the challenge
I was brought onto the project as user experience consultant to design for the Virtual Card feature for Nedbank's Money.
the solution
A secure and digital virtualised payment solution that integrates seamlessly with existing interfaces within Nedbank.
Research
Target users and ask for their sentiments around the virtual card feature. The research for these findings were mostly positive.
Before jumping into the design solution, we look at how to understand market sentiments around the proposed feature. This was achieved by working together with a third party research firm to closely understand how much of an understanding and drive from consumers around a secure payment solution. Some of the sentiments are shown here below in the slide outlining the market reaction to the solution:
With the research findings validating the need for this solution, the actual design work would now commence.
design + User testing
Create wireframes and seeking out feedback was key to delivery
Working together with business to build a solution according to their requirements, I began work on building out a number of different wireframes for the feature. Working together with business stakeholders and the development team, I came up with a number of different designs to meet business requirements, one of which is a flow on educating users on the benefits of the virtual card. Below is an excerpt of this flow:
A/B testing was proposed too to help reach a consensus on a design decision of differing designs.
After the user testing session, we were able to gather a significant amount of insights from our real-world users. Themes and learnings from the research include the following:
final product
The design was approved following stakeholder feedback and eventually adopted into development phase. The feature is now available for existing Nedbank users.
Reflections
As a result of this project, I have learned to be deliberate in whatever I do. Being intentional, whether through asking the right questions or creating a range of design options for stakeholders, is essential to achieving effective results. In addition to this, I learned to always rely on existing data before making a decision. On numerous occasions, I had to steer stakeholders away from making subjective decisions that could potentially impact our goal of creating a best-in-class user experience. As an advocate for our users, I tasked myself to invalidate these decisions by providing factual data that can ensure we provide a user-first approach at all times.
