Chloe Temenu
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Chloe Temenu
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About me
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Building a robust financial toolkit

Building a
 robust financial
toolkit

Redesigning Eyowo's payment gateway experience to support a wider
range of client payment needs.

My contribution

UI Design, Flow mapping, Design System Building

The Team

Design lead,

4 designers, PM, QA and engineering team.

Timeframe

Q2 2020

6 months

Context 🎯

In 2020, following three years of its initial launch as a financial wallet and payment option. Eyowo application experienced a decline in active users and more importantly, social impact and revenue. It was important to breathe new life into the brand and design.

In this project we attempt to tackle problems of usability and exclusion to achieve better expansion and provide a more inclusive approach to digital payment.

Context 🎯

In 2020, following three years of its initial launch as a financial wallet and payment option. Eyowo application experienced a decline in active users and more importantly, social impact and revenue. It was important to breathe new life into the brand and design.

In this project we attempt to tackle problems of usability and exclusion to achieve better expansion and provide a more inclusive approach to digital payment.

Context 🎯

In 2020, following three years of its initial launch as a financial wallet and payment option. Eyowo application experienced a decline in active users and more importantly, social impact and revenue. It was important to breathe new life into the brand and design.

In this project we attempt to tackle problems of usability and exclusion to achieve better expansion and provide a more inclusive approach to digital payment.

My role 💡

I joined the Eyowo team at the height of the pandemic as a junior-level product designer while the company was in the middle of a huge rebranding effort, being part of this team was exciting particularly because it was my first time being part of a fully established design team at a company with considerable design growth. In my role, I worked with a design lead, head of design, and project managers along with 4 other designers, while there I contributed cross-functionally to projects like;
- Eyowo payment link
- Eyowo website redesign
- checkout web and mobile
- KYC app web design

Outcomes

Outcomes

90% increase in user satisfaction

The new design provided users with a renewed sense of what it means to bank and save with Eyowo.

90% increase in user satisfaction

The new design provided users with a renewed sense of what it means to bank and save with Eyowo.

90% increase in user satisfaction

The new design provided users with a renewed sense of what it means to bank and save with Eyowo.

15% increase in active users:

The redesign led to a boost in sales efficiency for our onboarded business owners.

15% increase in active users:

The redesign led to a boost in sales efficiency for our onboarded business owners.

15% increase in active users:

The redesign led to a boost in sales efficiency for our onboarded business owners.

100% relaunch success:

With the new design I was able to improve our visual design UI elements, integrating new brand guidelines resulting in a successful Day of X relaunch of the all products within the Eyowo financial solutions ecosystem.

100% relaunch success:

With the new design I was able to improve our visual design UI elements, integrating new brand guidelines resulting in a successful Day of X relaunch of the all products within the Eyowo financial solutions ecosystem.

100% relaunch success:

With the new design I was able to improve our visual design UI elements, integrating new brand guidelines resulting in a successful Day of X relaunch of the all products within the Eyowo financial solutions ecosystem.

Awards and recognition:

The new Eyowo design was so impactful and visually stunning that it got us 2 fintech award nominations.

Awards and recognition:

The new Eyowo design was so impactful and visually stunning that it got us 2 fintech award nominations.

Awards and recognition:

The new Eyowo design was so impactful and visually stunning that it got us 2 fintech award nominations.

My role 💡

I joined the Eyowo team at the height of the pandemic as a junior-level product designer while the company was in the middle of a huge rebranding effort, being part of this team was exciting particularly because it was my first time being part of a fully established design team at a company with considerable design growth. In my role, I worked with a design lead, head of design, and project managers along with 4 other designers, while there I contributed cross-functionally to projects like the Eyowo payment link, Eyowo website redesign, checkout web and mobile, and KYC app web design.

Understanding the challenge

The Eyowo application had not been updated since its first launch in 2017 in that time many other competitor brands established their presence within the fin-tech industry. This meant that Eyowo was starting to fall behind in terms of social attention and user-sign ups, it was therefore not only good but also necessary to rethink our approach to the market.

The big problem

Banking on your phone number was incredible for usr users but how could we set our ourselves as the banking app that leaves no one behind?

Version 1 of the Eyowo payment app

Rebuilding trust in digital banking

The strategy towards regaining a renewed sense of loyalty was through getting people to trust us as a bank. The general consensus is that banking sector as an institution does not elicit feelings of safety or trust.
Performing a competitive analysis with a focus on speed of payment and error handling showed that competitors such as Flutterwave, Paystack and Stripe made use of a homogenous UI designs and task flows which were heavily centered around regulatory compliance (card, bank transfer and USSD) and brand alignment.

The most significant variations were found in micro-interactions like error and loading states, and brand inspired copywriting .

Payment checkout as a make or break step

According to Baymand Institute 85% per cent of online shoppers are known to abandon shopping carts due to security concerns, unnecessary steps, ambiguous charges and unresponsive payment processing.

According to Baymand Institute 85% per cent of online shoppers are known to abandon shopping carts due to security concerns, unnecessary steps, ambiguous charges and unresponsive payment processing.

According to Baymand Institute 85% per cent of online shoppers are known to abandon shopping carts due to security concerns, unnecessary steps, ambiguous charges and unresponsive payment processing.

Research approach

Conducted an audit of action points, copywriting assessing communication clarity and hierachy of information

Conducted desk research analysis of inspiring websites within the open-source webhooks monitoring tool space.

In designing our platform, my primary goal was to enable smooth operations for our customers. Extra emphasis was given on improving mobile user engagement, considering the majority of our calls-to-action fall within this realm.

Insights Summary

Insights Summary

Frustration with expense management:

8 in 10 participants expressed pain points around being forced to use many apps at a time in order to track spending, this process required more effort and increased the amount of cognitive load. Forcing users to abandon the idea of effectively tracking their spending.

Frustration with expense management:

8 in 10 participants expressed pain points around being forced to use many apps at a time in order to track spending, this process required more effort and increased the amount of cognitive load. Forcing users to abandon the idea of effectively tracking their spending.

Frustration with expense management:

8 in 10 participants expressed pain points around being forced to use many apps at a time in order to track spending, this process required more effort and increased the amount of cognitive load. Forcing users to abandon the idea of effectively tracking their spending.

Lack of visibility

A few participants expressed the need for better awareness on where and how most of their money is being spent.

Lack of visibility

A few participants expressed the need for better awareness on where and how most of their money is being spent.

Lack of visibility

A few participants expressed the need for better awareness on where and how most of their money is being spent.

Lack of autonomy:

Participants did not feel a sense of control over their finances. 80% of survey respondents expressed they were more passive than active about financial goals.

Lack of autonomy:

Participants did not feel a sense of control over their finances. 80% of survey respondents expressed they were more passive than active about financial goals.

Lack of autonomy:

Participants did not feel a sense of control over their finances. 80% of survey respondents expressed they were more passive than active about financial goals.

Prioritising both people and profit

Although not a place where people spend a lot of time, payment channels are used frequently.

Although not a place where people spend a lot of time, payment channels are used frequently.

While a great payment experience is not often top of mind for users, successful brands can attract and retain customers by embodying strong values while delivering a solid user experience. Success on this project involved optimizing the marketing potential of our checkout touchpoint as a marketing leading users to our growing financial product ecosystem through the checkout touchpoint.

Rebuilding Eyowo

(Be Human Always)- creating a standout solution

One of the major goals focused on infusing a sense of life and vibrancy across all products. At the initial stages of the redesign process, the design team worked together to define a new visual design language for all design updates. As a team this was an opportunity to build our pattern library in harmony with our strong brand ethos.

Major Flows

Designing a finiancial ecosystem to meet all the needs of a diverse group of people is not the easiest thing to achieve. In the initial stages of mapping out the end-to-end flow we needed to take major consideration for security, compliance and discoverability of new features for new and existing users. My main focus was on best usability practices for the KYC onboarding, Create Savings, Payment Link and Growth Insights
Designing a finiancial ecosystem to meet all the needs of a diverse group of people is not the easiest thing to achieve. In the initial stages of mapping out the end-to-end flow we needed to take major consideration for security, compliance and discoverability of new features for new and existing users. My main focus was on best usability practices for the KYC onboarding, Create Savings, Payment Link and Growth Insights

Screenshots from research insights

  1. Reporting and Insights

  1. Payment Link

  1. KYC Verification

  1. Grow. with Eyowo: Controls

Takeaways and Reflection on this project

Better Scoping

Constrain the challenge space, broaden the solution space — Stanford d.school

While working on this project , due to time constraints I went into the design and research phase a little too early. In the future it would be best to spend more time looking more deeply through all available user tasks and consider the end to end interaction across all major touchpoints. Good design scoping is the key to synthesizing creative solutions.

Better Scoping

Constrain the challenge space, broaden the solution space — Stanford d.school

While working on this project , due to time constraints I went into the design and research phase a little too early. In the future it would be best to spend more time looking more deeply through all available user tasks and consider the end to end interaction across all major touchpoints. Good design scoping is the key to synthesizing creative solutions.

Effectively tracking change

To keep track of the real-world impact of design solutions in customer behaviour as much as possible design needs to work hand-in-hand with team members who are talking to customers on a day-to-day basis.

Effectively tracking change

To keep track of the real-world impact of design solutions in customer behaviour as much as possible design needs to work hand-in-hand with team members who are talking to customers on a day-to-day basis.

Logistics case study

Redesigning Faru for better adoption.

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Designed by Chloe Temenu ⚡️💛👩🏾‍💻 . © 2024.

Let's work on your next project.

Schedule a call with me

LinkedIn

Email Address

Dribbble

Designed by Chloe Temenu ⚡️💛👩🏾‍💻 . © 2024.