Quickteller
Overview
Quickteller is a financial services platform that allows individuals to make everyday payment needs via a digital application. Users can pay for bills from a wide range of billers, buy airtime for themselves, friends or family, send money via interbank or peer-to-peer transfers and manage their wallet with different payment instruments.
My contribution
Strategy User research Product design
The team
Year
2017-2019
Approach
Identifying the Challenge: The primary challenge was to optimize the Quickteller mobile app for bill payments, fund transfers, and airtime purchases, ensuring an intuitive and hassle-free user experience. User research revealed that customers preferred completing transactions on the web app, and there was an unusual gap in the activation process, impacting user engagement.
User Research and Market Analysis: A comprehensive user and market research initiative was undertaken to uncover opportunities for improvement. Qualitative user research was conducted to understand user motivations and reasons for churn. Interviews with current payment app users provided insights into user expectations, challenges, and preferences. Quickteller's main competitor, traditional banks, was identified, and differentiation strategies were explored.
Defining Requirements: Based on user needs and the aim to increase app transactions, a refined set of requirements was established. Emphasizing ease of use, the requirements focused on simplifying user journeys and facilitating seamless transactions.
Design Thinking and User Flow Modeling: Visual design considerations leveraged trust from Interswitch's branding, employing San Francisco and Roboto as system fonts for iOS and Android, respectively. Micro-interactions, walkthroughs, and colourful interfaces guided users. A critical observation led to the development of a simplified user flow model, emphasizing core features on the home screen for efficient task accomplishment.
Iterative Prototyping and Testing: Wireframes and prototypes were developed, incorporating feedback from usability testing and user input. Multiple iterations of designs and task sequences were created, highlighting new features and their integration. Agile collaboration ensured adaptability to additional requirements, maintaining clear communication with developers throughout the process.
Outcome
The final product reflected a significant transformation of Quickteller's mobile app, resulting in a seamless and efficient financial services experience. The redesigned app addressed user preferences and challenges, offering a user-friendly interface, simplified user journeys, and enhanced visual elements. Usability testing and iterative prototyping contributed to a well-received final prototype, incorporating user feedback and ensuring a smooth implementation process. The project's success underscored the importance of strategic thinking, user-centric design, and iterative development in achieving impactful outcomes.