Case Study -Convenient Money
User research for
mobile app
Client: A Canadian FinTech industry entrepreneur
Case Study Duration: 3 months woking for him and PLUS 4 months for myself
Freelance - Designed 25 pages
My Role: UX researcher for the client and Designer for myself
Tools Used:
- Trello
- Miro
- Sketch
- Framer
- Figma
- Google slides / Sheets / Drawings
The Canadian entrepreneur had been working for a few years in the financial sector and he wanted to invest in the development of a new mobile app in the financial sector.
The app would be especially for people with low credit scores (mainly immigrants and low-income people) who needed to borrow money to complete their studies or even open a small business to generate more income.
Understanding the Challenge
Having “support and social media” there will be advantages over competitors
I analyzed six competitors, three Americans and three Canadians. The discovery were:
All had a quick loan and the process was quick and easy
All had at least these services:
Business loan
Auto and Vehicle Loan
Home Improvement Loan
Debit Consolidation
None of them had a support and social media
FQA and Live chat were the great opportunities found in the comparative analysis
Credit Score
Minimum Credit Score acceptable: 300
Loan
Max Loan amount: 35k
Reports
Free weekly credit score and reports
Opportunities
FQA
LiveChat
Money Coach
Facing challenges to get interviews
During the process of recruiting people for interviews I came across a challenge. People were not interested in being interviewed. Very likely due to the fact that when it comes to personal finance and low credit score it makes people withdraw and create a certain fear.
Negotiating with the Stakeholder, I suggested offering gift cards worth $20.00 and he accepted the proposal.
With that I had several people interested and then I had another challenge. I had to do a screening to understand who was really within my target: people with a low credit score or have a small business and have at least once borrowed money from banks using some mobile apps.
Meet Ezekiel Aguda
A Nigerian immigrant
Pay attention to the used terms, payments with flexibility, better security way
Step-by-step: From the moment Ezekiel downloads the application until the moment he makes his first loan payment
Future User Flow
〰️
Future User Flow 〰️
Ezekiel downloads the app
Even if he has already seen the reviews before downloading the app, he has the possibility to check other reviews to decide if you are still interested
There is interest and decided to sign up
Ezekiel wants to open a small business and will apply to borrow enough money to add to what he needs to make this dream come true
Easy as 1,2,3... he just need to add his credit score
And that's it! received news that he was approved for an amount
Just need to check the options on how to pay the loan back
Putting additional information such as address, bank that has account, cards and social security number.
Adding the preferences, using PIN # or password
And finally activate the receipt of his notifications
When Ezekiel receives the notification that it is time to pay the loan, he will receive a link that will take him to the following flow:
Ezekiel needs to access the app using password or Pin number
If he requests that the automatic payment he will be sent to see how much has been paid and how much will be deducted in the next month
In case he needs to pay he will be sent for the payment process
Once all payment is made, Ezekiel will be sent to see his balance
A review request will be requested as Ezekiel has already gone through the entire application process
Users like Ezekiel access Debit Consolidation and Credit Scores & Reports in both the Business and Personal sessions
Some interesting points found in information architecture:
Users were torn between Life and Personal when it came to individual needs within your financial constraints
Chats and Reviews are important to them and nee to be in the same line navigations as Services
Users search for Debit Consolidation and credit Scores & Reports both in Business and in Personal sessions
Found FQ&A failure when tested greyscale
During testing with grayscale users mention two things that need to be modified:
Users mentioned that verify email should be added on "create an account" page
FQA should be in one place and chat in other
Why Convenient Money?
The word convenient, in the dictionary, means:
Fit well with a person's needs, activities, and plans
Situated to allow easy access
Taking into account the user's needs, in this case Ezekiel, where he wanted something that was easy to navigate, security, confidentiality, and easy to understand, all in one app, fits the word convenient perfectly. An app that fits right in with Ezekiel's needs, activities and plans, a convenient app.
Color Palette
The idea of the main color, green, came because it is related to money, finances and the color usually used in this situation is green.
