errors have been almost nonexistent, and management highly evaluates its stability.
Merchant feedback has been mostly positive. The number of units introduced has expanded, with tens of thousands of stores now using it. For sales, it has also become an opportunity to increase contact points with merchants.
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Marsh Mike“I watched the release focusing on whether it would operate stably. I remember feeling relieved as there were no major troubles. Development continues to improve the product after release, so I expect it to become an even better service.”
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Punch“The ‘Rakuten Pay Terminal’ is a product with great growth potential. Reflecting partner companies’ needs and addressing management challenges such as supporting digitalization, I feel business opportunities are expanding.”
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Miho“I am proud that we created a good product that also demonstrates Rakuten Group synergy. Going forward, we aim to incorporate over 70 Rakuten service assets and further collaboration within the group.”
Future Vision
See Other Episodes
Various transaction services under ONE Payment
Rakuten Payment tackle challenges to fully digitize transaction to realize society where everyone can enjoy equal values.
One Payment connects society
ONE ID and ONE point connects online and offline seamlessly. High quality point reard program enrich everyone's life and society.
Products and Services keep evolving.
Rakuten Payment continues to improve convenient services day by day. We showcase most recent achievements so far.
Tak“Among the various challenges to realize the all-in-one payment terminal, the most difficult was the communication function. Rakuten Payment lacked knowledge about ensuring the quality of communication using SIM and related considerations. Therefore, we sought cooperation from Rakuten Mobile, a group company.”
Miho“To ensure partner companies can use it without inconvenience, it was necessary to involve many stakeholders and have the ability to engage others during the decision-making process.”