Softcard

PROJECT TYPE: Mobile payment solution & digital wallet

PROJECT GOAL: Create the first mobile wallet capable of sending payment, loyalty and coupon information in one tap

ROLE: UX Lead

Led the UX team (2 Senior UX Designers, Junior UX Designer, UX Researcher). Contributed hands-on to: research, ideation, prototyping, usability testing, writing specifications

CHALLENGE

Working on a product for which there was not an existing user need, with technology in its infancy, but evolving

SOLUTION

The design team spent most of their efforts on accommodating for important technical limitations and mitigating them, going through numerous iterations and user testing sessions. Some of the specific problems that the team had to solve for and their solutions:

the time needed for the backend systems to add a payment card to the wallet, up to several minutes. The design team questioned the steps necessary to add the card and their order, made suggestions, discussed them with the extended team (functional, development, product owner, etc.), prototyped, tested and helped improve the flow, cutting the provisioning time down to a manageable wait

presenting the right coupon at the right time. The design team brought in the idea of geofencing (something quite new at the time) and designed ways of making the user aware of the available offers around them

after the pilot launch, due to technology and security updates, the app wasn’t allowed to send payment, loyalty and coupons together anymore. The design team created a stepped check-out flow which allowed the user to receive the loyalty points to which they were entitled and take full advantage of the available offers, making sure that they don’t leave the flow until a transaction was complete