Work / ChipperCash / 2021-2022
Reduced CX Request by 96.25% with a New Cash-Out Flow
Reduced CX Request by 96.25% with
a New Cash-Out Flow
The existing cashout flow was discovered to have led to several erroneous transactions that were not the fault of our users, leading to a rise in CX requests on a daily.
After:
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📑 Short version here! Need all the nitty-gritty on the process, tools, ideas, and business impact of this project? Ask for the full deal / Proceed with a password to unlock it! 🌐🔒
My Role
Role
Lead Product Designer
Core Responsibilities
Product Design and Code Review
Timeline
Q3 2022
Team
Ekemini
/ Product Designer,
Nelson
/ Mobile Engineer
Jammed with a Mobile Engineer to quickly fix this issue. Seeing as users were calling it out on a weekly basis, this was a quick and impactful win for the team after it was fixed.
The Problem
Problem Category / Discovery, Usability, Performance
The story began with the discovery that the previous cashout flow, unfortunately, led to numerous erroneous transactions, none of which were the fault of our users. In this journey, our aim was clear: craft a solution that not only minimized errors and reduced customer support requests but also empowered users to choose recipients freely.
In the existing flow, users don't get a chance to select the a recipient, that’s because we preselect and reuse the last recipient the user had sent money to.
Led to 1200 cx requests weekly for cases like this, and over 400 Daily. Users could easily miss that a recipient was selected, and recipient card doesn’t show name of recipient and full account number
Existing Input Component
Design Process Recap
The process of this project, as with most of my other works wasn’t linear, and I go deeper into sharing visuals of the process in the full version of this case study.
The design process involved problem analysis encompassing current state audit and data study. Moving on Solution Definition, where I made a journey map, worked on the design concept, synced with the design & content team, and thereafter had a check with the LRC team. Furthermore, the process moved to Review and Cleanup and Handoff, which led me to do a pair coding session with Nelson, our squad engineer, to build and ship the idea. After launch, we checked back in on the performance of the design.
The Solution*
We brainstormed and built a solution that allows users to select a recipient, before initiating a transaction, effortlessly, reducing errors and support requests.
We had to move fast on this to have some Proof of Concept (POC)) ready for review by stakeholders, so below were some version we thought would work and why. This final flow was straightforward and allowed the user have an overview of how much and who he/she/they is(are) sending money to.
Version 1
Allows the user enter the account number and confirm or manually selects previous recipient.
Version 2
Shows the recipient at the top. This makes sure the user doesn't miss it.
Version 3
More input fields for the user to manually add a new recipient.
Learnings
Pair Coding sessions are a bliss
We initially wanted to add this fix to the backlog for approval as was common with the size and level of our organisation. This would have taken weeks if not months to get approved. We found a way to ship it as a quick win via one of our biweekly releases. This led to more trust and future quick wins as it was a much needed fix.
Design Impact
96.25% Reduction in CX Request
We stopped seeing huge daily complaints of users sending funds to wrong pre-selected recipients, Daily complaints dropped by 96.25% from 1200 to 45. The few complaints the team received were either from users who did not update the app or from users who actually made wrong transaction on their own accord
+1 New Process (Design x Engineering Pair Sessions)
Because of the nature of the project, I was able to embark on a working method that was new to the team. Over time everyone got conversant with them and introduced them into their workflow to make quick ships.
📑 Short version here! Need all the nitty-gritty on the process, tools, ideas, and business impact of this project? Ask for the full deal / Proceed with a password to unlock it! 🌐🔒
Transaction Organisation