InstaPay Audit

Transcript

1. Use keyboard arrows for navigation through slides 👆
2. Let’s Get Started 🏁
3. The overall onboarding experience is cool. a lot of nice 3d illustrations with focus on InstaPay services
4. However, I expected more emphasis on the key InstaPay’s value proposition which is "instancy". This is what InstaPay provides differently compared to the traditional money transfer methods
5. You need to read between the lines to find out
6. Also, this cool button is pretty clear to me, however, will it be understandable for non-tech- savvy users?
7. Few clicks
9. Let's start with this sentence that asks you to "Select," even though the selection act requires showing multiple choices
10. However, only one option has been shown to me
11. So, Why does that happen? 🤔
12. So, Why does that happen? 🤔 Simply, because InstaPay design team didn’t design a personalized experience based on the user type which lead to an inconsequential user experience
13. This screen is designed for users who have 2 Sim cards rather than designing for the bigger segment who have a single sim card
14. Another unusual thing here is, you can’t enter the phone number as it usually happens in the fintech apps. What if I want to register for someone else? what if I want to log in to another account???
15. Click
16. This pop-up here asks you to use mobile data instead of Wifi without explaining why?! Although, this is a very unusual thing!
17. Click
19. Once you click send SMS, you get directed to a screen where you are asked to send strange SMS to a strange number “4551” without explaining what is happening and why it is happening!!!
20. I checked this step on Android and found the experience to be even stranger
21. First, They show me this strange message with the same number without adding enough clarification
22. Secondly, they told me that you might need to pay some money to continue
23. And it gets even worse because it asks me to remember my choice, which implicitly means I might need to pay money every time I use the app
24. And by the way, The app didn't ask me to turn off my wifi on Android
25. This all raises a lot of privacy concerns and raises more questions than it answers
26. But of course you don't have to worry, this app is provided by the Central Bank right?
27. But of course, no need for getting worried, this app is provided by the central bank right ? But where in the app is that mentioned? I can't recall anything similar in the onboarding process
28. But where in the app that mentioned I can’t remember anything similar on the onboarding process Besides how many people really know what the Central Bank is? So they may need to add extra clarification
29. So a quick recap before moving forward. So to be able to pass the first step in the registration process, you have to do/have the following:
30. So a quick recap before moving forward. to be able to pass the first step in the registration process, you have to do/have the following: 1- You have the user's SIM card inserted into the phone 2- Mobile data and good cellular network 3- You may need to pay some money
31. Back to the last step
32. Click
34. Nice touch, letting users know what happened with their phone number
35. Fill out and click
37. Click
39. Type bank name
40. Before moving forward I decided to do something a bit evil.
41. What if I typed a not listed bank?
42. I tried Agricultural bank
43. Ops, nothing appeared 😅
44. 🚨️ The worst way to deal with wrong user input is not to deal with it at all, which makes the user thinks either he typed the bank name wrong or he should type the full name, either way, the user journey with the app is over
45. 🚨️ The worst way to deal with wrong user input is not to deal with it at all, which makes the user thinks either he typed the bank name wrong or he should type the full name, either way, the user journey with the app is over 💡 We will discuss this issue in detail in the discussion section below
46. Click
48. I wish they better emphasized on what card number is
49. especially, since this section elements have almost equal visual weight with no clear visual hierarchy, so users might jump directly to the input fields labels
50. Type
51. Now, what is that ATM PIN that consists of 16 numbers that I need to enter?
52. Yes, you got it right. This input field accepts only one digit per sub-component (4 in total)
53. Although both input fields have exactly the same styling, they accept a different number of digits
54. Click
56. Now, I need to enter something called IPA
57. Let’s find out what is this
58. So, IPA basically stands for Instant Payment Address
59. They used IPA instead of Instant Payment Address, although they use Instant Payment Address on all other screens
60. They used IPA instead of Instant Payment Address, although they use Instant Payment Address on all other screens
61. Type and Click
62. amrshawki I appreciate they asked for confirmation, however, yeah, you guessed it right, there is a UX issue. Can you guess the issue?
63. amrshawki They should have used the address name instead of the passive form
64. 🖊️ Modified Version amrshawki Now much better
65. 🖊️ Modified Version amrshawki You might think I'm exaggerating. You will change your mind when you consider the following:
66. 🖊️ Modified Version amrshawki You might think I'm exaggerating. You will change your mind when you consider the following: 1- Users will not be able to change their IPA later at all 2- The input text is light grey and not clear enough 3- No validation or double entry options like other input fields. Password or e-mail for example
67. 🖊️ Modified Version amrshawki Click
69. Enter OTP
70. For reasons of bad luck. The two words “IPN” & “PIN” are so similar which causes visual confusion
71. IPN UX Writer could have tackled this issue in a different way, something like “Enter new InstaPay PIN code”
72. 🖊️ Modified Version Now much better
73. Nice touch: Always show password requirements upfront
74. Enter & Click
76. Me after completing the registration 😎
78. The Home screen is pretty organized with a clear separation between sections and clear titles for each section
79. I don’t see a benefit for this banner. I believe they use it as a placeholder for later uses
80. One feature that I like very much is this one
81. You have to click here to display how much money you have in your account
82. The design considers the context. You may be sending money to someone standing next to you
83. Like your friend to whom you owe money for the food order he made for you
84. On the other hand, one of the things that bothers me the most is this popup that keeps telling me that my session has expired whenever I stop using the app for a short while
85. I know this a privacy and banking thing but It's time to be designed better
86. I tried to know exactly how much time it takes until the session gets expired but I failed so I will assume 30 seconds
87. 🖊️ Modified Version This is a counter. Starts from 10 and count down until user gets logged out
88. 🖊️ Modified Version Now much better 1- Explaining why session gets expired 2- Give users freedom and control 3- Clear CTA 4- No technical jargons
89. Now, let’s take a deep look at the structure of this screen
90. What you will find out is the following
91. These 2 design elements navigates you exactly to the same screen
92. And, these 2 design elements navigates you exactly to the same screen
93. And, these 2 design elements also navigates you exactly to the same screen
94. And finally, these 2 elements navigates you to 2 screens with different layout, although, the same navigation bar item is marked as selected
95. 1 2 This design element (1) navigates you to the other screen (2). The confusion happens here because they didn't remove the navbars from the inner screens
96. More Menu Collect Money Send Money Manage Send Money Again Services Collect Money Again IPN Navigation Too much replication lead to unorganized content
97. One more thing, IPN does not provide any app tutorial or something similar for new joiners and since the app is designed for a very large and diverse customer segment, it was a must
98. Now Let’s send some money
99. Last time, our friend Omar from Telda Audit regretted that he returned the money
100. So this time I will send the money to my dad
101. Click
102. There are 4 methods to send money. I will chose the “mobile number” method
103. I don’t know about you, But I used to send money using the recipient’s bank account number not his/her phone number. I don't know if this is something possible with the usual transfer from the bank
104. IPN doesn't mention anything related to this issue neither in the phone number placeholder nor in the tooltip
105. Type phone number
106. Type amount
107. As it is always said, the devil is in the details. So I decided to try something a little evil
108. What if I tried to type a number consisting of 4 digits or more
109. In less than 2 seconds, can you guess what is this number?
110. I bet it took you more than 2 seconds to know the number and you might even had to count the number of the digits as I did
111. 🖊️ Modified Version Now, Can you try again?
112. 🖊️ Modified Version Now, Can you try again? How long did take from you to know the number this time? Much shorter right? I think you got my point
113. Click
115. This screen is too busy to be a confirmation screen as the user's main goal is to confirm the transaction only
116. This screen is too busy to be a confirmation screen as the user's main goal is to confirm the transaction only 💡 We will talk more about that in discussion section below
117. Click
119. This is the best place to suggest adding the recipient to the favorites
120. This is the best place to suggest adding the recipient to the favorites This is what’s called in the product world the Aha moment, when the user realizes the key benefit of the app
121. It’s all about making the experience faster not only on the function level but also, on the user experience level. isn't it?
122. In the discussion section below, we will discuss in detail a few things we mentioned in the slideshow. Enjoy reading 🍿