UX DESIGN / USER JOURNEYS / DATA DRIVEN Marked as Paid
Job to be done: I want my invoice to be shown as handled in the bank app when I’ve to paid elsewhere.
Thank you, data.
We stumbled upon a problem. Looking at our data we realized that most of our users actually don’t pay their invoices from a Resurs plattform. Our users were more likely to pay from KIVRA. Since this was the behaviour of a larger percentage of our users we needed to grasp what the journey entailed.
I started putting two and two together by mapping the various stages of the user journey. Pinpointing where our biggest pains where and where our opportunities lied. Quickly realizing that we had a huge gap to fill.
“You can gain a lot by not stopping at “We can’t do that” but investigate it yourself to learn that “we could potentially do that”. ”
Lets do some digging.
Our systems couldn’t accept a payment from outside the bank to tell the invoice in our systems that it has been handled. For the user even though they had paid their debt from KIVRA (or other exciting banking options), when logging on to our platform the debt would still be “unpaid”. To throw more oil on the fire we reached out to customer service asking if they could give an estimate of how many calls they were getting regarding this issue. A lot.
I gathered a meeting with backend, frontend and UX to join forces to understand how we could solve this problem. And to understand the problem we needed to fully grasp what our systems could and could not do. Turns out no team knows everything and after talking to several different employees across the company we learned quite a bit. One learning that I will take with me from this first part of the project is not trust everything you here. You can gain a lot by not stopping at “We can’t do that” but investigate it yourself to learn that “we could potentially do that”.
Final score
Learning so much together, backend, frontend and UX could start working simultaneously on the project. I drew the journey of how we wanted the experience to be and sketched out the more detailed frames. Back- and frontend had a pretty good idea of how the design were going to look before I was finished with the nitty gritty, they could get a head start of catching the endpoints they needed to make this work.