My name is Chloe Temenu
Design for complex markets
Create systems for scalability
Different styles of collaboration
Reviving the beauty
of a payment
ecosystem.
Enabling financial inclusion within the Nigerian market
About Eyowo
01
The situation
02
Stating the problem
03
The landscape
04
Design Process
05
Validation and impact
06
Value
$ 4.9 billion
500k users
The Origin Story
Since 2016 Eyowo had established itself as a leading name in digital wallet and peer to peer payments.
About Eyowo
Expedition through competition
As is prevalent within a disruptive space, we saw a rise in strong competitors leading to a decline in usage.
About Eyowo
Strategy for growth
Build an all inclusive financial toolkit to address the bulk of payment needs for both individuals and businesses
Go with
Eyowo
Grow with
Eyowo
Eyowo Checkout
Eyowo
Business
Context
Overarching goals
Eyowo was ambitious and brave about its dedication to building trust with the customer base.
My role
I led the design of the payment gateway experience between October 2020 and June 2021 collaborating with engineers and a design lead on the project.
Process
A pathway to a great solution
Setting out with a framework helped me create a path towards success.
Discovery
Define
Develop
Deliver
Early Insights
To get started I explored the why with head of product and design lead. The payment gateway represented an important piece towards that vision.
The pyschology of buying
Becoming the gatekeepers for fulfilment
SELECTION
Reviews items in the cart
Adjusts no of tickets to 2
"Anticipating a great experience"
INITIATION
Clicks on "Buy ticket button"
Selects preferred payment channel
"I want to get this done asap"
PAYMENT
Enters card information
Recieves verification code
Types in verification to confirm payment
"So many numbers, Is this correct?"
COMPLETION
Checks email for confirmation
"I hope this goes through"
Customer Journey Map
Scenario: Anike needs to pay for concert tickets she wants to send money asap
Giving light to constraints
Businesses experience high levels of cart abandonment due to an irregular checkout experience.
An air of distrust
Many users did not trust the payment platforms with their card information
A complex process
Paying users felt overwhelmed by a 4-5 step process from shopping to purchase
Keeping things rooted
In reality customers are not spending that much time on a checkout platform
Time spent
User Frustration
UX audit
Although there was very little usage analytics available on the existing payment platform, it was important to look at the visual design elements to see what could be done differently.
V1 design of checkout experience
Identifying Opportunities
I discovered that there ways to improve on a in-out payment experience.
Deliverables
Creating a top of mind payment experience within
the Nigerian market
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Deliverables
Delivering consistency
We started to build out a pattern library that could scale
Deliverables
Delivering consistency
We started to build out a pattern library that could scale
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Show
Show
5399-3728-5748-3784
Card Number
Deliver
Fraud prevention
Users could quickly and easily verify their card information
Deliver
Increasing touchpoint efficacy
To improve the awareness users could sign in or create accounts directly through the checkout experience.
Deliver
Switching methods
I was also able to deliver an easy way for users to switch between payment methods
Deliver
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Wait times
I was also able to deliver an easy way for users to switch between payment methods
Deliver
Done
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Confirmation and error communication
Impact
Nominated for 2 tech awards
105k+ transactions per month
20k new users after relaunch
Reflecting on learnings from the process