Company: SK Planet
Role: Lead Product Designer
Team: 2 Designers / 1 PM / 2 Devs
Responsibilities: User Research, Ideations, Sketches, User flows, Wireframe, Usability testing, Prototyping, Interaction design.
Slyde mobile payment
I joint the company where UX design team was not formed. I was the first and only designer in the house. This mobile payment app was my first project which I encountered a lot of challenges and obstacles, yet our supportive scrum team that really values design, understands design process and methods helped me go through the time altogether. We later on brought in more designers to dedicate to designing and developing this complex application using iBeacon and proprietary mobile payments technology.
Slyde provides user an effortless shopping experience (walks in and out of a store and make purchases without touching wallet or smartphone). Slyde also engages customers with more shopping power by accumulating reward points that can be used at next visit so they return again and again.
Aside from multiple cutting-edge technology challenges (iBeacons, mobile transactions, POS) the customer experience design was a big issue. Our existing mental models for making an in-person purchase did not yet include walking into a store, grabbing a basketful of goods and walking out without talking to a clerk. Yet, that was the transactional model we were beta testing.
Pain points included:
- Wondering if other customers will think you’re stealing
- Not knowing if the clerk accurately identified you when you walked into the store
- Worrying that you’ll be overcharged, charged for something you didn't buy, charged from someone else’s goods, or not charged at all
We conducted design ethnographies to understand how small business work-flow happened so that we could build a service and UI experience that worked with that model as much as possible.
- We built in redundancies in the form of messaging, text alerts and receipts so customers had plenty of information about their transactions, before, during and after.
- Using animations and with careful attention to interaction flows within the app–triggered by users and the iBeacons–we kept everyone informed during all phases of the in-store interaction.
- Usability testing helped us refine our messaging, interactions, work flow and merchant dashboards to ensure that our data and assumptions were valid.
- We iterated until we got it right
Ready to pay
User Testing with beta
We conducted usability testing with customers in local merchants, interviewed, observed and journey-mapped customers' in-store purchase process, especially their on-boarding process.
Users' Pain Points while using the App
Setting up the app
- Hesitating to register right away
- Setting up CC takes too much time when standing in checkout line.
- Let users explore app with basic functionalities before requiring a signup.
- Implemented credit card scanning.
Users' Pain Points - In Store
- Both in-app alert and email will be sent immediately after transaction is made with amount charged
- Most users interacted with the clerk
- In-app receipt immediately available (in Wallet section)
- Auto-pay can be manually turned off.
- Not sure if the POS catches the right profile.
- Is the purchase correctly recorded?
- Would other customers think they were stealing? What if clerk doesn’t see them?
- Not sure the clerk charges the correct amount.