SumUp 3G Printer Cradle
SumUp 3G Printer Cradle
The SumUp 3G is our standalone card-acceptance device, developed in collaboration with a trusted hardware partner. Its Printer Cradle acts as both a charging base and a receipt printer. This project highlights the receipt-printing interface and the validation work behind the final experience.
Identifying the core challenge
SumUp lacked a dedicated printer for its standalone 3G device, relying instead on third-party Bluetooth models that were limited in compatibility, costly, and often unreliable. By leveraging the existing contact interface on the 3G device, we identified a clear opportunity to create an integrated, purpose-built Printer Cradle that improved performance while reducing complexity.
Product goals
Deliver an affordable, dedicated printing solution for all 3G merchants.
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Strengthen and expand SumUp’s standalone hardware portfolio.
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Give merchants flexible control over when and how receipts are printed, based on their specific use cases and MCCs.
3.
Streamline the receipt-printing experience by removing connectivity dependencies.
4.
Enhance trust and perceived quality through a cohesive, integrated hardware experience.
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Maintain clarity, simplicity, and ease of use throughout the interaction.
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Solution
Fist steps
Once we aligned on scope and constraints with stakeholders, we focused on a simple, merchant-centric first iteration. The 3G Printer Cradle would support two core behaviours:
Manual printing: letting merchants choose to print a receipt after each transaction, based on customer request or local requirements.
Automatic printing: enabling receipts to print by default, with an option to generate additional copies when needed.
Beta testing
Approach
To assess both the hardware and software quality of the new solution, the Printer Cradle as a charging base and the receipt-printing feature itself, we launched a targeted beta program across four markets (DE, IT, PL, UK). We invited around 200 merchants via email, securing 40 participants. Each received a test device, followed by a structured feedback interview to surface early insights and identify potential issues across the physical and digital experience.
Methodologies
“Prototype” testing
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Follow-up qualitative interviews
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Few highlights
Before, the card reader looked a bit like a calculator, so I kept it under the counter. With the Printer Cradle, it feels much more presentable.
I run a nightclub, so many of my customers aren’t in the best state to enter their phone number or email. Being able to quickly print a receipt is far more practical for us.
Detaching the reader is quite difficult.
I often have to turn the printer upside down and shake it to get it out.
I don’t want to be picky, but the text on the printed receipt feels off. It breaks in odd places.
Upon observation
During a field test in Berlin, we noticed a behaviour that revealed an opportunity for refinement. One merchant instinctively tried to tap the “copy” options on the receipt screen, even though they were originally intended to be navigated via the physical keypad. Given the device’s touchscreen capability, we iterated on the design to make these options fully tappable, improving usability and aligning the interaction with merchant expectations.
Upon feedback
User feedback around the detach mechanism revealed that removing the reader from the cradle wasn’t as intuitive as initially assumed. To address this, we introduced simple, clear visual instructions in the product packaging to guide merchants through the process and reduce friction during first-time use.
Conclusion
Despite tight timelines and the pressure of bringing a new product to market, this project was a rewarding opportunity to structure a meaningful feedback loop with our merchants, in close collaboration with Customer Support. Evaluating how the Printer Cradle was perceived, both functionally and experientially, was essential in shaping improvements and informing decisions for future hardware and feature development across our product portfolio.