Work / ChipperCash / 2021-2022
Transaction History Improvement
Users struggled with Chipper's payment summaries, often needing team help.
Users struggled with Chipper's payment summaries, often needing -team help.
Work / ChipperCash / 2021-2022
Transaction History Improvement
Users struggled with Chipper's payment summaries, often needing - team help.
#1 / Profile Page Style
#2 / Full Page Style
Before:
After: / Proposed Concepts
After: / Proposed Concepts
After: / Proposed Concepts
Before:
#1 / Profile Page Style
#2 / Full Page Style
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My Role
Role
Lead Product Designer
Core Responsibilities
Discovery, Product Design, and
Usability Study (Research)
Timeline
Q2 - Early Q4 2022
Team
Ekemini
/ Product Designer
Shelly
/ Senior UX Research
Akinbode
/ UX Researcher
Jadesola
/ Content Designer
Adam
/ Intelligence / Data Team
Ekene
/ Customer Operations Lead,
I worked primarily with members of the customer support team to ascertain the problem at hand and how users voiced it. Thereafter met with the data team to help gather key stats, proceeded to collaborate with the Research Team on a Usability Audit to share design solutions and gain further insights.
The Problem
Problem Category = Design Debt, Security & Privacy Concerns
We noticed a challenge with Chipper's app usage – users found it hard to understand transaction summaries. They often had to contact our support team for help. Even though our Activity Cards and Bottom Sheets were robust, they lacked the clarity users needed for smooth navigation through financial transactions.
Existing Bottom Sheet and Activity Cards
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.
In Phase 1, the design process involved problem analysis encompassing discovery work and current state audit, this phase also included the discovery stage, a sync with the operation team, competitor analysis and research analysis, furthermore the process moved into solution definition incorporating wireframing, HIFI design and design review.
Transitioning to Phase 2, the focus shifted to research preparation covering the creation of a research plan, goals, hypotheses, user criteria and script. A subsequent intelligence sync involved discussions with the Intelligence/Data team addressing user recruitment criteria matching, this phase also featured the initial research announcement and concluded with the research wrap, comprising the assembly of the design doc, insight sharing and road map inclusion.
The Solution*
Recognizing the imperative for an enhanced user experience, we took a big step. We worked on improving the Activity Cards and Bottom Sheets, making them easier to understand. Consequently, users were liberated from the complexities of transaction summaries, rendering personal contact with the support team unnecessary. This change means users can now navigate and understand their financial activities online much more easily.
Design Concept
#1 / Refine Activity Cards
The home feed has been consistently cluttered, partly due to the activity card. Observing competitors, we noticed they had cleaner feeds with less metadata. Given that the home feed is the entry point to the new receipt page, we decided to enhance its appearance.
#2 / Bottom Sheets
Introduced more information to the bottom sheet seemed like another way to solve for this. This way users may take a screenshot of this and it serves as a transfer confirmation. This would be the easiest to ship with the devs, too.
#4 / Full Page
Here, I thought to go for an airy look, striped off the purple header. To allow for focus on the key elements and metadata on this screen. Seeing that we had a lot of visual concepts, the best research process to help validate and point us in the right direction would be User Interviews. This would allow us show, tell and learn from users.
#3 / Profile Concept
Inspired by Paypal and the 2012 Facebook profile pages, we went for something with a header to add a little more character to the receipt.
Learnings / Impact
We understood the problem space better and learnt which concept would be best for the users. Moving forward, we ran stress-tests on all the final options picked via the research and proceeded with the best fit for our users and the product, by way of documenting this initiative and getting it on the product roadmap. This initiative did not only present us with the opportunity to make a change but also with an opportunity to reinstate the trust and value of our product to our users by providing them clear and transparent information on their transactions.
Cross Border Payment Experience
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Cross Border Payment Experience
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