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Product design | UI design | Data visualisation
Product design | UI design | Data visualisation
Tools: Figma, Miro, Adobe Illustrator, Balsamiq, UsabilityHub
Problem
Problem
Customers have the problem of limited control over international payments to plan deliveries efficiently and don't understand the process well.
Also, the current ecosystem is quite complex as it involves at least 5 teams interacting internally, 2 intermediaries and 3 rounds of checks.
Solution
Solution
Clear interface that will help minimise errors and ensure transparency. This will result in fewer customer calls/ complaints, higher NPS and higher revenue.
Checks can't be avoided (regulatory requirement), but giving customers a sense of control might reduce frustration.
The following 'as is' blueprint demonstrates the complexity and ambiguity of the current process.
Research
Research
The research was conducted using the SWOT analysis and interviews. The goals were:
to understand the international payments ecosystem, and
to understand customers' needs and pain points using the current proposition.
There was no direct access to the customer base to conduct interviews. However, managed to speak to relationship managers, customer support and financial crime teams in order to validate the assumptions.
Persona
Persona
While there are a number of possible personas (individuals, large corporates ans small and medium enterprises), this project is concentrating on SMEs.
Solution build
Solution build
Based on the investigation, a number of recommendations have been raised and prioritised for delivering a prototype.
The prototype explored the following scenario:
The prototype was originally created using Balsamiq and went through a number of iterations based on user feedback.
Then, a high fidelity prototype was built using Figma and tested on UsabilityHub.
Final designs:
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