Attra wallet

Overview

Attra is a service-based company in the B2B domain. They specialize in the banking, finance, and payments industry. To showcase their expertise in the payment domain, they wanted to launch a payment app for in-house employees. The idea was to integrate their rewards system and provide employees with a more convenient way to make payments to the office vendors in the cafeteria and promote domain expertise and branding.

My Role

Individual contributor helped with designing the hifi mockups, usability testing, style guide creation & documenting

Deliverables

5

Styleguide

5

Hifi Mockups

5

Prototype

Challenges

M

Employees rewards platform was difficult to access

M

Failed transaction due to poor network connectivity

Tools

5

Figma

5

Confluence

5

Hotjar

Solution

N

QR based payment app

N

Redeem rewards to wallet

N

Pay later option, incase of network issues

Key impact

Once the app was launched, it was observed that there were still disputes in transactions, however, the wait time was reduced for both employees and vendors, as the Pay Later feature eased the transaction. Also, there was a great response due to rewards redemption and discounts.

Failed transaction – 55%
Wait time – 35%
EMPLOYEE SATISFACTION – 75%

Creative process

Since the project had a short timeline for launch, we decided to follow Design Sprint as it helped to align requirements much faster with business stakeholders and also initiated the concept of Design Thinking within the organization in Leadership level.

Research

During the research phase we started with the Stakeholder interviews to understand the goals of the project and finalizaed the KPI’s to track. In this stage, my role was

To collaborate with Design Lead for conducting the design workshops,
Capturing notes & sharing resources like questionnaire, templates, etc. to drive the workshop in an efficient manner.

After conducting the Stakeholder interviews, we started connecting with our colleagues. Our goals here was:

To learn about their present experiences
To understand user’s reactions about integrating the rewards system into this payment app, which could also help them with coupons and offers in day-to-day transactions.

As one of the issue was very common and the users were in house it helped was to empathize with our users a lot better. The research methods we used are User Interviews & Survey to capture both qualitative and quantitative insights. My role in this stage were:

Collaborated with the team for analyzing the research findings. Thematic Analysis approach was followed to summarize the insights quickly & easily
Creating the presentation for sharing the insights with Stakeholders & Senior leaders

During the research, I observed that most of the users were not much interested in using a separate payment system, even though there were instances of failed and delayed transactions. But when they realized that the organization was also planning to integrate our reward system where they can avail of discounts and offers, they seem to like it.

Also, as mentioned, employees were very hurt as they were sometimes failing to redeem their rewards on time, with no reminder.

Share the Insights here

Define

In this phase, I was tasked with some of the below activities along with a Senior Designer

To define the user’s journey and map out the activities.
To understand different tasks user might be willing to perform by creating User stories & HMW (How Might We) questions.

The product was designed for three different roles. One for the employees (user) and the other two for admin, agents with different tasks.

For users

Make payment for any purchase
Redeem rewards in the wallet
Apply coupons/offers in the transactions
Users can Pay later if required for situations like poor network or failed transaction

For admin

Approval for the vendors onboarding
Tracking of all users detail
Tracking of any disputes between vendors and employees

For Agents/Vendors

Payment accept
Offer discount
Menu uploading
Transaction details

Design

We started with creating the information architect, followed by wireframes to validate the content layout for the app. After creating the hifi mockups I also performed Usability to validate the designs.

Admin Dashboard

Usability findings

Q

Unclear, with profile and homepage

Q

Offers from vendors were difficult to find

Q

Transaction details was in side nav

User app (Employees)

Learnings