Executive Summary
I conducted extensive research to understand the digital wallet landscape and led a shift from a virtual card to a digital wallet. Through comparative analysis, brainstorming, wireframing, and prototyping, I defined user needs and created an MVP. My focus on secure transactions and user-centered design resulted in a product that bridges the empathy gap in digital experiences.
Step 1: Comparative market research
I began the project by conducting comparative market research to gain a deeper understanding of the digital wallet landscape, identify areas for improvement, and learn from competitors. Through this research, I defined the target audience and feature requirements for the pilot. One key finding was the need to evolve the app's mental model from a credit card app to a complete digital wallet, which would offer benefits such as simplified payment processes, extended payment functionality, unlimited periods of use, and convenient online work.
Step 2: Conceptual research
Next, I conducted conceptual research through brainstorming sessions and user interviews to explore different ideas for the digital wallet. Comparing my findings with the white paper on mobile wallet payment published by the European Payments Council and their detailed day-to-day usage of a digital wallet, I deducted use cases and general feature requests. The research findings helped me create a product vision and a list of prioritized features for the pilot.
Step 3: Wireframing
Once the research was completed, I created wireframes to visualize the layout and structure of the app. It was an iterative process where multiple design options were created and refined until a final design was chosen. The wireframes were simple and focused on users' needs, with minimal distractions.
Step 4: Prototyping
The prototypes allowed users to experience the app's flow and provide valuable feedback, which was used to make necessary adjustments to the app's design. The goal was to create a pilot demonstrating the app's main capabilities, look and feel, and UX methods for processing payments and contributions. To enhance the white-label offer, I proposed using templates, offering flexibility to B2B customers. Prototype (wireframes)
Step 5: Whitelabel
Step 5.1: Demo design
As a product designer, I approached the project's next step with an iterative mindset. After wireframing and prototyping, I designed a pilot to showcase the app's capabilities and user experience to stakeholders. The pilot included all the necessary features and a one-stop screen to help users access all the important information they needed and avoid distractions.
In creating the pilot, I aimed to demonstrate the app's main capabilities, the look and feel flexibility, and the UX methods of processing payments and contributions. The digital wallet features were carefully considered to support secure mobile payments, the ability to select the desired currency, and the possibility of convenient fund flow.
Step 5.2: Pilot structure and guiding principles
Throughout the design process, I aimed to humanize transactions and bridge the empathy gap in digital experiences, as I believe that clear, easy-to-understand explanations of each step help put customers at ease and establish trust with the brand. It clearly communicates to customers what happens during a transaction, how long it takes, and, importantly, points out that the action cannot be reversed.
To sum it up
I began the project with research that led to a paradigm shift from a virtual card to a complete digital wallet. I shaped the design process and featured through comparative analysis, wireframing, prototyping, and a user-centered approach. The project culminated in an MVP, a comprehensive virtual wallet that emphasizes simplicity, secure transactions, and clear communication, reflecting the target audience's needs.
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