The PROJECT:
The Simple provided a number of features to help users save money, budget for expenses, and set up autopay. Where they, along with many banks, fell short was their checks experience. Unless you requested and paid for checks, which take time to arrive, your payment options were limited.
Creating an echeck experience would allow people the flexibility to pay as merchants required, and so I built what I thought that could be.
MY ROLE:
Full stack UX
DATE:
July 2020
MEDIUM:
App
THE Problem:
- Simple Bank doesn’t provide paper checks unless requested and paid for.
- If a check is required and needed quickly, there’s no way to pay for services without waiting for checks to arrive.
- Paper checks are slow to arrive when mailed.
- Cash and paper checks carry germs from payer to payee, which is a risk factor for COVID-19, among others.
- Paper checks have slowly been phased out for years, yet many services still require check payment.
- Paper checks are less secure than echecks.
- Paper checks take 7-10 days to clear, while electronic generally clear within 4 days.
Product Goals:
- Make paying with check more convenient for users
- Make check payment faster
- Make check payment more secure
- Lessen paper waste and carbon footprint
- Lessen human contact for safety/COVID-19
Persona
High Fidelity Mockups
Menu: Here we have link to the Digital Check experience.
Page DescRiptions (left to right)
1) Menu: Here we have link to the Digital Check experience. (The first and second photos are two versions of the same page.)
2) Enter Amount: Users enter amount with app number keypad. The check image is designed after the bank’s checks for familiarity, with the added email field. Instructions above the check and a progress indicator reinforce what step users are on. The blue focus shows where the user is inputting their information.
Page DescRiptions (left to right)
3) Enter Recipient: Users enter recipient name with system keyboard.
4) Enter Email: Users enter recipient email with system keyboard.
5) Note: Users enter note about what the payment is for with system keyboard.
Page DescRiptions (left to right)
6) Sign: Users enter their name with system keyboard.
7) Preview and Send: Here we give users a final preview of the check, with each input called out below as well. This allows users to be absolutely sure that they filled out each field correctly. When ready, on tap CTA triggers send check and brings user to confirmation page.
8) Confirmation: Here users have a confirmation that the check has been sent, along with next steps. The alert at the top signals success. The check replay shows what they’ve sent. Below the check we give users next steps, which would be replayed in the confirmation email.
Test Plan
THE APPROACH:
To validate my designs, I created a test plan with two parts: a preliminary interview and then walking through the experience. By doing the preliminary interview, I would hope to both build rapport with the tester, and also to understand their perspective as they approach the experience. For the second part, I planned to provide a prompt and allow the user to work through the experience. Some of the questions I'd ask would be scripted, while others would be in the moment and based on the user's actions.
TEST GOALS:
- Do users understand the interface?
- Do users trust the experience?
- Is the focus clear enough?
- Does the process make sense?
Recruiting:
- 20 participants
- Ages 20-55
- Have used paper checks
- Comfortable talking about the pandemic
Preliminary Interview:
- How do you prefer to pay for goods and services?
- Do you have paper checks?
- When was the last time you needed a paper check?
- What was that experience like for you?
- Tell me about a time you needed a check but didn’t have any on hand. What was that experience like for you?
- Do you currently use digital payments services (Venmo, PayPal, Cash App, etc.)?
- If there were a way to send checks digitally, would you? Why or why not?
TEST PROMPT:
The Scenario:
You’ve had an emergency at home that required you to call Ms. Fix It’s handy service. Like many small businesses, the only payment they accept is check or cash. Currently you have neither on hand. Luckily, your bank recently added the option to send checks digitally via email.
Additionally, the pandemic is still in effect. For months you’ve only been using touchless or digital payment options to avoid contact as much as possible. You decided to vacate your home during repairs to reduce risk for both you and the servicer.
You’ve had an emergency at home that required you to call Ms. Fix It’s handy service. Like many small businesses, the only payment they accept is check or cash. Currently you have neither on hand. Luckily, your bank recently added the option to send checks digitally via email.
Additionally, the pandemic is still in effect. For months you’ve only been using touchless or digital payment options to avoid contact as much as possible. You decided to vacate your home during repairs to reduce risk for both you and the servicer.
The Goal:
Send a digital check to Ms. Fix It to compensate them for the repairs made to your home.
*As you go through this prototype, please be sure to talk through your thoughts and actions. Describe if anything in particular stands out, and why. If you love something, tell us. If you hate it, tell us. If something doesn’t function as expected, please tell us what you thought would happen. We genuinely want to know what you think so we can create the best product possible.
POST TEST Interview:
- How was that experience for you?
- Was there anything in particular, good or bad, that stood out to you?
- If you could change anything, what it be?
- Would you use this functionality if it was available to you? Why or why not?
- Would you recommend this to a friend?
