Visa Europe
Visa Direct Payments is an app that lets you make personal payments via your mobile number. The app can also make payments to those that are not registered for the service.
The user journey consists of the recipient receiving an SMS, containing a link with a specific reference which directs them to a website allowing them to provide card details and a passcode to collect the payment.
The Vision was to 'Make Personal Payment Awesome' and reduce uncollected payments.
Role/Client
Head of Design & UX
Product
Paying People Easily
Year
2014-2015
What we did
New Cross Team Collaboration
We set up and worked as a mini team, 'a squad', as apposed to the existing design agency model set up. This was a new operating model for the wider digital team, integrating user research, a product owner and engineers.
Design Discovery & Strategy
Working alongside product and engineer leads I spearheaded our vision and strategy to transform this digital product. Internal Hackathon API’s on day 1, followed by a Public Hackathon on day 2, focusing on Discovery, User Journeys, prototyping, and delivering an MVP was the approach.
Removing Barriers
Optimised user journey for all users, with a balance between ease of use and the perception of security required around a payment transaction.
Outcome
Product & Business Wins:
Visa Direct influenced digital product development. The focus on the customer, accessibility and an inclusive user experience was showcased within Visa and its members (banks/partners), as a model to be applied to digital product development.
User journey developed and deployed to the site for NatWest & Royal Bank Ireland banks.
Non collection rate improvement from 14% to 6%.
The impact on reuse was positive but less dramatic and showed a steady increase.
