For a Seamless User Experience: The Journey of Connecting KakaoTalk Exchange Vouchers to Baemin Orders

The Baemin Gift Team implemented the 'External Exchange Voucher Integration Service,' which allows users to directly register brand exchange vouchers received via KakaoTalk in the Baedal Minjok (Baemin) app and use them for payment. This project was designed to resolve the inconvenience of users having to install a separate brand app or visit a physical store just to use a gift.

From a business perspective, the goal is to absorb external exchange voucher demand—which had remained at the boundary of the platform—into the Baemin platform, with the strategic aim of driving new customer acquisition and a lock-in effect. At its core, the project goes beyond simply adding a feature; it is about breaking down barriers between platforms and providing users with a seamless connection.

To achieve a successful implementation, the team coordinated complex collaboration with various stakeholders, including Kakao, brand companies, and coupon companies. The key collaboration strategies were as follows:

• Sharing a clear 'Why': Even when each organization had different KPIs, the team kept reminding everyone of the project's core purpose—'improving the customer experience'—to establish a standard for decision-making.
• Tailored communication: The team acted as a 'professional interpreter,' communicating with developers around APIs and error handling, and with business stakeholders around the settlement process.
• Proactive problem-solving: The team worked to build a standardized exchange voucher usage experience in order to overcome differences in system language and policy across organizations.