Orokii is an international money transfer app that enables users to transfer money, pay bills, and send messages, in a centralized experience connecting with people around the world.
I worked in the Visual Design department, responsible for finding existing design problems and redesigning, turning Orokii into a user-friendly App under the condition of retaining existing functions. By doing user research and prototyping, I iterate Orokii design to better serves users.
Duration
Sept 2020 – Present
My role
UI/UX Designer
My work
Redesign the mobile app
Create a product website
Orokii now has big issue about usability.
Although Orokii has diverse functions and a secure system, Orokii has to force users to fill in and read huge amounts of information and policies. And because of the many functions of Orokii, users have to complete cumbersome steps to complete the goal. And this is just one of many problems.
Now in order to enhance the user experience of Orokii, I first need to overcome the following challenges.
Original interface display
Redesigning whole Orokii App
As a user experience designer of the company, I need to keep the core functions and requirements while making the originally complicated interface simple. This means that I need to redeign whole Orokii app.
In order to redesign Orokii, I have to find the problem first, and then fully understand the cause of the problem. Then find a solution to the problem, and finally present it to the user through continuous user research and iteration.
Planning the research and redesign
Understanding users and company needs
Interviews
In two weeks, I organized 4 Zoom meetings. I had a tripartite Zoom meeting with different company departments and different user groups.
During the interview, I recorded the company’s expectations and functional requirements for Orokii, and I also got many complaints from users’ feedback. Here are some of the pain points I found through the interview.
Online Survey
And I also designed a Online Survey to better understand what users need for a practical transfer payment App. In one week, I received 87 feedbacks from users of all ages and different fields.
I found that most users hope that the step of the Orokii can be less complicated, and look forward to completing complex purposes by a few simple steps. Users of any age think the interface can better help users get the information they need. Young users think that Orokii’s design is not fashionable enough, and older users think that it is difficult to find important information on each page of Orokii. Due to too much important information, I decided to use affinity maps to understand and analyze those information.
I found 3 major themes from the results of our interviews:
Competitive Analysis
In order to better understand how payment apps satisfy users, I analyzed different competing apps that provide transfer payment services. I made a competitive analysis of Venmo, BofA and Alipay apps to understand the needs of users.
I didn’t pay attention to the functional and technical aspects of the platform, but looked at what methods they used to solve complex information, and what they presented to users on the homepage. In addition to these three platforms, I have evaluated their users in the App Store. Through brainstorming, I concluded how I would redesign Orokii.
Coming up with viable solutions
After online surveys and several interviews, the needs of users and the company have been assessed. I aim to enhance the usability of Orokii, improve the core function, and increase the aesthetics of Orokii.
The results of these methods were analyzed in several meetings, I decided to make wireframes sketch, and brainstorming methods were considered to produce unique designs.
Wireframes Sketch
By designing sketches and organizing information, I made a plan for the next redesign.
Core Redesign 1: Information Architecture
I need to think about structuring and presenting content to users, so I need to re-understand user context, explain how users extract meaning, and then effectively structure and deliver content in a way that is relevant to users’ needs. For this, I redesigned the information architecture of the website.
The advantage of this is that I can delete a lot of duplicate information in the homepage, and classify the first-level information and the second-level information. In this way, I can ensure that the first-level information can be noticed by the user first, and the second-level information is next.
After architecting the information, I need to consider how to pack a bunch of details into the page where it is supposed to be without making users feel uncomfortable.
Core Redesign 2: Page Layout
Orokii will give users pressure with cumbersome steps and mislead users with strange placement. In order to solve this problem, I understand that reduce necessary information and overlook the company strategy will be wrong. So I decided to use a simple card design to store complex information and make the single-layer mobile page into multilayer mobile page.
Before
With huge blanks and information stacked on one page, users will feel very pressured to complete it. The navigation bar repeatedly displays the core functions that are already on the homepage. The ‘invite friend’ in the navigation bar makes the app look eager to profit from users.
After
Reduce the amount of information on a page, and help users distinguish information categories through three-dimensional scrolling. The use of card design distinguishes the part represented by each message, and unifies the main theme colour, making Orokii look more reliable and user-friendly.
Core Redesign 3: Progress Bar
After solving the first core problem, the feedback from users has been much more positive than before. However, there are still many users think the steps are too complicated and sometimes forget which step they are at.
So I tried the registration page and payment page that users complained several times. I quickly discovered problems.
Brainstorm: It is easy to confuse users if they are not guided. And when I was actually communicating with users, many users wanted to fix the error they was made, but couldn’t remember in which step the error made. So I concluded a solution: use the progress bar to guide users.
Text Progress Bar
Using a slogan that contains the main purpose as a progress bar, users can not only know the main purpose but also their own progress. More importantly, registration is a tedious process. By watching the remaining progress, users will be more motivated to complete the remaining steps.
Pattern progress bar
With the combination of graphics and step sections, users can more visually understand which step they are in. When users want to change information across sections, they can jump to this section by clicking the corresponding step in the progress bar.
Function Experience Redesign 4: Bills Pay
After the improvement of the two core functions, the user experience feedback has become even better than before. But with the analysis of more users’ usage and feedback, Bill Pay has become the most complained feature of users.
User complaints and company needs
Okay, so based on so many complaints, I have summarized the following core issues that we need to modify:
Information Architecture Redesign
This time I also did a redesign of the information architecture. The difference is that this time I can freely change the priority of information and the order of functions. So I need first to design an information architecture that users are satisfied. In this way, I can improve the user experience of Bill Pay while ensuring the correct user flow.
Solution Time:
