Android & iOS | UI/UX Designer at Sniip
Sniip is a FinTech company that offers digital payment options where customers can scan a QR or BPAY code to pay their bill. All payment options and bills in one place. Tasks and duties delegated to me expanded the end to end product and customer experience. Starting with discovery and ending with testing and approval of development into production, relying heavily on stories and prototypes in between.
Mission
The mission was to enable mobile payments where they are currently difficult to make. At Sniip our
vision was to take the hassle out of paying bills and use innovative technology to transform paying
and managing bills into an experience of effortless efficiency.
Customer Journey Research
I worked solely on the one product for iOS and Android. To visual the customers journey I conducted
50 interviews to help understand what the journey of a bill would looked like. Starting at how they
received their bill, hat happens to that that time until payment? What do people do after they pay
the bill? And finally what support do they need in wait of the next bill. After conducting
interviews, and sending an questionnaire out to active users, here are some things we found:
Life juggler persona
we were able to distinguish a particular persona who would be our target demographic. We call this
persona a:
Mainly house owners, they make mental notes about when bills are due so are more susceptible to
missing payments. With a majority of volume and value of bills being paid manually, so they are
dedicating a time to engage with bill payment, meaning they would be more open to utilising a tool
to help facilitate this process will have the money in their account to cover bills.
Ideation
After the research phase (although that continues throughout) I made use of the classic pencil to paper methodology. There is nothing more satisfying than taking your scattered ideas and thoughts and doing a massive brain dump onto paper. Sometimes the direction I need to take is clear therefore I jump straight into workflows or sketch some basic ideas for the design. Other times I have to collate my thoughts and stew of the different elements of the problem. I ask a lot of internal questions to myself which in turn is usually blurted out to the closest developer to understand my constraints or possibilities.
Designs
Working in two week sprints meant the faster I could get a design out to show to the team the
better. Roughly mocking something up using our design system made it easy.
Every week I had the opportunity to showcase designs at any stage of the process to all members in
the team. I used these sessions for content writing, workshops, to present testing results, explore
the future vision of the app or show designs from it’s early stages to pixel perfect designs.
Usability testing
I have faciliated structured and also very loosely structured interviews with anyone who is willing to give me 10 minutes of their time. Friends, co-workers, professionals, Sniip users and family. Working for a small company made it difficult to organise more formally structured interviews, as I was working with the limited resources I had.
- Interviews stemmed from support desk. Customers emailing a complaint, turned into requests for further time to discuss the app
- Presented results back to stakeholders, displaying tasks and questions then the outcomes.
- Tesing conducted consisted of usability testing and think aloud walkthroughs.
