PAYPAL
Creating easy access to split the bill and ensure secure payment.
Role: UX Designer
User researcher, Interaction design, Prototype, and Testing.
Project Status: Completed
Duration : 2 weeks
Overview
This is a contextual Project and my team was asked to identify and redesign a feature and also add in new feature to the app. This project involved an end-to-end process of how we identified and redesigned the UX experience of a feature.
Research
Our research encompassed of:
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Understanding user goals and needs.
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Identify any opportunities.
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Uncovering pain points with the existing user journey.
To begin with, we conducted a UX audit followed by User Interviews to collect insight and identify trends.
Synthesis
After the collection of insights from our Primary source of research, we then conducted affinity Mapping as a team. During this we clustered the insights and identified the following trends:
1. User's main concern is their privacy when managing money
2. Users mainly use mobile payment apps to transfer money between friends or to settle bills.
3. They expect to have fixed navigation systems to refer back to at all times.
4. People want to quickly identify what buttons are used for.
5. Having abilities to verify codes and get feedback that money was successfully sent or received.
Together as a team, we identified 12 categories, and out of the 12 we as the team decided to go with the above 5 opportunities.
Problem Statement:
"User needs an easy way to access the split the bill feature and have an option to verify before making the final confirmation because user finds it alarming to not have a verification process before the transaction is completed as it helps to ensure the correct payment."
Sketching and Ideating Solutions
After the identification of the problem, we decided to incorporate the following solutions-
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Add split the bill button to the home page.
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An easy method to split the bill.
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Receive a summary and enter a code before making the payment.
This will help the users in having easy access to split the bill without the homepage being overloaded and make them feel secure by having a verification process before completing the transaction.
Prototyping and Validating Design
In the first round of Prototyping, we created 2 wireframes as we were unsure if it would be helpful to have words below the icons representing them. Secondly, even the homepage layout of the wireframes were different.
Design Decisions: Prototype A
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It has the same layout as the original Paypal App.
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Split the bill option is introduced to the homepage and placed next to the "Request" button to ensure easy access to the button.
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Users can search the features and contacts by typing in the search bar
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The homepage consists of the contacts to help users to easily select the name of the person to whom the money is to be sent.
Design Decisions: Prototype B
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Bottom Navigation Bar with the description of what the icon means.
Validating Design
Usability Test Round 1
Since as a team we had 2 different approaches to wireframes, we decided to conduct A/B testing on 8 participants.
The goal for users was to:
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navigate through the homepage and split the bill using a scan receipt option and confirm the payment.
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The benchmark for users while performing the task was to complete the task within 50 secs with not more than 1 miss click.
Results
Prototype A:
Prototype B:
Average 2 mins 20 secs to complete the task
Average no. of miss clicks of 4
Average 2 mins to complete the task
Average no. of miss clicks of 2.
Based on the analysis of the results, users faced the following issues:
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Unable to understand what the icons meant on the bottom navigation bar in prototype A.
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Struggled to understand what task to perform once they selected split the bill.
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Unclear instructions on the verification page.
The users also had qualitative insights which helped us understand the issues they faced during the testing.
Re-iterating Midfi Prototype
Based on the qualitative and quantitative results our team decided that I and my teammate work on reiterating the prototype and create the 2nd midfi prototype before we could create a Hifi prototype.
Design Decisions: Home Page
During the A/B testing, the homepage of prototype A had a positive output, and hence decided to just slightly modify the homepage to make it more visually engaging.
The users really liked the description of icons on the bottom tab in prototype B and hence decided to incorporate that.
The payment options are placed on top of the screen to help users to find them easily.
We even added 'Split the bill' feature to easily identify it for users.
Design Decisions of Split the Bill
On this page, users have the option to either enter bill splitting manually or scan the receipt.
This is the screen that users are redirected to, once they click on the split the bill button.
Since during the 1st usability test, the users struggled to navigate further through the split-the bill feature we decided to solve this concern by providing a progress tracker has been incorporated to indicate what would be the next step and also added a set of instructions to navigate.
Design Decisions of Verification Page:
In this page, during the testing stage, the users were unaware as to what task to do as it lacked information. In order to avoid the unpleasant experience we decided to provide the users with the instructions of receiving a one time password, which they are asked to enter in the page.
Validating Design
Usability Test Round 2
I conducted a 2nd round of testing for the 2nd Midfi Prototypes.
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All the users completed the task successfully.
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They were able to complete the assigned tasks before the set time, i.e. 1 min 50 secs.
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On average they had 1 miss click which also met the benchmark.
The users also had a bunch of qualitative insights after the testing:-
Hi-Fi Prototype
Learnings
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Through the journey, I discovered the importance of having an open mind when working on research projects. At first, our view for a solution was limited when we started the project. However, once we embraced the idea of considering various options, we realized something interesting. In interviews, many users mentioned using a different app to split bills, even though PayPal had this feature all along.
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I found design studios to be really engaging. In these studios, each team member shares their ideas, and together, we decide which ones to pursue. This approach ensures that everyone's voice is heard and minimizes conflicts. I strongly believe that this collaborative method enhances teamwork and communication.