Creating seamless user journeys for both online and in-person transactions (collaborated with tiket.com).
Role
UX Designer, UX Researcher
Duration
Jan - Mar 2023
Context
Internship project
Tools
Figma, FigJam
tiket.com is one of Indonesia's largest Online Travel Agency that focuses on airplane ticket booking, accommodations, and events. On 2022, they merged with an E-commerce platform called Blibli and a grocery chain called Ranch Market.
Since this project was catered towards the Indonesian market and financial system, a number of things might be different from how finances are handled in the States.
💵 Storytime: "The Transaction Problem"
Jakarta, a city that is developing at a fast rate in the past decade. From the newly launched subway system to affordable health insurance, all of those were just created or made popular after the COVID-19 pandemic. However, one thing remains constant, which are the complicated steps that people need to take just to send or receive money. In the States, we have a number of services that make money transfer really easy, but the people in Indonesia have to rely on third-party apps or even small physical devices dedicated just to transferring money from one account to another.
During my internship period in tiket.com, my mentor gave me the task to create a mobile application that merges all three ecosystems of the company's new infrastructure, meaning to find the common line between Online Travel Agency, E-commerce, and grocery shopping.
📊 Competitive Analysis
To better understand the market and our competitors, we conducted competitive analysis for each of our products. We listed notable differences, pros, and cons that each company has.
🖼️ Our Framework
After conducting competitive analysis and research on our current customer base, we developed a framework to help guide our brainstorming process. The framework is divided into four main columns:
1.
Problem / Goal: What is the problem that we want to solve? What are we trying to achieve?
2.
Insights: Based on our research, what useful information did we learn?
3.
Hypothesis: What is the solution that we can provide?
4.
Impact: What is the expected outcome?
👤 Our Solution: The Digi-Wallet
The red sticky notes in our framework indicate the features in the solution that would address the individual problems. After considering the goals and the outcomes we'd want to achieve, we came up with the idea to create Digi-Wallet, an electronic wallet application that simplifies financial transactions, both online and offline, and enhance the shopping experience. It allows users to seamlessly make payments to businesses, send money to friends and families, or receive money with just a few taps. Digi-Wallet also has an innovative tier system, allowing users to level-up their accounts through consistent activity and engagement. As users progress, they'll unlock exclusive benefits and rewards, including not only discounts in tiket.com and their partnering businesses, but also cashback rewards and benefits that can be used according to the users' needs. With Digi-Wallet, we don't aim in creating only a convenient tool for transactions, but to also provide a gateway to a more rewarding financial journey.
🗝️ Our Key Features
Since the main purpose for Digi-Wallet is for it to be an electronic wallet system, the key features for this application mainly revolve around financial transactions. Due to the limited time of this project, we focused on creating the transaction-related features.
Homescreen
When the users open the mobile app, they are first greeted with the amount of balance that they have in their account. The first card includes the three essential buttons users would need: Top Up, Transaction (sending and receiving money), and History. The next card shows active deals that the users have while the other cards show ongoing saving events.
QR Scan
Users are able to scan another account's QR code when they're trying to make a transaction. The QR code directly leads to the profile's transaction page. This eliminates the need of having to search for a specific profile when trying to send money and reduce the chances of accidentally sending money to the wrong account.
Contact Find
After clicking the Transaction button in the Homescreen, users are directed to the Contact Find screen where they can search for the people or businesses that they want to make a transaction with.
Money Transfer to People
This page appears when users choose to send or request money from other people. In the case of splitting bills, users are able to put in the total amount of bill and the system will divide the bill equally.
Payment to Businesses
Different from when making transactions with other people, users are only able to make payment to one business at a time. The money request button is disabled for payments to businesses.
👤 Frequently Asked Questions
To address important questions regarding the product and future steps, we have compiled the questions and answers below:
