UX RESEARCH
Human Centric Innovation for Global Payments
Project overview
Innolab by Cofidis is the company’s internal Innovation Agency, the team reached out with a complex challenge to solve. They wanted to help their teams remotely as they are spread across six different countries to get together and reimagine the future of digital payments, together. Each country and team has a unique local product with different services and experiences, the main goal during the project was to work together to create a unified, unique, and differentiated payment solution that will be launched in all six markets.
The proposal for this challenge was to tackle the Design Challenge using the classical Design Thinking double diamond approach and walk with the teams through several Human Centric methods and deliverables, so they could re-design the service together. For this project, Meraki Experience proposed all Methodologies, facilitated Workshops, Research Sessions, and created the necessary deliverables.
Goal
- MARKET & USER NEEDS. Understand E-wallet solutions within the local markets. Understand competitors and emergent E-wallet services, map user interaction and product features.
- PRODUCT. Investigate through qualitative and quantitative research methods the client’s needs, usage, and expectations for E-wallet solutions in each local market
- EXPERIENCE. Research findings allowed us to define and validate the offer as well. Define E-wallet service for the several usage scenarios, understand current e-wallet usage, and define the ideal scenario and journey of Cofidis’ new payment solution.
Project results
PHASE 1 – RESEARCH
- Preliminary Research, UX Benchmark & Feature Analysis
PHASE 2 – ANALYSIS
- Global Survey, Feature Prioritisation, 1-1 Interviews & Journey Mapping
PHASE 3 – IDEATION
- Global Survey II, Wireframes & Moderated User Testing
PHASE 4 – PROTOTYPE
- Prototyping, Unmoderated User Testing & Feedback Analysis
