The existing app is a single-sided payment platform, allowing tourists to make payments to trip organizers. Organizers then need to transfer the collected amount to their bank account to be able to use it for remitting payments.
WeTravel wants to solve this issue by converting the app into a multi-sided payment platform.
a) Validate the need and willingness of users for using WeTravel to remit sums of money.
b) Create UI designs focused on three main parameters — acquisition (of vendors), payment system and storing vendor information.
My Role & Experience
The biggest challenge in this project was projecting security and trust on each page as users were going to transact huge amounts. To successfully manage this endeavor, we focused on these two parameters from inception, and came up with multiple strategies for gaining user trust.
I worked with the team as a user researcher, UX and UI designer, and prototyper, having specific focus on Overview, Account Summary and Vendor Profile pages.
The proposed project would deal with 2 types of users — Trip Organizers and Vendors of these organizers. While the Trip Organizers were already familiar with WeTravel’s web app, Vendors had not even heard about it.
In order to gauge vendor’s potential interest in the platform, we created a rough mockup of the proposed product. Through comprehension testing and user interviews, we gathered their pain points, and worked towards solving the main issues at hand.
Listed below are our key findings from the user interviews with both organizers and vendors.
We explored several options of competitors from organizers to payment platforms. Our key competitors included Travefy, Honeybook, PayPal, Remitly, and more. Since trust and security were the key issues highlighted by both the user types, we specially gauged how these platforms were incorporating these in their platforms.
1. Vendor Acquisition
In order to build trust with vendors, we decided to use a familiar document — an email invite sent by the organizer using WeTravel portal. Below are the steps for onboarding:
An email from a familiar customer will reduce the risk of dismissal by vendor.
Email would mimic an invoice, providing details of transaction between the vendor and organizer.
Once the vendor gets onboarded, organizer will get notified. Organizer can then make payment to the vendor. This will ensure secure transfer of funds to the correct vendor.
2. Account Summary
This screen showcases all the transactions done by the user within WeTravel portal.
Below prototype shows filters that can be applied in the past transaction section of Account Summary page. These filters enable users to make a refined search. Click anywhere on the iPad screen to start.
3. VENDOR PROFILE
Whenever user invites a vendor, a separate profile page for the vendor is created. This page can be revisited by the user by searching for the vendor in either Account Summary page or Vendor Hub page. This profile page stores contact information and pending and past transactions with that vendor.
Below are the key findings of testing the usability of final clickable-prototype with 14 users: