SOLVING CUSTOMER PAIN POINTS THROUGH USER RESEARCH AND HEURISTIC ANALYSIS FOR REMITBEE
Project Name: Remitbee Evaluation & Prototype
My Contributions: Visual Design, UI Design, Application Design, UX Researcher, Presentation Designer
Solo or Group: Group
Length: February 2022 - April 2022
Digital Tools Used: Figma, Microsoft Office Suite, Zoom
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What Did I Do?
The goal of the user evaluation was to see how trust is created between each individual user and the mobile application. The purpose of this goal was to see how this influenced users, their decision making, and the potential for future design interventions.
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We first deliberated, outlined and conducted multiple study sessions in regards to how users send money overseas, what their experiences with these applications or institutions have been like, and what factors they use to determine which applications or institutions to use and why. We used 4 applications for this usability and heuristic study: Remitbee, Paypal, Western Union and TD Canada Trust and had the user go through starting the process of transferring money overseas for each. We had the participant walk through the first 3 applications on a mobile device, and TD Canada Trust on a Figma prototype due to study constraints.
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After conducting these user interviews we discovered 3 key insights through Affinity Diagramming: Transaction Security, Reputation and 'Street Cred' in relation to trust, and personal connections. In particular the participants I interviewed were especially focused on how secure the application seems and makes them feel, whether they've heard of the application before and how reliable it seems, as well as how well the interface and interactions are organized. As an example, multiple participants stated they enjoyed that TD Canada Trust had an assurances and security screen detailing exactly how the transaction process works, guaranteed the safety of their transaction, and provided other additional useful information.
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Through these insights we developed potential design interventions and high fidelity prototypes of Remitbee's application that they could consider adding. Our group developed rapid-fire ideas using the design sprint process method Crazy 8's. My main focus was developing a solution in regards to Transaction Security. We each took our most promising ideas and started prototyping new screens and additions. One of these additions was the Transaction Timeline. The Transaction Timeline screen allowed users to view their transaction details and a visual timeline outlining each stage of the process. This screen allows the users to feel secure in their transaction and adds transparency and comfort to the process. The transaction timeline and tracking was also added to the landing page, so users could view their past transactions with ease.
Challenges Faced
One of the main challenges faced was deciding which applications to use for the study and how to implement them. One issue we came across that to use TD Canada Trust or other similar banks in our study, one of our researchers had to open an account with them with real personal details and credit information. This information could also be easily viewed while moving about the interface. We also did not want to compromise the study results by having the participants use different banking applications, and more importantly did not want to compromise our participants data and security by having them use their own account information in the study. To mitigate this issue we created a TD Canada Trust prototype on Figma that walked through the money transferring process without revealing any crucial data. This made our participants and researchers feel much more comfortable and still allowed us to get the neccessary data we needed.
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Another challenge faced was in regards to developing new mobile interface prototypes for Remitbee's application while adhering to their overall branding. One concern a couple participants brought up is that while the company's interface was clean and organized, it was almost too clean and organized and lacked any visable branding, making them feel as if the application wouldn't be effective. To mitigate this, we asked Remitbee for their branding guidelines to adhere to their current branding standards while adding in crucial additions such as a top branding header.
Reflecting Back
In the end, our research and study results gave us crucial insights on what types of interventions Remitbee could do to help gain new customers and retain current ones. They appreciated the feedback they gave and sent the results off to their design team for them to evaluate and implement on.
Concept Images
PARTICIPATORY COMPANY:
REMITBEE
Through a connection of one of our group members, Remitbee agreed to have us conduct a usability heuristic study in regards to the usability and satisfaction and evaluate their application. Remitbee is a start-up remittance company who's mission is to connect people and money across borders, currencies and cultures. We kept their goals in mind when conducting our study.