Signing Up for the New Mándalo* Debit Card
*Name changed for company's discretion
Creating an easier debit card on boarding process for Mándalo Users
IF YOU ONLY HAVE 10 SECONDS...
I worked on a team of 4 where I was in charge of redesigning the onboarding and editing process for Mándalo's new debit card feature. I created surveys, conducted interviews, and made high fidelity prototypes.
IF YOU HAVE SOME MORE TIME...
Mándalo, a Chicago-based startup, is an international money transferring service that allows users to send money abroad to family, friends, and employees. Their goal is to give everyone the power to manage their money effortlessly, starting with those who need it the most.
They recently launched a debit card banking product and wanted to better learn how users were reacting to the product and identify opportunities for improvement to increase the number of users who fund their accounts
Interviewed current card holders, waitlist users and general Mándalo users
Conducted contextual inquires
Created a journey map
Synthesized with affinity maps
Created on boarding wireframes
Conducted usability testing
3 week client project
"I was confused about the benefits when I ordered the card and now I cant make edits to my address to receive it."
After interviewing users from 3 buckets (Mándalo users, Mándalo card holders, Mándalo waitlist card users), we noticed a common trend of people being confused about the benefits of using this debit card over others, and they couldn't seem to make edits on their account.
Creating an affinity map based on users answers showed us how the current sign-up process made them feel and what could be added to make it better.
An affinity map was completed that gathered common themes in interviewee replies. Taking a closer look at 2 themes, people wanted to be able to update personal information and wanted a way to understand what the card does.
Feature Prioritization Matrix
After speaking to the stakeholders and Mándalo users, we came up with a feature prioritization matrix. This is based on what the users would like to see, and what the company would be able to do, time and expense wise. We tried to complete most of the high impact, low effort/expense, these benefits are most likely to be executed and favor the users.
I want to be able to update my personal info
It doesn't allow us to edit the address
Applied for the card but has a problem when changing the address
sign up was easy until you need to make changes
Asked us to update his number
I don't understand the value of having this debit card
Confused about the added value of a debit card
Card has not added substantial value
Has not funded because has been lazy
Used it in the beginning and stopped because ran out of money
We created a before and after journey map to see the positives and negatives of the whole process for the users. We came to the conclusion that the on boarding process could use better practices such as making it concise and adding a progress meter.
Emphasis on the variety of identifications you can use
A bar to encourage you to scroll down and read about the features
Clears up the confusion on what "get paid 2 days earlier" means
Added a progress bar for better practice
Combined pages to make the process more concise
Created a "review" page
Go above and beyond
If given the time to continue this project for my client, I would first put aside more time to interview more users. This would help me find pain points in the on boarding process for users. I would also continue to add features that were higher in my priority list and going on to conduct usability testing to see if they're beneficial or not.