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Pen & paper
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Sketch
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Axure
Tools
Case study
Zoona
Zoona aspires to create a tailored banking experience for people living in rural Africa who have very little access to formal financial services
Time frame
12 weeks
My role
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Research
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UX
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UI
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Prototyping
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Client facing
The challenge
Zoona entered the Zambian market with a banking system harnessing USSD messages for transactions. They wanted to utilise modern digital banking technology such as finger print, face and card recognition, in order to impede any fraudulent activity. Along with this ambition, Zoona wanted ease of use and progressive education to be highlighted. So, how might we create a secure, user friendly app for banking transactions in Zambia?
High-level Goals
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Create an educative app that eases learning and adoption
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Formulate a design language tailored to users with limited exposure to smart devices
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Create a future proof security infrastructure for safer banking transactions
My process
Empathy
User Interviews: 30 User Interviews
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10 for the ethnographic research and 20 after the prototype creation
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We spoke various Zoona booth operators and customers
Ideate
We decided to test an android version of the Zoona app first. Informed by the design language, we created low-fidelity mockups and tested these with the Zoona booth owners. We gathered reactions and understanding of functionality provided and created a prototype to solve these initial issues
Prototype and validate
In Axure I created a fully interactive prototype to use in the testing situations. We iterated and tested the prototype 4 different times, changing colour, iconography and content. Learnability was of paramount importance to us. We focussed on visually guiding usage, since most booth owners still had little experience with smart phones.
As feedback, booth owners especially liked the card scanning feature. This feature alone saved about 5 minutes with each new sign up, more speed, more money in the bank. Literally.
The impact
An African design which resonates with the target audience and meets business needs. A very basic android interface which incorporates culture specific icons, colour pallettes and terminology for Zoona tellers. This helps Zoona tellers complete transactions quicker, with fever errors per transaction. This aids in the amount of customers they are able to help per day and increases revenue.