Providus Bank mobile app
Providus Bank is a commercial bank currently present in 8 African countries with over 2 million users. During my time there, I worked with the product team in 4 countries to improve their B2C wallet app. The goal of this project is to encourage people to perform financial transactions through the IOS mobile app.
- Visual design
- User/ product research
- Interaction design
My role involved;
Descriptive evaluation
We needed to know why users don’t complete a task on the mobile app and started out by conducting qualitative research between users and the product.
I acted as an assistant to the Lead User Researcher. I was able to formulate problem statement, and brainstorm with the team on each possible iterations.
- Unmoderated Remote Usability Studies
- User Interviews
- Competitor Analysis.
Only 33% of registered users complete a financial transaction on the mobile app
User Research
While conducting usability studies, a total of 11 users out of the 35 selected users struggled in the sign up process. The total average time while signing is 6mins 35secs.
Financial inclusion is one main core of what the bank does. Providus bank want to be able to provide financial services which includes bill payment, local money transfers, etc.
The UX writing of the app did not guide users when performing a task on app features. Selected users spend on average 1min 13 secs exploring the app feature after onboarding.
Product Insight
We ran a competitive analysis to gain insights into each product features, and engineering system which would provide a safe and pleasant experience for users.
One major insights we got in the user interviews we conducted is that “users do not maximize the bill payment feature”, so
How might we improve the bill payment feature?User security is priority and the protection of accounts should be created on the app for proper data syncronization on the bank’s network database.
So,
How might we ensure the protection of users account?Having transactional receipt for every success/error state adds to the experience when using the mobile wallet.
Users are able to download and send receipts directly from the app as it creates a pleasant experience for users, so
how might we explore the payment confirmation state during entry?
Team collaborative session
- Removing unnecessary flows helps user reach success state when using the mobile app.
- Proper UX writing would guide users to be able to perform transactions in an easy process.
Iteration
Usability Testing
We needed to validate our design assumptions by conducting interviews and asking users to perform a certain task on the design prototype.
Task includes; creating an account, buying airtime, request for virtual cards etc.
The need to ease the convenience of all other payment option for faster integration became obvious when we evaluated the mobile prototype by asking selected participants in a survey what banking experience can we provide to make the providus bank app functional.
