Users perception and experience of using payment apps

Phase I - User Research

1. Problem statement

Our study aims to understand users' perceptions and experiences regarding payment apps. We seek to identify challenges users face, gauge satisfaction levels, and pinpoint areas for improvement in existing e-banking platforms. Additionally, we aim to investigate users' preferences for online transactions, their app usage patterns, preferred features, types of businesses they engage with using these apps, and the problems they encounter while using them.

2. Methodology

Designed questions -> Data collection -> Interpretation of the data and analysis

We designed a set of questions to evaluate user experience with e-banking apps, covering both qualitative and quantitative aspects. We collected data through a Google Form survey and user interviews to gather insights on app usability, satisfaction levels, and specific user preferences. Combining these methods enabled us to analyze both quantitative data, like app preferences, and qualitative data, such as user opinions and experiences, providing valuable insights into areas for improvement in e-banking apps.

3. Experiment / Study conducted

The experiment used both qualitative and quantitative methods to understand how people use e-banking apps and websites.

i. Google form survey:

• Created to gather quantitative data
• Structured questions on user satisfaction, ease of use, feature preferences, and security concerns.
• Enabled statistical analysis and complemented qualitative findings from interviews.

ii. User Interviews:

• Semi-structured interviews with 20 participants.
• Conducted in person or remotely.
• Provided qualitative insights into user experiences and preferences.
• Offered specific feedback on e-banking apps.
• Enhanced understanding beyond quantitative data alone.

4. Findings

Please refer to the attached user research report for detailed findings.

5. Conclusion

The study on e-banking apps conducted through Google Form surveys and user interviews reveals that the majority of participants, especially students, use these platforms daily for tasks like bill payments and money transfers due to their convenience and security. While users generally find e-banking apps easy to navigate, technical issues such as transaction delays pose challenges, particularly with Google Pay. However, most users express satisfaction with the security measures implemented. Younger users are more engaged with rewards/offers, while privacy concerns exist, primarily due to incidents like Paytm wallet closures. Improvement suggestions include simpler interfaces and better customer support. Overall, the study underscores the increasing significance of e-banking apps in the digital landscape and emphasizes the importance of continuous enhancement to meet user expectations effectively

Phase II - Prototype

Based on our conducted user research and findings, we initially developed a paper prototype. Subsequently, we transitioned to creating a Figma prototype.

We retained familiar elements from Google Pay to ensure ease of use for our users. Additionally, we made modifications to certain UI aspects and introduced new features based on the feedback gathered from our research. The prototype aims to address identified user preferences and enhance overall user experience with e-banking apps.

Indefied Problem:

• Complexity of Interface: too much buttons and options on the main screen leading to confusion and frustration among the users
• Accessability: difficulties in accessing some important and commonly used features

Proposed Solution:

Paper Prototype -> Figma Prototype

• Simple User interface
• Easy navigation for frequently used features
• Added some more features which can make user experience better

Please find our Figma prototype here.

Additionally, you can watch a 5-minute video explaining the prototype in the attached "prototype.mp4" file.

Team Members:

• Het Patel (Me)
• Param Patel
• Ashish Parmar
• Jyot Patel