Redesign Digital Mobile Wallet

Key benefits: Improved user satisfaction, increased conversions, increased brand value. Target audience: E-commerce app users who use the digital wallet.

App name / Client

Digi Wallet

My Role

Product Designer

Industry

Fintech

Platform

Mobile App

project image

Users of an e-commerce app's digital wallet are experiencing difficulties that are

affecting their overall satisfaction and engagement. Analytics indicate a decline in

conversion rates, increased cart abandonment, and negative feedback related to

the wallet's interface and functionality. Use the feedback and insights gathered

from different users to identify the UI UX pain-points. Create a clean and intuitive

clickable prototype of the application to improve user satisfaction foster a positive

brand perception.

Objective

  1. User Research and Pain Point Identification
    1. Information Architecture & Design Optimization
      1. Prototyping & Validation
        1. Success Metrics

          User Research & Painpoint Identification

          Based on the raw feedback from users around digital wallet, Let’s focus and identify on key painpoints around the digital wallet experience:

          1. Lack of Transparency and Control
            1. Users feel frustrated by hidden fees, unclear pricing, and limited control over their payment methods and subscriptions.
              1. They struggle to understand the true cost of transactions and managing subscriptions is cumbersome.
              2. Fragmented User Experience
                1. The app feels disjointed and inconsistent. Users experience glitches, crashes, and a lack of synchronicity between the shopping cart, wallet, and different devices.
                  1. This creates confusion and slows down the checkout process.
                  2. Poor Customer Support and Security Concerns
                    1. Users feel left alone with their problems.
                      1. They struggle to get help from customer service and lack confidence in the app's security measures.

                      Information Architecture & Design Optimization

                      Due to lack of any reference around the existing digital wallet experience, We’re going to make envision an end to end digital wallet experience inside an ecommerce app.

                      Information Architecture of a Digital Wallet within Ecommerce App

                      Core Functions:

                      • Wallet Overview:
                        • Balance: Display the user's total balance across all linked payment methods.
                          • Transaction History: Show recent transactions with clear categorization (purchases, fees, refunds) and easy access to detailed receipts.
                            • Quick Access Buttons: One-click access to frequently used actions like "Add Funds," "Manage Cards," and "Pay."
                            • Payment Management:
                              • Manage Cards & Accounts: Allow adding, removing, and editing linked cards and bank accounts with clear instructions and security measures (fingerprint, PIN).
                                • Default Payment: Set a preferred payment method for quicker checkout.
                                  • Payment Methods: Support various payment methods including credit/debit cards, digital wallets (e.g., Apple Pay, Google Pay), and local payment options based on user location.
                                    • Currency Management: Integrate a user-friendly interface for managing multiple currencies with clear exchange rates and markup transparency.
                                    • Security & Privacy:
                                      • Security Settings: Provide options for two-factor authentication, transaction alerts, and app lock features.
                                        • Privacy Center: Explain data usage practices in clear and concise language.
                                          • Fraudulent Activity: Easy access to report suspicious activity and receive support.
                                          • Support & Help:
                                            • Contextual Help: Offer relevant and in-app help guides based on the user's current action.
                                              • FAQs: Provide a well-organized FAQ section addressing common issues.
                                                • Live Chat Option: Offer a readily accessible live chat for quick assistance.

                                                2. Integration with Shopping Experience:

                                                • Seamless Checkout: Pre-populate checkout forms with user's preferred payment information and shipping details.
                                                  • Promotions & Discounts: Automatically apply available discounts and coupons to the cart total.
                                                    • Order Tracking & Refunds: Integrate order tracking and refund initiation directly within the wallet section.
                                                      • Subscription Management: Offer a dedicated section for managing subscriptions with easy cancellation options and clear renewal details.

                                                        Low Fidelity Wireframes

                                                        High Fidelity Wireframes

                                                        Mockup

                                                        Prototype Link

                                                        Success Metrics

                                                        • Increase in Conversion Rate
                                                          • Drop in Abandoned Cart Rate
                                                            • Decrease in Customer Support Tickets