the challenge

Design a feature for Nedbank's mobile app that caters for users who frequently pay their bills and would like to be rewarded for doing so.

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the solution

I collaborated with business and the technical team to design an integrated bill payment feature for mobile use which has been now released to market.

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research

I used the proposed concept put forward from business as a foundation to research the problem. Approaches included creating an information architecture diagram and running workshops with stakeholders.

To kickstart the project, I worked together with my design team to come up with a feasible design approach. Because the virtual card feature has a lot of technological dependencies in the form of 3rd party integrations and also depending on existing features that were run by a separate product team, it was important for me to keep in mind that the approach to coming up with a design has to involve as many stakeholders as possible. So, I ran workshops where we came up with a deeper analysis of the solution.

Main insight

From the number of different workshops we conducted, a key finding discovered is that the Bill Payments feature is an opportunity to not help users pay their bills more efficiently but to also get rewarded for doing so. Therefore encouraging use of this feature over something like an existing monthly debit order that goes off from a user's account was something I had to keep in mind when working on the user experience of the project.

design and final results

I used feedback and findings from workshops as foundation for the design.

The research gathered provided enough insights for the design to begin. This phase of the design process began with creating a number of different iterations of the design, testing these with actual users and presenting findings back to stakeholders in an effort to validate and gain approval of designs.

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final result

The design received approval after incorporating stakeholder feedback and was subsequently moved into the development phase. The feature is now available for existing Nedbank users.

Reflection

What I have learnt from this project is that constant delivery is important, especially if you as a team are planning on following an agile way of work. What helped me to understand is through holding multiple workshops with stakeholders to ensure that I was aligned with their requirements for the project.

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