TRADERS' ROOM
Community group refill shopping delivery that comes with reusable, returnable packaging
Industry
Finance & trading
Role
UX/UI Designer
Project type
Work
Concept statement
Improve the transparency of the withdrawal process for traders to provide a trustworthy and reassuring experience that overcomes anxieties about fund status, actual receiving amount, and payment methods.
EVAULUATING THE CURRENT STATE
Withdrawal page before revamp
Daily conversations with sales/clients
Untangling the payment process and APIs with payment, dev and ops teams
PROBLEMS
01
Users feel anxious due to lack of transparency of the withdrawal status
02
When user add a payment method, they are directed out of the withdrawal flow. The interruption could increase dropout rate and progress loss
03
Users are confused about the amount they will receive after currency exchange since no estimation is given.
04
Users have no clues about the backend payment rules which results in surprise and confusion about final payout method
IDEATION & SOLUTION
Ideation kicked start with framing the problem-solution with How Might We. Further explore possibilities with 'what-ifs' and few rounds of iteration by running through the stakeholders including ops and payment team, we come up with the improved version of withdrawal feature.
Dynamic page based on withdrawal activity​​
When there’s ongoing withdrawal, show the records and statuses, including payment method and estimated arrival time.
When there’s no ongoing withdrawal, the place withdrawal UI will be shown instead
Outcome
Reduced anxiety and increased confidence as user can track their withdrawal status in real time, knowing exactly how much, when and how they will receive their funds.
Explanation in withdrawal refund logic and confirmation page
Notes and messages are added to inform user how the withdrawal will be paid. Provide a confirmation page to summarise how much in local currency, and in what payment category or method will they receive their funds.
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Reminders and message of how withdrawal method will be assigned
Confirmation page
Outcome
Provide clarity for payment methods and actual amount when user requesting a withdrawal to minimizes disputes or misunderstandings. Hence, make users feel reassured and trust the company.
Integrate ‘add payment method flow’ to withdrawal flow
If we detect user has use a certain payment type for deposit but the payment method details is missing, an ‘add payment method’ step will be added to the withdrawal flow, which will then be saved as a payment method under the user.
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Outcome
Keep user focused on the withdrawal task. Preserved withdrawal progress and prevent interruptions which lead to more successful transactions.
CHALLENGES
The most difficult part of the re-design process is to understand and list out all possible cases that could happen based on users' previous deposit methods, and the capability of the payment service providers.
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In theinitial design, we considered what payment category will be prioritised for withdrawing money based on users deposit method. Yet when we ran the prototype through frontline operation team, they pointed out some edge/unhappy cases they encountered before which we overlooked.
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As a result, we further take other factors such as amount limit and payment service provider operating hours into consideration during iteration
The case mapping became very helpful when we later hand-off to the developers and when the backend admin portal was re-designed to meet client portal requirements.
