MobilePay is easy
3-hour workshop
MobilePay
Role: Practitioner of Workshop
Research and Strategy
Design Workshop
Redefining an onboard process of MobilePay
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MobilePay was a dominant mobile application in Denmark with over 90 percent market share. The staff at this company had trouble launching MobilePay in the Finnish market. In addition, many other transaction methods were already available, including credit cards and Finnish mobile banking services, which created competition for MobilePay.
Over 3-hour workshop, starting with in-depth research in multiple users in an onboard process, our team developed the stories, strategies, and messaging to answer the question, how Finnish talk about, experience, and think of MobilePay?
MobilePay usage in the Danish population
People love MobilePay, adding functionality to the solution
Shifting focus from the statistic data to cultural diversity
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The gold of this workshop was two: to reaffirm accessibility to the onboard process, to create an easy user experience to clearly and consistently deliver its value and services.
Before we complete the workshop, MobilePay emphasized on the statistic data about the Finnish market, its territory, population, and technology infrastructure rather than its cultural diversity and different lifestyle.
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Sketch
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Prototype
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3-hour workshop
USER TESTS / INTERVIEWS
An onboard process of MobilePay requires a Phone number, Address, Email, Password, Name, Social security number, Bank account, Credit card number, Pincode.
"When my friends and I go to restaurants, we usually pay individually. It is common to pay separately in cafes, bars, and restaurants in Finland."
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​"I opened my bank account from the back my mom has. My mom also has her bank account from the same bank as my grandmother. And I never change."
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"My mom said that do not tell your security number and bank account to strangers. Without building trust, it is difficult to provide personal security information."
MobilePay is easy
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During our workshop, we spoke to over 20 members from different countries, Finland, Germany, China, India, and Korea. One consistent message was that the onboard process is not easy with many requirements. Our work focuses on building what participants told us is most crucial: "MobilePay is easy"
Using the users' perspective, our team can distill its mission (providing positive user experience from wherever they are) into three words: MobilePay is easy.
USER FLOW
