Say & Pay App Design
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Case Study:
Project Overview
The Problem
There were other payment apps in general but weren’t accessible and did not satisfy the needs of busy/in hurry people or senior citizens with different disabilities.
The Goal
Design a payment app for a bicycle shop in Mumbai that allows users to easily checkout or get their items delivered at doorstep easily.
The Product
Say & Pay is a payment app for a bicycle shop in Mumbai. This app is very accessible. To make it accessible for everyone consists of two features mainly the Smart speaker with allows you to orally dictate a product and the QR code scanner to can the QR code and place it in the cart.
My Role
UX designer designing a payment app for a bicycle store from Research to delivery.
Responsibilities
Conducting Interviews, Paper and digital wireframing, Low and high-fidelity prototypes, Conducting usability studies, Accounting for accessibility, Iterating on designs
Project Duration
July 2021 - February 2022
Understanding the User
In-person interviews and survey interviews using Google forms were the mainstays of my user research. Adults providing service who were hesitant to enter passwords before the transaction were one of the main user groups discovered through research.
The user group confirmed that they do not feel safe typing passwords before making payments because it takes a long time and it is impossible to check if the payment has been completed while dealing with kids. The user group also advises that there be a code word, such as "hey siri," that would initiate a transaction in a matter of seconds.
User Pain Points
Time
The transaction takes a lot of time to process the payment.
2. Accessibility
A lot of stores don’t have the facility to do the online payments and the payment app wasn’t accessible enough.
3. IA
Users were struggling with a very complex user interface and content on a single screen.
Persona & Problem Statement
Abby is a working woman with kids who needs a more efficient way to make her transactions easy like a smart speaker because it becomes difficult for her to manage kids and do the transactions at the same time.
User Journey Map
Mapping Abby’s journey determined how necessary it was to have the Say & Pay app more accessible.
Starting the design
Paper Wireframes
These were some of the initial paper wireframes that I had drafted taking into consideration the simplicity of the working of the app across the wireframes/ screens.
Digital Wireframes
This being the initial stage, I made sure to take into consideration the feedback from the users and added once more accessible feature which is the smart speaker.
I thought of considering an instructions note for the user so the user knows what to tell the app. During the research phase, there were a lot of positive feedbacks on this.
Usability Study Findings
I conducted overall two rounds of usability studies. The first study consisted of users using the paper wireframes and the low-fidelity prototypes. The second study consisted of high-fidelity prototype and it revealed what aspects of the mockups needed refining.
Round 1 Findings
Users wanted an easier way for the payments
Users wanted at least two alternatives other than just finding the items and putting it into the cart
Users wanted a doorstep delivery option too
Round 2 Findings
The smart speaker option was not clear enough
Deleting or canceling option was not seen
Refining the Design
Mockups
The early designs allowed the users to say what their item was and then add the quantity later, but after the usability study, I added some other items other than the item that was told by the user to make it easier to find.
Before usability study
After usability study
Accessibility Considerations
Mainly used icons than pictures for easy identification of the product.
Added a feature called the Smart Speaker where people having no time or for senior citizens to make the payments within seconds.
Added another feature called the QR code scanner to add in one more accessibility feature.
Refined Designs
High Fidelity Prototype
The final high-fidelity prototype presented cleanser user flows for smoother payment process and checkout.
View the prototype here
Going Forward
Takeaways
Impact
The app makes sure the that it is accessible enough to make the payments faster and is not time consuming.
What I learned:
While designing the app, I realized how important the app being accessible was. The usability studies helped a lot to finalize the iterations and designs.
Next Steps
Conduct some more interviews and usability studies to see for any other considerations for features.
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