The challenge
Existing clients would have to go in branch and complete specific forms to perform international transactions. This was a pain point as the forms would take several days to be processed before a payment is made.
From a Customer Experience point-of-view, this could potentially lead to existing customers falling off and reverting to Fintech offerings to quickly complete these type of transactions.
The solution
I was tasked with having to craft a UX solution for the Web platform for users. Working alongside the designated design lead and UX designer in charge of working on the mobile app designs, I began my task by first understanding the problem and how best to tackle this. My thinking was to first look at what was out in the market and read up as much as possible on existing forex payment solutions available to South Africans. Doing this allowed me to understand how existing competitors (both direct and indirect) were addressing this type of challenge. Together with documentation provided from CX research, I then began looking at how best to cater for this problem.
Before I started any sort of design work, I created a user task flow diagram to map out the proposed designs in a process. This was used to help me and the rest of the team understand how a user would interact and be able to complete their task. Additionally, the user task flow was used to also help the team understand the challenge of an entry point into the Forex feature. Having discovered this early on in the design process saved us time and effort before the actual design work began.
Once this was done, I began with the design work ensuring that work I put through is in line with what the UX designer dedicated to the mobile app is designing for.
The results
We put the conceptual flow into user testing and were able to gather the feedback required to iterate. At the moment, the feature is available to use with more releases planned for the coming year.
Lessons learnt
I had to trust my abilities here and make use of the knowledge I acquired to become a designer. Listening to our users feedback through user testing and understanding the project were both important to design a solution that can be scalable enough to accommodate new releases.