XFERS

SDK Mobile & Web Design

2018

MY ROLE

User interviews

Heuristics Research 
Persona

User flows and CJM

Wireframing

UI design & Prototyping

With an increasing number of users and transactions, Xfers was ready to move from a responsive mobile browser to develop an SDK that would allow for an easy and seamless transaction flow. With an SDK, Xfers will be able to have full control over the UX and implement updates easily without troubling merchants to make an update on their end.

For users, it meant less confusion and less time wasted. 

For merchants – better integrations, live product updates.

Discovery

Xfers relied mostly on its responsive web to cater for its already savvy customers. Before diving into designing a brand new product, we wanted to understand which existing features were most actively used and what are some processes we can help streamline to simplify the user journey. 

+ How receptive will our users be to a Fintech Marketplace? 

(With an SDK, Xfers would be able to take on the role as a middleman to bridge an array of fintech services to consumers.)

User Interviews

The main issue that surfaced was how frustrating an onboarding verification process can be. There are many steps and waiting time required just to get verified. 

On introducing a Fintech Marketplace, users showed interest in learning more about additional products that could help them grow their digital assets.

01

DREADFUL ONBOARDING

"The KYC process is incredibly tedious. After completing all the personal details and uploading of documents, I'll still be waiting up to a week for my account to be verified. Feels very inefficient"

02

POOR INITIAL IMPRESSION

"I did not know much about Xfers until a friend introduced me to it.
I was a bit wary after seeing the website and I wasn't sure if my money would come through"

03

INTRIGUED BY FINTECH AND
SHORT TERM GAINS

"I think there's a lot of potential in the blockchain technology and it feels like the next big thing."

"I'm mostly in it for the monetary gains, it's very similar to stocks and shares"

Persona

Customer Journey Mapping

Problem Statement

How might we simplify the verification flow for users without compromising on accuracy while remaining compliant?

Wireframing & Ideation

Prototyping

With the integration of MyInfo, we get to shorten the time taken to complete the KYC forms, and the time taken to get verified as well. This also helps to get accurate information while reducing the chance of fraud and identify theft.

 

For non-Singaporeans or users who choose to fill the forms manually, we introduced image submission of personal documents. This way, users no longer have to ensure long forms to complete their verification process.

User Testing (Phase 1)

The user testing will happen into two main phases:
 

Phase 1 - Onboarding & Main features

Phase 2 - Access to Fintech Marketplace

Goal for Phase 1

To ensure that all basic features of the user flow is simple and intuitive with both MyInfo and Manual verification processes. 

Task 1
Sign up for an Xfers account and complete all verification steps.

Task 2
Add a bank account and make a top-up of $10 to your e-wallet.

Task 3
Make a withdrawal to your bank account

Observation 1
Most users weren't aware they were creating an Xfers account. They were under the impression it was part of the merchant's onboarding flow.

Observation 2

While users had no issues with their tasks, some wasn't sure why they had to go through such strict and thorough verification process. 

Observation 3

They weren't so comfortable making a $10 initial top-up​

Observation 4

They don't always have all their verification documents with them e.g. bank statement.

Key Learning Points

Understanding that while keeping our steps and flows simple, we should not forget the importance of communicating the "whys" of the steps. Users are savvy and they expect to be informed even if the tasks are simple to complete. 

They should not feel forced to make a fixed or large amount of money when transferring funds for the first time. 

sabrinaljx@gmail.com​  |  Tel: +65 9139 2725

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