Deliverable
Digital platform and traveler solution with map integration
Role in the Project
UX Researcher and Designer
Timeline
2 Weeks
Platforms and Resources Used
Figma, Adobe Suite, Rotato, Human Interface Guidelines, Material Design, and Figma Community Members
THE PROBLEM
World travelers face challenges at finding convenient currency exchange overseas. They normally have to search a number of platforms to compare and arrive to these locations which create unpleasant experiences and fear while navigating countries as a foreigner.
THE SOLUTION
Introducing EaseXchangE an app to help global travelers find the current exchange rates between currencies and the most convenient places to do these transactions. The app also provides accurate map and GPS information to track and give directions to users to arrive to their selected currency exchange location.
The Process
I started this process by doing peer research on other apps and platforms in the market. At the same time, I conducted interviews with different key stakeholders that fit the essential problem description. I was interested in understanding how real users experience the solutions that are in the market and how these solutions frame their work and the user experience.
Key Interview and Research Insights
No app in the market
Peer research did not show another app in the market that displays exchange rates and locations. Users need to search through Google and other specialized apps (ex. Wester Union) in order to find currency exchange locations.
Searching is challenging
Users mentioned that they need a system that will expedite their search with efficiency. They don't want to waste time they can be enjoying doing something else. They also mentioned the difficulty of having to use two hands while navigating apps at the same time they carry luggage or children.
Navigating maps overseas
Current maps apps show clear directions to users and have different filter options. This functionality and customization is something that users enjoy using and that makes them feel in control of their journey.
Different types of travelers
A key element of the research was to recognize that there are a number of travelers, from pleasure to short work layovers. At the same time, these users have different levels of comfort with financial literacy and the use of forms of pay. Some prefer exchange cash while others prefer do all their transactions by card
Research Insights Outcomes
The initial research process and set of insights allowed me to identify the following basic user needs that I wanted to address with app:
An app that can be operated with one hand and that can continue to be functional without internet connection.
A system that allow travelers to find convenient currency exchange rates and locations.
A direction system that is easy to use, filter, and understand.
Base on this information I created two main user personas:
Ignacio Ortega
ABOUT
Age: 40
Profession: College Professor - Health
Racial Background: Latino-American
Motivations
Ignacio travels overseas as part of his career. Multiple times, he must bring his 2 year old son on his trips. He needs to exchange money fast while he can take care of his son and work.
Pain Points
Ignacio needs to be able to handle his phone with one hand as he is always multitasking.
User Persona
Paper Wireframes
When analyzing and emphasizing with the user personas created and their user journeys is became evident that the "map" view of the user experience needed to become the homepage. As well as the idea that giving the user options created a senes of choice and control that was necessary to maintain.
Juana Francisco
ABOUT
Age: 35
Profession: Dancer and Educator
Nationality: Filipino-American
Motivations
Juana has family in different parts of the world which makes her travel overseas regularly. As an educator she travel to different countries to teach at least once per year. She likes to travel with cash and does not like to use the currency exchange at the airport.
Pain Points
Juana is not good at finding directions and gets lost pretty easily, which has bring delays and frustrations in the past.
User Persona
Digital Wireframes
Two elements drove the design of digital wireframes. The usability of the product and the ability to understand its functionality intuitively. To achieve this, the design kept all buttons and actions on the periphery of the device for a simpler one hand reach. I also wanted to make the currency exchange rate predominant in the user view.
Low-Fidelity Prototyping
During this phase it was important to identify the user flow and the potential pain points the user could experience. The initial digital wireframes were adjusted after a first usability study. A key user interaction element to refine was to allow the user choice as to which hand they prefer to use for most (or all) of their actions. This, thinking about the needs of the user persona and to make an app experience that is more inclusive of users with needs. This decision changed the position of buttons and some of the layout.
I conducted a usability study to refine the digital wireframes before moving into mockups.
Usability Studies'
Key Insights
Onboarding Process
Being an app in which there is no commonly known peer in the market, the interface needs an onboarding process for users to have a clear view of the functionality and interactions. Keeping this simple, highlighting only the features that are part of the main user journey, will train the user and keep them engage to explore app's secondary features.
Currency Methods
Users mentioned not always travel abroad carrying cash and that they would appreciate the inclusion of credit/debit card options. For this, the search options where updated and the inclusion of iconography to signal ATMs, and Banks were added.
Buttons and Icons Count
It seems apparent that users have challenges navigating the app after they have more than 4 options to choose from. For this, I decided to keep buttons and icons to a maximum of 4 per user decision.
Styling and Negative Space
Users point to the bulk feeling that the digital wireframes had "...it's very boxy and makes my phone feel smaller for some reason..." said one user during their interview process. When refining, the overall style of the menu was revisited during the first mockup creation which was much better received during the second round of usability studies.
Mockups
When creating the mockups I started with a color palette and a typography that connects with the idea of currency and travel. It was also important to focus on contrast and accessibility. Icons changed to find universality independently of the native language of the user and to highlight active pages. The spacing and negative space of the interface was refine to give the app a cleaner look.
High-Fidelity Prototyping
When creating the prototype, I focused on efficiency using components, styles, and overlays. My intention was to give the user the most realistic experience possible during the usability studies.
This final high-fidelity prototype includes all the information gather during interviews, studies, and test runs of the design; it keeps the user experience at the center of the decision making.
Accessibility considerations such as clear hierarchy, universality of iconography, and contrast considerations were made to enhance the final product. It was specially important for me that the user could operate the main user flow using only one hand (right hand on this example) to accommodate users with physical challenges.
Impact
Innovating and bar setting
Promoting local business
Helping travelers everywhere
Find Efficiently
Find ATM's, banks, currency exchange houses, and machines near you. Find their live currency exchange rates and pick the most convenient to your needs.
Location and Directions
Get live directions to get to your chosen currency exchange location with GPS guidance.
