Kick-off
I got introduced, alongside the Product Manager responsible for this project, to Roqqett’s CEO and his team of developers, where we got to learn more in-depth about their product, and fully understand the complexity and technical limitations of this project.
Once the scope of this project was made clear and we were all on the same page about requirements, it was time to start ideating some flows that would work for both web and mobile native app experiences. A 30-minute weekly-review session was put in place where I would update stakeholders on my progress while validating the feasibility of what was being proposed with both internal and Roqqett’s engineering teams.
Potential impact
Each time a customer tops up their card using a credit or debit card as the payment method, the business gets charged a fee by the payment processor. From the user's perspective, the top-up could take a few hours to reflect in their account balance.
94%
of the FairFX customers are currently using a debit card as their preferred payment method when topping up their cards
Making the open banking option very clear to users would not only enhance their experience (i.e money appears instantly in their account, more secure, with no need to add card details) but also help the business save money in one of the key flows.
New business opportunity
Keeping the FairFX demographic in the forefront, I suggested the Roqqett team implemented a custom theme functionality where the UI colours on their flows could be easily customised to meet different needs. By adding that functionality, Roqqett would have the ability to white label their platform to any business looking to integrate an open-banking payment feature, aligning with the business goals of creating a new revenue stream with this acquisition.
User testing results
With the user flows and designs signed off by the main stakeholders, we got in touch with 5 existing FairFX customers who had previously agreed to test new features – all currently using a mix between traditional bank transfer and debit cards when topping up their cards – and conducted a round of moderated user testing through UserZoom with each one of them separately where they were interacting with a high fidelity prototype on their mobile phones.
All 5 participants completed the task successfully, giving a rating of 5 (very easy) and mentioned they would use the instant bank transfer as a payment method for their next top-up.
"As a user, that's what I want"
– Participant 4
– Participant 4
"Not very tech savvy but found the top-up flows very simple"
– Participant 2
– Participant 2
"Quick, especially if doing [it] while I am out"
– Participant 3
– Participant 3
Collaborative comms plan
To make sure customers were fully aware of the benefits of using this payment method while topping up their cards, we put together a comms plan in collaboration with the Growth team. In parallel, we made sure the Customer Services team were equipped with enough knowledge of how this feature works if they were to assist any customers over the phone or email who were having any issues.
Measuring the impact
A data requirements doc was put together and sent to the Data team, who has helped us create a FullStory dashboard showcasing some crucial points we wanted to be tracking to be able to measure the impact of this feature in the first 3 months after the release.
41%
adoption rate
adoption rate
2%
drop-off rate
drop-off rate
>2 min
to complete top-up
to complete top-up
70%
on mobile app
on mobile app
Wrap up
User testing plays a crucial role in the design process and cannot be overstated. Identifying new opportunities to align business goals and create new revenue streams was well received by stakeholders. Collaboration between teams and measuring the impact of features using tracking tools such as FullStory are also critical to the success of feature development and adoption.
