PAYNOVA

Empower your finances, and embrace the future.

ROLE
UX/UI DESIGNER
PROJECT LEAD

TEAM
TANHYA BASCOMBE
(Solo)

DURATION
NOVEMBER 2021
(12 Weeks)

01. Overview

PayNova is a digital wallet that enables users to shop, transfer money, and perform various transactions without the need for a debit or credit card or visits to a physical bank or store. This project was part of my UX Design Immersion Bootcamp with CareerFoundry, which I completed over a period of 12 weeks.

02. Problem

Consumers struggle to manage their finances efficiently, desiring a secure, seamless, and stylish solution that simplifies banking while ensuring confidence in their financial security.

The goal was to create an e-wallet that empowers users to carry their entire financial world in their pocket. It offers unparalleled security, effortless usability, and sleek design for a better, more confident banking experience.

03. Design Process

I began with a competitor analysis of PayPal and Venmo to understand their strengths, weaknesses and offerings. I then crafted user stories and surveys to identify how users interact with digital wallets and uncover pain points. Insights from these surveys were deepened through user interviews, which informed the creation of mid-fidelity prototypes after testing the prototype with users. I used affinity mapping to analyse feedback. This led to the development of personas and user journey flows, followed by iterative usability tests to refine the app’s functionality and experience.

Competitor Analysis

Digital wallets are increasingly popular due to their convenience. They provide users with a secure and streamlined method for making cashless transactions, storing multiple payment methods, and accessing rewards and discounts in one place. I conducted a competitor analysis, which is essential for the success of my digital wallet.

In assessing potential competitors’ strengths, weaknesses, opportunities, and threats (SWOT). For instance, a comparison between PayPal and Venmo shows that while PayPal has a more extensive customer base, Venmo offers a more user-friendly interface. PayPal also has a more established reputation in the digital wallet space, whereas Venmo has significant potential for expansion. By understanding each competitor's SWOT factors, I identified opportunities and areas for improvement when designing the PayNova app.

User Surveys

I conducted user surveys and interviews to gain a deeper understanding of the behaviors and habits of digital wallet users. Initially, I started with surveys to reach a broader audience and to inform the questions I would later ask in my interviews. Both the surveys and interviews revealed potential areas for improvement, enabling me to implement changes that would better serve my users. Furthermore, these efforts helped me identify trends and preferences in the digital wallet market, allowing me to stay ahead of the competition.

5 Research Questions

  1. How do our users use digital wallets?

  2. Why do people use digital wallets?

  3. What are the pain points users face when using digital wallets?

  4. What are the most significant benefits our users experience when using digital wallets?

  5. What type of onboarding experiences do our users prefer?

Interviews

I created my interview questions from the survey responses, allowing for deeper insights into users' feelings about digital wallets. Participants highlighted the convenience and ease of use as primary reasons for using them. Some suggested additional features and shared their thoughts on an ideal setup process.

Key Interview Questions

  1. What digital wallet are you currently using, or have you used it?

  2. What features do you currently use in your digital wallet, and if you could add any, what would they be?

  3. What would be your ideal process for setting up your digital wallet?

  4. Can you tell me what you like most about using a digital wallet and what you least like?

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Affinity Mapping

I utilised affinity mapping to analyse the results of the surveys and interviews, aiming to gain deeper insights into user behaviour. This approach helped me uncover patterns and relationships within the user feedback, allowing me to better understand customers' goals, needs, pain points, and expectations. By grasping the user feedback, I established a solid foundation for creating a more engaging and satisfying experience for our PayNova digital wallet users.

User Personas

I developed two design personas representing our target audience for the digital wallet. First is Daniel Oya, a tech-savvy software engineer. He knows exactly what he wants regarding features and functionality, and he is motivated by financial freedom and efficient technology use.

The second persona is Dominic Brown, a marketing student recently using a digital wallet. He is unsure about its benefits and wants to learn more to utilize it effectively daily.

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User Journey Maps

Using design personas, I created a journey map to visualise the touchpoints and challenges Daniel faces when sending money to his niece. This map highlights key moments such as signing up, completing transactions, and verifying information. Understanding his journey enabled us to develop a user-friendly digital wallet that meets the needs of our target audience.

“I don’t have time to buy a birthday card, I wish there were a way to add a personalised message to my payment.”

Wireframes

Usability Tests

I conducted usability testing with 6 participants. All the test sessions were conducted remotely via Zoom and will be moderated by myself. The participants completed tasks to evaluate the usability and user-friendliness of our product and ensure the wallet functioned as expected and met their needs.

Participants struggled to add a card to the app.

Suggested change: Replace the 'Link Bank Account' button with 'Add Card' on the dashboard.

Evidence: All six participants initially clicked the 'Link Bank Account' button to add a card to the wallet, but one participant could not complete the task.

To clarify how users will receive a verification code and what to do if they don’t receive one.

Suggested change: Add clear copy and CTAs explaining how to verify.

Evidence: Two participants stated that it should be clear that they would receive a verification code and the steps to follow if they did not.

SINGING OFF

Reflections

Throughout my journey in the UX design bootcamp and various projects, I have gained valuable insights that have transformed my approach to design. Embracing design thinking methods has allowed me to continuously iterate and refine my designs, always aiming to enhance the user experience.

Learning about information architecture has enabled me to create intuitive and organised interfaces that users can easily navigate. I have honed my wireframing and prototyping skills, which have become essential for visualising and validating my design concepts.

I recognise the importance of designing with accessibility and inclusivity in mind and the value of effective communication and collaboration. Gathering user feedback through testing has been invaluable in refining and validating my design decisions.

As I develop my portfolio, I aim to showcase my design work, my problem-solving abilities, and the positive impact my designs have on users