Customer Payment Processing Fee Changes

To our Hey You customers,

When we started Hey You (formerly Beat The Q) nearly 6 years ago, we had no idea just how popular the service would become. Yet here we are celebrating taking nearly 9 million orders with a service many of our customers tell us has made their life better by removing the hassles of waiting for orders and payments.

As Hey You continues to grow, we’re working hard behind the scenes to invest in building apps and systems that provide a better way to order and pay, while also bringing more cafes and food venues onboard.

We want to inform you of upcoming changes to our pricing.Some time ago, we implemented Payment Processing Fees to help us cope with the cost of certain payment methods. Hey You will be removing current Payment Processing fees for AMEX and Paypal paid orders. We will be introducing a Service Fee on all orders when the Pay As You Go Payment Method is selected. The Service Fee does not apply to orders when the Top Up Payment Method is selected or paid with vouchers. This Service Fee helps us run our platform and provide related services.

To change payment methods select Payments from the menu in the Hey you App, there you can select Pay As You Go or Top Up as your Payment Method.

Thanks again for being part of the Hey You community, cheers!

The Hey You Team

eCoffeeCard to become Hey You on June 27

In one of our previous posts we indicated that long-standing digital loyalty platform eCoffeeCard, owned by Hey You, would be merging into the Hey You network. New Hey You branded QR codes are making their way to our existing eCoffeeCard merchants this week to replace the soon-to-be-outdated eCoffeeCard codes.

The new codes function in the same way and even look similar. Below is a preview of what you can expect to see in store.

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One of the benefits that eCoffeeCard has brought to many users is that the system has been available to Windows users. Unfortunately, Hey You only supports iOS and Android devices for its loyalty offering. The order ahead component of Hey You can be accessed via a web page, app.heyyou.com.au, and is accessible from any device that supports a browser.

On Monday, June 27, 2016, the eCoffeeCard system will be discontinued and all eCoffeeCard users will need to use Hey You at this time to continue scanning for their loyalty.

What Happens To My Existing Stamps And Coffees?

If you have registered with eCoffeeCard then you will receive an email with a code that you can input into the Hey You app that will convert all of your eCoffeeCard loyalty into Hey You so that you don’t miss a beat! This will work for existing Hey You users in the “Redeem Code” section of their menu and those who are new to the system as a “Referral Code” on sign-up, or in the “Redeem Code” section after sign-up.

What If The New Code Isn’t In Store?

Don’t stress! The old eCoffeeCard codes will be compatible with Hey You so you will be able to scan an eCoffeeCard QR code with the Hey You app until your cafe updates it with the sleek new Hey You code. However, on Tuesday June 28, 2016, you will no longer be able to use eCoffeeCard to scan.

I’ve Followed All Instructions But I Am Having Issues. What Do I Do?

One of the great benefits of the roll over is that Hey You has a much larger team and bigger resource base. We have several talented individuals specially trained in all things eCoffeeCard and Hey You who are ready to help anyone who has any questions or issues. Simply send an email to our team at support@heyyou.com.au and they will come back to you as soon as possible with a resolution to any problems you might be having. Hey You’s minimum software requirements for Android are that you have Ice Cream Sandwich 4.0 or greater installed and for Apple devices that you are using iOS 7.0 or higher.

We are really excited about bringing the two networks together next week to offer more variety, a bigger network, more features and a better experience to users and customers on both networks. See you on the other side!

Getting Behind the Pay It Forward Movement

It’s an awesome feeling when you make someone’s day. It’s even better when you can do something nice for the people that already perform acts of kindness every day – charity workers.

We’ve teamed up with the crew at amaysim to do something special for Pay It Forward Day. There are thousands and thousands of Aussies who give up their time to work and volunteer at charities across the country. So this year, we’re enabling Hey You and amaysim users to shout a coffee for one of these amazing charity workers!

The genesis of the Pay It Forward movement is the idea of doing a random act of kindness that inspires another and multiplies into many more. When we met up with fellow tech innovator, amaysim, we knew there had to be something cool and innovative that we could do together for Pay It Forward Day to inspire this chain of kindness.

We’re both mobile ­led businesses that share the same goal of making life simpler for our users. It just made sense for us to give people an easier way of paying it forward, and what better way than with coffee?!

We’re hoping to see thousands of Hey You users give a coffee to a charity worker through this Pay It Forward campaign.

Here’s how our Pay It Forward campaign works:

●  Get the Hey You app

●  Search for ‘Pay It Forward’

●  Purchase a coffee from the Pay It Forward store. You can even add a note to the coffee if you like!

On the afternoon of the 28th we’re heading to charities in Sydney and Melbourne with our very own baristas! We’ll be making lattes, flat whites, long blacks ­ whatever the charity workers want! If you’ve left a note of thanks, we’ll write your note on their coffee cup too.

What is Pay It Forward Day?

Pay It Forward Day is about all people, from all walks of life giving to someone else to make a positive difference.

It’s been running since 2007 and at last count there were more than five million people in nearly 80 countries around the world participating in the day.

How will the money be used for Pay It Forward?

The money raised from the coffee donations will go towards funding coffee trucks, which will visit a handful of charities in Sydney and Melbourne on Pay It Forward Day. Any funds remaining will be donated evenly among the charities. The charities include:

Sydney:

Melbourne:

Who is amaysim?

amaysim is a leading Australian mobile service provider with a business model built on innovative technology. We have a special relationship with the team at amaysim because they’re some of the top users on the Hey You network.

amaysim is powered by the Optus 4G Plus Network. They offer simplicity and choice courtesy of month­to­month, bring your own handset mobile plans. amaysim’s DIY account management is backed by award­winning, online­driven customer support featuring Live Chat, email and social media customer service. amaysim’s SIM packs are available online at http://www.amaysim.com.au and from over 12,000 retail outlets.

How will amaysim Pay It Forward?

The first 2,000 to donate a coffee aka a “cup of kindness” will score $5 amaysim credit. For those already with amaysim, you’ll score $5 off your next bill. For everyone else, you’ll get $5 off any of their UNLIMITED plans. If you make a donation, keep an eye out for any emails from us and amaysim with the relevant promo codes on Friday, 29 April 2016.

*Note: donations are not charity tax deductible.

All Systems Operational.

Last year we re-branded. New colours, a new logo and a new name. During the re-brand we also made a fairly big change internally. We created a list of company values. The whole team created this list together. These values shape everything we do.

It’s not uncommon to see Company Values. Many list them on websites, marketing collateral and social media. It’s one thing to list them, and quite another to live by them.

One of our values is: We embrace radical transparency.

Over the past few weeks we’ve faced some pretty major technical challenges. Some have been out of our control, while others have been completely within our control. Our dev team currently has the challenge of upgrading our entire system. This is an important job, but with years of technical debt, it is also a challenging job. Whilst completing some upgrades a couple of weeks ago we caused system outages, which affected many venues and customers.

A number of you would’ve also experienced problems associated with the Telstra outages. Whilst we were unable to control that one, it was frustrating for people who were trying (unsuccessfully) to order ahead.

When these outages occur, our support team is bombarded with emails, calls, tweets and Facebook messages. We know this is a positive sign because it’s people that love using Hey You and are frustrated about going back to the old way of lining up to order.

This week we’re launching the Hey You Status Page. In the spirit of being radically transparent, we decided to give you guys full visibility over how our app is working. The page monitors performance of merchant order acceptance, the customer app and our website. 

We expect that most of the time there will be no need to visit the page (because we have an amazing dev team that not only keeps our system working, but is also constantly making improvements!)

BUT, on the occasions when you experience technical issues you can visit this page to get an update on the problem. You can also subscribe to the feed so that you’ll know when the problem’s fixed in real-time.

Fingers crossed you won’t need to use this page anytime soon!

Group Ordering

One day my need for a Sonoma coffee snowballed into a ten coffee order before I’d left the meeting room.  As I picked up the order it hit me. What better way for us to add value to our venues than to turn a $3.50 order into $35.00. The concept of group ordering was born in that moment and I’m excited for our team to be launching it this week.

You might well be able to relate to this situation…. as the resident coffee addict, walking around the office several times a day asking the team who wants a coffee. Typically the first response of “no thanks”, almost always turns into a “oh ok, why not”. It was clear there was an opportunity to socialise the ordering experience.

We knew this idea had the potential to increase the sales of our own venue, and make it a better experience for the consumer, as well. When we started speaking to our users they all loved the idea. It was clear that the payment and loyalty that goes with an office group order was a real pain point. Whether having to collect cash, missing out on your loyalty coffee or remembering who’s round it is, this feature keeps the office water cooler banter a lot less awkward.

For the geeks amongst us, it is all about the viral co-efficient.  How can we get people not only talking and referring our app to their friends, but also reminding and creating a habit amongst others.

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The process is much easier with Hey You’s Group Ordering feature.  You select the venue, the time, and the friends you want to invite.  You can choose to pay for them (with a spending limit) or let them pay individually.   Your friends get a notification, and with one swipe they can join the group order.  Everyones orders are displayed, and at your elected order time, the orders are sent down to the venue.  The venue processes the orders like they do normally, but groups them for pickup by one person.  Easy.

Our testing has been great.  We started doing it in the office for the morning coffee run.  What we have found is that it is also super useful for the office lunch order, or for getting the coffee for everyone in a meeting. I often send a group order to people before a planned meeting.  People are even setting up the order for the next day’s meeting which is great.

We are really excited about this feature.  I think the team has done a great job of version 1, and we would love your feedback on how we can make this feature work better for you in your usage of Hey You.

Special thanks to Fred who has leaded out on the backend work for this feature, as well as Nicola, Marinella and Alex who have played a great role in simplifying the original MVP that we tested with our customers.

Below is a quick video to show you how group ordering works in our office.

 

Engineering at Hey You – Recruitment Process

Like all startups, we take pride in our engineering recruitment process. At the start of 2015 we devised a process which helped us double the team size over a few months.

Before I talk about the actual process I want to provide some of the context that went into shaping our process.

I am an avid podcast listener and The Feel Podcast had just begun broadcasting. It’s a podcast hosted by Andy Kelk and its very first episode covered topics around culture and recruitment. One of the points, made by various leaders interviewed in this episode, that really resonated with me was hiring for cultural fit over and above technical fit. This point alone really shaped our recruitment process.

Culture First

You might be thinking, what does it mean to hire for culture first? It means in the very first meeting

  • we look for people who are interested in what we do
  • do they care about our product, our mission?
  • are they self motivated and invest in their own growth
  • do they attend meetups, do they read blogs etc
  • attitude over IQ… almost always!

I also look to understand the candidate’s motivations in seeking a position on our team, what they are passionate about, have they done any research about our company, do they use our app, can they critique it or suggest an improvement etc.

This is what we refer to as a cultural fit. If this first round goes well then we move into the technical phase of the interview process.

Technical Screening

To decide this part I got the team, at this stage we were 4 devs, together and put the following proposition to them

“ When we hire a new engineer you will be most impacted by that hire, so this your chance to ensure we hire the best possible person”

If the tech team says no to a candidate I do not override them….. ever! I have not broken that rule yet.

After much debate and drafts we landed on the following process

  • A take home test. We have a version that matches the candidates skill set. i.e.: One for Mobile Engineer, One for Frontend Engineer, One for Full Stack Engineer and One for Platform Engineer
  • A 2 hour whiteboard based, interactive session with two of people from the team that you would most closely work with. Here we test various different aspects of your skill set and work through a problem or two.

For both the above steps we are looking to understand how you think, how you break a problem down, what questions you ask etc etc.

In addition, for the take home test here is what I email candidates

To submit your response

Feel free to use either a public or private repository on Bitbucket or github.

Either share this repository with jobs@heyyou.com.au or send us a link.

For bonus points, deploy the application to Heroku or AWS and send us a URL

For super bonus points, have your unit tests running using a CI tool such as Travis and status displayed in the README file in your repository.

If a candidate gets through these two gates/steps we move into the final round.

Founder Interview

At this stage all our engineers meet one or both our founders. This is a stage I know the least about for obvious reasons. If they both say yes we will make an offer.

To this date, I am proud to say, we have only had one candidate accept an offer and then reject it at a later date.

We are looking to hire more platform engineers, A players, who want to join our team and take this platform to the next level. If you are a platform developer who has built and scaled APIs then send us an email on jobs@heyyou.com.au and we can chat.

Enjoyed hearing from our Engineers? Follow their blog at https://engineering.heyyou.io/

Grumpy Donuts delivered

Wednesdays at work are pretty average, but we thought we’d make them just that little bit sweeter. If you haven’t heard of Grumpy Donuts yet – you’ll never have a better chance to try them out!

We’ve partnered with Grumpy Donuts to deliver to the Sydney CBD donuts topped, filled and glazed in all the flavours you never dreamed of.

Details for Wednesday 18th November

How do I get donuts delivered to my desk?
  • If you haven’t used Hey You before, download the app and create an account.
  • Open Hey You and search for “Grumpy Donuts”
  • Make your purchase at the check out screen and if accepted, a box of four delicious Grumpy Donuts will be on your desk during the day. (Delivery will take between 1 – 3 hours in the Sydney CBD only)
  • Boxes of 4 donuts available for $20
What’s the flavour?

Choc Oreo Peanut Butter: A fresh donut with crushed Oreos and a peanut butter drizzle

Where can it be delivered to?

Sydney CBD: Circular Quay, Martin Place, Wynyard, Town Hall, Barangaroo and World Square.

Grumpy Donuts, who?

Grumpy Donuts is Sydney’s answer to the traditional American style yeast raised donut. When two Sydney born and raised donut enthusiasts travelled the world together in search of some tasty treats, going cold turkey when landing back home just wasn’t an option. You can find them in store in a few lucky cafés, but otherwise you’ll be ordering two weeks in advance online for a donut experience that you’ll never forget – until now.

Why we rebranded

 ‘Great companies don’t exist merely to deliver returns to shareholders.  Indeed, in a truly great company, profits and cash flow become like blood and water to a healthy body: they are absolutely essential for life, but they are not the point of life.’ – Jim Collins

We recently launched our new brand ‘Hey You’.  We developed the concept over several months and braced ourselves when we announced it.  How would people react?

Brand is a company’s most valuable asset.  The little Apple picture on the front of my laptop means something.  In Web 1.0, companies like GeoCities and Friendster thrived because there was little competition, but today’s online brands have to be smarter.  To grow and stave off inevitable competition, we need to create loyalty and affinity with our products.

Every section of the market has an airbnb or Uber coming.  The threat these goliaths pose isn’t just access to cash.  It’s that their products are cool.  People want to be a part of them.  Leaders will switch first, and soon the masses leave second-rate brands as ghettos like MySpace or RSVP.

Late last year we brought together Posse, Beat the Q and E-Coffee Card with the aim of creating a killer product for cafes, bars, restaurants, and their customers.  Our new app would help people find great places, make reservations, order, pay, give feedback to store owners, get loyalty and more.  None of our existing brands fitted the vision – we had to create something new.

First, I sought to understand what makes a great brand.  I read books and met with experts.  I asked Naomi Simson at Red Balloon why her company flew past so many competitors to dominate the market.  Her response: ‘Consistent delivery of brand promise’.

Everyone I spoke to had different ideas about what defines a winning brand.  But three principles stood out: higher purpose, visual identity, and inclusiveness.  We ran several workshops, spent months interviewing customers and merchants and appointed an agency ‘The Hallway’ to assist us.

We created the brand ‘Hey You’; here’s why:

Higher purpose.  All strong modern brands have a powerful higher purpose.  airbnb helps people ‘belong anywhere’.  Zappos brand purpose is to ‘deliver happiness.’  A higher purpose inspires everyone who touches the company – customers, partners, employees, and shareholders.

I read a story of a pillow manufacturer with 40% annual staff turnover.  The company rebranded with the higher purpose of ‘Helping Australia sleep better’ and within a year, staff turnover had halved.  People didn’t see the point in stuffing pillows all day, but everyone supported the mission of helping Australia sleep better.

Our product helps people to order and pay in a convenient way and merchants to run more efficient businesses.  But our purpose goes beyond that.

Café owners told us that their number one priority is to acquire a larger number of regular customers.  The 20% of people that visit a coffee shop every day deliver 80% of their business.  We asked if they could identify the point at which transient customers become regular.  ‘Yes: when we know their names.’

Unknown to us, it turned out that merchants on both Beat the Q and Posse loved the products for the same reason: they helped them get to know customers’ names.

We spoke to the users of our apps – people who visit the same coffee or food outlets daily.  Many of them shared the same story.  ‘I’ve been going to X café every morning for three years.  The barista knows my name but I don’t know his.  I feel too embarrassed to ask because I’ve been going there for such a long time.’

City folks shared a sense of disconnection from the people who served them food and drink every day.  One said, ‘This guy makes me toast and coffee every morning like my Dad used to and I don’t know anything about him.’

Airbnb and Uber both use their platform to connect people.  On Uber, I can see the name and photo of the person who’s coming to pick me up and I can call her if I need to.  On airbnb I get to read about the apartment owner – how they live and why they love their place.

We decided that we could create the same connection between servers at cafes, bars, and restaurants and their regular customers.  Our higher purpose would be to ‘make city life human, creating intimacy in a busy world.’

Visual identity.  After we’d worked out our higher purpose and company values, we set about choosing a name.  Working with ‘The Hallway’, we broke into groups and brainstormed.  Each group came back with ten ideas but there was one clear winner.

‘Hey Vanessa’, ‘Hey John’, ‘Hey Steve’ – the app personalizes, adopting the name of the user.  If you use our app, you’ll notice that the home screen is ‘Hey <<your name>>’ and in the coming weeks, we’ll be launching additional features to create an even more personalized experience.  ‘Hey You’ is the umbrella name we give to the app in the app store but its brand name is yours.

The look and feel of our brand represents independent shops.  The logo is a sign that might hang in the window of a boutique café.  We wanted to capture the eclectic creativity and passion of small business owners in our visual identity.

Inclusiveness:  Great brands make their customers feel like part of a group.  Seth Godin defined a brand in his book ‘Tribes’ as ‘People like us who do stuff like this’.  For example – people like me ride Uber; people like me buy Ray Ban sunglasses.  By illogical extension, people unlike me don’t do these things.  He argues that a brand will never appeal to everyone, but as long as the group to which you appeal is big enough, you’ll have a successful company.

We interviewed our users and found they already felt smarter and more special by using our product.  One said, ‘There’s nothing like walking past a bunch of my colleagues waiting for coffee in the morning, knowing mine is already waiting because I ordered ahead.’

The idea of our name is to extend being ‘in the know’ even further.  If you update the app today and check out any store page, you’ll see the café owner’s name, photo, and story.  Read about why they started their café, and their passions, so you can strike up a conversation next time you’re there.  Now, when you walk into any café you can say ‘Hey Pete, Hey Lauren,’ or whatever, and greet the owner by name.  They’ll see your name and face on their screen as you order, so can greet you back personally.  Your friends will think everyone knows you wherever you go.  That’s why we chose the tagline ‘The World is Your Local’.

Our business has grown by 35% since we launched the new brand two months ago.  It’s still a work in progress and, if you use the app regularly, you’ll notice updates every few weeks as we get closer towards our vision for the product and brand.