Designing a Gentle Nudge:
PayFit's Feedback Box Enhancing Sign-Ups
StreamLine is a popular mobile banking app that enables users to manage their accounts, track expenses, and make transactions. The app, however, was facing usability issues that led to a decline in user satisfaction and engagement. Our goal was to redesign the app, improving its UX/UI to provide a seamless, intuitive, and enjoyable experience for users, ultimately increasing user retention and satisfaction.
Senior Product Designer
Product Growth
2022—2023
Challenge
While PayFit's sales-less sign-up process was functioning well, it became clear that some form of communication was still necessary. Prospects often had lingering questions or doubts post-sign-up, which, if unaddressed, could impact their onboarding experience. The challenge was to establish a method of communication that was efficient, yet personalized, making the clients feel heard and understood.
Results
In designing the Feedback Box, we aimed to sprinkle a dash of delight into every interaction, ensuring that each user's experience is not just functional, but also joyfully engaging.
Our design philosophy was all about creating those little moments of happiness and surprise, turning a simple feedback process into a delightful part of the user's journey. 🌟💬
35%
Improved onboarding process
84%
Users satisfaction when transferred to an SDR
Process
Research & Analysis: We used the research to audit, benchmark and brainstorm. This was one of the main features that the team decided on prioritizing.
Wireframing & Prototyping: We designed low-fidelity wireframes to visualize the new layout and navigation, iteratively refining them based on user feedback. Afterward, we built a high-fidelity, interactive prototype to test the design.
Usability Testing: We conducted usability tests with a diverse group of users to validate the design and identify areas for improvement. Based on the feedback, we made necessary adjustments to the design.
“ The thing with this last step Product Growth added is that we instantly know what the user that has just been transferred to us needs, they don't really feel disconnected anymore”
Sergi G.
SDR, PayFit
Conclusion
The Feedback Box initiative at PayFit illustrates the effectiveness of incorporating a communication tool in a sales-less environment.
It not only made the onboarding process more efficient but also significantly enhanced client satisfaction by offering a personalized and attentive experience, proving to be a vital component in optimizing our sales-less sign-up strategy.
