U MONEY CARD RECHARGING

Product Design Case Study

The Background

U Money Bus Card has become an everyday necessity as it is the only payment accepted on buses. Ulaanbaatar Smart Card LLC worked with us to develop U Money Bus Card recharging function in Hi-Pay App.We deployed our first version of this feature in Nov 2020 to mixed reactions, with our users can't find the NFC reader on their phone and being met with multiple unsuccessful transactions.

The Challenge

U Money Bus Card uses the NFC tag as a core, but it was not widely available and used in Mongolia. We had to educate our users to understand what NFC is and how it will help their daily life for the better.As this was the first implementation of the NFC Payment, we didn't have enough data from predecessor to learn. We had a task to connect with our users to the core and find the real problem within.

Section 1-2

First Iteration of the Design

Section 1-2

IDENTIFYING THE PROBLEM

We conducted group testing and individual interviews to understand what our users were doing and where they were having trouble.Depending on the data, it takes few seconds to write onto the NFC tag. Our users were not holding their U Money Bus Card steady, but instead, they were tapping, swiping, or brushing their cards looking for a response.

Section 1-3

PROBLEMS TO SOLVE

Failed
Transactions

50% of all the transactions were failing and the number needs to be improved

Where is the
NFC Reader?

As nfc payment was fairly new in mongolia. People are having hard time finding their nfc reader on their phone

What is NFC Payment?

Our customers were having hard time recharging their bus card, with multiple complaints daily.

SECTION 2-1

IMRPOVING UX WITH ANIMATIONS

Reading the NFC tag and displaying their card balance had no problem because reading data requires nothing but a brief contact.But the problem arises when they recharge it. The process follows this:

I came up with the idea to add a progress bar and presented it to the team. We ran the test with our users, and it was successful. It gave our users an expectation and reason to hold their U Money card still.Another idea was to add a loader. But, as we tested it, it had a negative reception, giving an impression that the app is unresponsive and lead to more problems.

Section 1-2

Final Design Animated

Section 1-2

EDUCATING THE USERS

WHAT IS NFC?

Reading the NFC tag and displaying their card balance had no problem because reading data requires nothing but a brief contact.But the problem arises when they recharge it. The process follows this:

WHERE IS MY NFC LOCATED?

Reading the NFC tag and displaying their card balance had no problem because reading data requires nothing but a brief contact.But the problem arises when they recharge it. The process follows this:

SECTION 2-2

OUTCOME & CONCLUSION

THOUGHTS ON THE PROJECT

I cherish this project in my heart as a best project I have worked on, even through initial reactions and feedbacks were negative and it made me question everything. I bounced back, went deep into the problem and provided the best solution I could come up with.