Redesign To Improve User Experience In Transaction
Institution
Binar Academy
Project
Redesign of the transaction features of the OCTO Mobile application for the Binar Academy challenge task.
Project Duration
29 April – 7 May
My Role
My role is as a UI/UX designer. Those who work from starting the research stage of a problem to the stage of doing a redesign.
OCTO Mobile App
OCTO Mobile is a mobile banking service introduced by CIMB NIAGA which is used to make it easier for CIMB NIAGA customers to make transactions
The main objective of this project is to produce a mobile banking application that provides convenience for its users in conducting various transactions
Why Need A Redesign?
At the Bisnis Indonesia Financial Award (BIFA) event in 2021, Octo Mobile was named The Most Innovative Mobile App of the Year, which is considered the most innovative mobile application in developing features, user interfaces, user experiences, and can be relied upon to support financial activities. customers in a healthy and safe manner.
But on the Play Store, Octo Mobile gets a lot of criticism on a rating of 1-4, many of which complain about the slowness of the application. And 1-3 also complain about the appearance and experience
Problems
Based on the results of user feedback on the Playstore, there are several problems that are often experienced by Octo Mobile users:
For example, the problem that occurs is that the appearance of the application is unattractive and not user friendly, so it can confuse application users in carrying out various transaction activities and there is also no save account number feature that can facilitate users who can speed up the transaction process.
Challenges
Challenges faced while working on this project:
Had to sift through various criticisms from users to find problems that ui/ux designers could solve.
Users who are respondents are less aware of the problems that occur in the application when it is in use
Design Thinking
When I know some of the problems that occur in the application, I use the design thinking method to solve the problems that occur
Empathy
Research Plan
User Interview
Evaluative Research
Define
Personas
Pain Point
Ideate
Affinity Mapping
Empathy
This empathy process aims to understand the problem to be sought
Research Objective
Identifying how users use the Octo mobile application
Find out the pain points when using Octo Mobile from the appearance and features in the application
Identify user needs in using the octo mobile application
Research Question
Do you often use this application in making transactions?
Is there a problem in using this application?
How does the appearance of this application make it easier for you to use it?
Do the features in this application suit your needs?
Empathy – User Interview
After determining the respondent's criteria and getting users who match the criteria, then conducting interviews to get the pain points faced by the users
Gusmil Saparudin
Gusmil is a student and also sells vegetables. When he is not in college, he uses the m-banking application to make transactions easier when selling.
Want to make transactions quickly, so as not to hinder the sale
Pain Point
Balance information does not appear on the home page
There is no save no account feature used
Home page too dark
Questions
Do you often use this application in making transactions?
Is there a problem in using this application?
How does the appearance of this application make it easier for you to use it?
Do the features in this application suit your needs?
Answers
"Often, because it is used to make payments for vegetables ordered and receive payments for vegetables"
"Yes, when you want to see the nominal balance, you have to click on the My Account menu before you can see the balance, and to transfer to an account that is often used, you have to enter an account, which is different from the BNI application that I used before."
"For the display, it's good because it's different from the others, but for the home display it's too dark"
"For the display, it's good because it's different from the others, but for the home display it's too dark"
Tri Wahyuni
Tri is a student and also an employee. He uses this application because it is used to receive salaries and make transactions
Age: 21 Years Occupation: Employee Domicile: Bintaro Education: S1 Accounting
Goals
Want to make transactions easily
Pain Point
Slow app
Complicated in making transactions
It doesn't look attractive
Questions
Do you often use this application in making transactions?
Is there a problem in using this application?
How does the appearance of this application make it easier for you to use it?
Do the features in this application suit your needs?
Answers
"Rarely, because this application is used only to receive salaries and transactions that must use CIMB or e-wallet top-up"
"Yes, the application is slow, to do some complicated transactions"
"Not interesting because it feels boring"
"As needed"
Empathy – User Feedback
In addition to using user interviews, I use user feedback from the play store to get to the problem of user problems quantitatively
Affinity Mapping
The problems that have been collected from the results of user interviews and user feedback, are then grouped by problem category
Interfaces
The home page is too dark
UI is so bad
Creating a simpler UI
The appearance of the application is not attractive
Experiences
Slow app
Unfriendly User Experience
It takes several steps to find balance information
Features
There is no savings account feature
Complicated to find balance information
The account number paste feature doesn't work
From the problems that have been grouped, there are several problems that the ui/ux designer can fix
Unattractive appearance is not user friendly
Balance information does not appear on the home page
There is no save account feature that is often used
Prioritization Maps
In addition to using user interviews, I use user feedback from the play store to get to the problem of user problems quantitatively
Redesign Concept
After getting the parts that need improvement, then make a high-fidelity design
Home Page
Transaction Page
Some lessons from this project:
The lesson from my first redesign project was that I started from assuming the problem I was having. However, I'm aware that the problem I'm having isn't necessarily experienced by other users.
Then I did the test with very little response so I got limited insight, if have the chance to do the test again with more participants I hope to get more insight and issues that could affect in product development
And for the next hope, I will do usability testing to validate the improvements I made according to user needs.
