You already know why to switch to mobile wallets, and if you don't yet, our best-practice guide can help you make that call. One question remains just as important: once the decision is made, how does a wallet project actually come together in practice?
At The Wallet Crew, this process comes down to 7 clear steps, from the initial scoping all the way to ongoing support. Here's how it unfolds, from the inside.
Scope & Objectives: the make-or-break step
Before even talking about technology, the success of a wallet project rests on a very clear definition of what you want to do, and why. A wallet isn't an end in itself: it needs to fit into a coherent, global customer journey.
It all starts with a simple but structuring question: what do we actually want to digitize? A loyalty card, an event ticket, a gift card, a membership card? Each format answers a different need, and that choice shapes everything that follows.
Next comes the question of expected benefits, on both sides:
- For the customer: easy access, everything centralized in their phone's wallet, information that's always up to date, a seamless experience both online and in-store.
- For the brand: better customer activation, less paper support material, a direct communication channel through the wallet.
A wallet pass needs to answer real needs, both in digital touchpoints (website, emails, app) and in physical ones (store, event, access control).
Configuration Workshop: breaking down the customer journey
Once objectives are set, it's time for a workshop with the client to break down the entire journey: when does the customer first discover the card? When do they add it to their phone? When and how do they use it, and what information do they need at each step?
This breakdown makes it possible to define objectives for each moment of the journey, and therefore to design a card that's genuinely useful, and genuinely used.
Real example: at Groupe Beaumanoir, the "Add to Wallet" button is directly accessible from the website, making it possible to add the card at the right moment, with zero friction, right within the customer journey.
Technical Integrations
The Wallet Crew doesn't store your customers' data: the wallet connects instead to your existing ecosystem : POS software, CRM tools, marketing and engagement tools. The goal is to drive wallet updates and engagement directly through the tools your teams already use.
Thinking through these integrations upfront guarantees three things: a simpler rollout, better internal adoption, and continuity with existing habits.
Content Design: front and back
What should someone see when they open their card or ticket?
- On the front: the visual identity, the customer's name, and the key piece of information (a points balance, a loyalty status, etc.)
- On the back: supporting details : terms, price, receipt, or practical information like row and seat for an event ticket.
The goal: a clear, readable card that gives the right information at the right time, without clutter.
Multichannel Distribution
A successful wallet is one that customers can easily get their hands on, wherever they touch the brand: email, SMS, QR code in-store or on physical media, or direct integration on the website and within the purchase flow.
Radio France, for instance, places QR codes at the entrance of its concert halls so anyone can download their card in seconds. The right approach: pick the channels that feel most natural given your customers' journey, rather than switching everything on by default.
Engagement & Loyalty
A wallet pass comes alive over time. Push notifications to announce an offer or say thanks after a purchase, geolocated notifications inviting a customer to stop by a nearby store, automatic updates to information (points, status, date...): these are the regular touchpoints that turn a simple digital pass into a real loyalty tool.
A good engagement strategy means more interaction, more visits (in-store and online) and a card that keeps its value over time.
Ongoing Support & Continuous Improvement
Launch day isn't the finish line. The Wallet Crew supports its clients with regular check-ins (monthly or quarterly, depending on the project), close analysis of feedback and usage, and evolving wallet templates based on real needs observed in the field.
It's this long-term support that makes the difference between a wallet that's launched... and one that truly lives.
Ready to launch your wallet project in 2026? Get in touch! We'll support you from the first step to the last.
