BenefitPay Fawateer
Case Study
Introduction
The BenefitPay Fawateer mobile application is a comprehensive payment solution that allows users in Bahrain to pay bills, transfer funds, and make payments to merchants seamlessly and securely. It is a one-stop shop for managing finances and making everyday transactions convenient.
The aim of this project is to enhance both payer and payee (biller) experience.
The Process
1) Conduct user research
Once the project goal has been identified, it is important to conduct user research to better understand the users' needs and pain points. This can be done through interviews and usability testing.
2) Identify the target user
Who is the app for? In this case, the personas are a busy bill payer and a payee. It is important to understand the needs and pain points of the target user in order to design an app that is both useful and user-friendly.
3) Define the problem
What is the problem that the app is trying to solve? In this case, the problem is that the bill payer needs a way to quickly and easily pay their bills, and the payee needs a convenient way to issue the bills.
4) Design the app
Once the problem has been identified, it is time to start designing the app. This includes designing the user interface, user experience, and features of the app.
5) Test the app with users
Once the app has been sketched, it is tested with users to get feedback and improve it before it reaches a final solution.
6) Iterate
The iteration phase of the study case design process is where we identify and address the potential frustrations that users might experience while using the Fawateer Service.
Methods & Deliverables
User Research (interviews)
We interviewed two groups three subjects each. The first group for the payers and the second for the payees. Below showing key insights from the interviews.
Payers Group Research Insights:
Payees Group Research Insights:
The Personas
Mahesh Chopra
Needs
- Easier registration of biller services through mobile.
- Wants more automation.
- Wants better and more seamless integration of information.
- Wants customizable bill forms.
- Needs help and assistance from Benefit.
Pain
- Not happy with customer service since it has long and unnecessary manual process.
- Doesn’t know how to register online through website.
- Does not want to visit benefit physically to register.
- Cannot change field label or input field position, he must go through the entire registration process new one.
- Limited number of characters per field , customers cannot fill in more text if needed.
Opportunities
- Educate billers about Fawateer.
- Make onboarding process simple and easier.
- Make customizable forms with field name and type.
- Give user progress on forms after completion.
Problem
Mahesh needs a way to easily register for Fawateer as a biller within the Benefit application because it is time consuming to go physically and he has difficulty in registering for the Fawateer services using the website.
Solution
We believe that by giving the user intuitive and streamlined registrations for the billers ensuring a seamless onboarding experience on mobile, we will achieve a better onboarding process for billers.
Khadija Al Doseri
Needs
- Seeks a seamless and easy-to-use interface for inquiring and paying her bills digitally.
- Wants detailed information related to services and amounts.
- Wants to easily navigate and browse through different options and type of bills.
Pain
- Frustrated by time-consuming billing procedures in Fawateer.
- Dislikes crowded and clustered categories.
- Lacking information on the bills.
- Unaware of the bill amount when paying for children’s school fees, she would have to.
- Gets stressed when there’s lots of options and words in front of her.
Opportunities
- Use icons for clarity and enhanced communication.
- Clear description of services.
- View and pay from saved bills.
- Reduce steps and simplify the payment process with clear confirmation.
- Enhance search functionality by implementing filtering options based on different bills payments.
Problem
Khadija needs a flexible bill payment solution where she can inquire and pay her bills at the same time and have a better convenient management of bills and staying informed about app updates so that she can pay her EWA, charity and children’s fee.
Solution
We believe that by creating a user-friendly experience for Fawateer for Khadija, we can help users be more aware of using Fawateer services and simplify the billing payment process.
The Sketches
Iterations & Validations
The Findings
First Prototype
Second Prototype
We've added a search box to help find charity faster. It would be exhausting to scroll all the way down.
Users found that "Save Bill" button should be "Save" as bill is not appropriate for charity donation.
The inquired bill card is expandable but the icon does not reflect it's function. Expand button with "edit pen" replaced with "chevron" pointing downward.
Register as Biller is title changed to My Biller Forms to reflect the page function, and New Bill changed to Create New Bill. Pending tag is shown if the form is still under moderation.
Final Solution
After conducting the last usability test for the second prototype and incorporating feedback from the last test, we built the final solution, a high fidelity prototype, a user-friendly, Fawateer Service that helps payers and payees (billers) manage their bills anytime anywhere.
A screen shot of the final solution of a shop page.