Pay iO have a revolutionary new way to allow consumers and merchants to trade online. Using Open Banking, their A2A process allows for safe, secure, and fast direct bank transfer payments for eCommerce merchants. They had put together a rough MVP and realised that, even though their concept was solid, their first draft didn't quite live up to the product quality they wanted.
Even after months of building, they still have big questions they needed to answer; 'Will consumers understand what A2A payments are?' 'Can merchants be integrate this payment provider easily enough?'
To make sure they didn't have a damp squib launch, we decided to run a Design Sprint to create some new concepts and validate them with users.
We worked together in a Design Sprint. The 5-day process focused on rapidly solving big problems and test new ideas with real users. But first we brought our two teams together into a workshop. Our team worked with Jon and Mandeep, founders of Pay iO, to align ourselves with the current frustrations in the product and also their vision for what they knew Pay iO could be.
On Day 1, we mapped out the ideal user journey, pinpointing challenges and pain-points along the way. Using all the information and research we had, we then hand-drew sketches to keep our ideas free and loose.
By the end of Day 2, we had created a storyboard of the full product. We built an interactive prototype on Day 3. We also looked at all the questions we needed to answer. Then we set out to figure them out during user testing.
After creating our prototype, we sat down 1:1 with a both eCommerce merchants and online consumers. We deliberately targeted a range of consumers to get a big picture of how people shopped online. Our aim was to find out how desirable Pay iO's 'Pay with Bank' feature was. How could we encourage users to use this payment provider over using their credit card or alternate providers.
We also had multiple assumptions about the payment flow. What we found was that most users enjoyed using a different payment provider. Once the concept had been explained, it was novel and unique. Paying directly from their banking app removed the need to search for their credit card information or enter details.
Following the Design Sprint, we worked with the team to build the payment platform.