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UX/UI 

Schedule payment - Equity Online
Problem statement

The bank had been providing Standing Order transactional services to customers for many years, but the process required customers to request this service at a physical branch. With the increasing shift of customers towards digital platforms, there was a pressing need for a faster, more convenient, and mobile solution.


THE TASK

To develop this solution, we conducted extensive design research, analyzing apps in the same financial field and other fields that involved scheduling aspects, such as social and community apps. We studied human behaviour patterns, the terminology used, and customer concerns to formulate our approach.

Here are the main customer concerns we identified and how we addressed them:

1. Virtually, without having to visit the branch or call customer care:

We aimed to provide customers with the ability to schedule transactions and payments without the need to visit a physical branch or contact customer care.

2. Schedule popular transactions:

In the initial release, we allowed users to schedule up to five types of transactions and payments. This required introducing a new entry point to facilitate this function.

3. View and manage scheduled transactions:

We integrated predetermined scheduling intervals into the system and included reminder options that matched these intervals to keep users informed and manage errors effectively.

4. Have flexible schedule intervals and date selection:​

Recognising the diverse nature of scheduled transactions, we provided flexible intervals to accommodate various use cases, from daily tasks like buying airtime to more significant transactions like school fees payments.

5. Have reminder options suitable for all intervals:

We integrated predetermined scheduling intervals into the system and included reminder options that matched these intervals to keep users informed and manage errors effectively.

6. Flexibility for one-off transactions:

To handle transactions meant for a single occurrence in the future, we added an option for one-off transactions alongside recurring ones.

7. Have the ability to schedule a successful transaction, not just queue it:

In addition to the entry point approach, we provided an option for users to schedule a transaction immediately after completing it, reducing the need to repeat the process.

8. Have a notification system for transaction status:

To ensure transparency and accountability, we incorporated in-app notifications to keep customers updated on the status of each transaction as it was executed.

TAKE AWAY

The biggest challenge we faced was in the attempt to fully customise the feature to fit all interval time. During our research, it came about that some users want a flexible interval such as; every 2 weeks, every ‘n’ days, or the nth day of a week/month/year. We also found that users also want flexibility in the cancelling, skipping, moving up and postponing of the schedule item. These however advised our scope for future releases

The key takeaway from this project was the importance of accommodating multiple user journeys and ensuring a smooth experience for all users, regardless of their specific needs and preferences.

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