Case study: Blik

Mobile
payments
made easy

Summary

BLIK is a payment method for Polish customers. Created by Polski Standard Płatności (Polish Payment Standard – PPS), it allows users to pay for their shopping, both online and offline, with the use of a 6-digit code they can find in their banking app.

Sector

Payments

Our role

Usability Testing
Qualitative Testing
Ethnographic Research
Co-creation
Conceptual Workshops
UX Design
UI Design

Challenge

How to make the payment process seamless?

Our main challenge was adjusting the interface (both web and mobile) to an already existing service. In order to do that we performed extensive research with users, both in our lab and in users’ homes. We also wanted to evaluate how BLIK compares to other quick payment methods.

Our approach

I

Diagnosis & Research

Description

We listened to the voice of customers regarding BLIK’s interface.
We examined strengths and limitations of the existing user interface.

Tasks

Usability testing of the existing eBLIK platform with the use of an eye tracker.
Ethnographic research with users performed in their home gathering insights about possible improvements to the interface.

II

Co creation

Description

We gathered all stakeholders in a workshop where we presented the results of usability testing and established the direction which we wanted to pursue with the new design of user interface.

Tasks

Presenting research results
Gathering insights from stakeholders
Discussing the direction of potential redesign
Co-creation

III

UX Design

Description

A good prototype is a synthesis of business and user needs. The knowledge we gathered so far helped us design two variants of the new eBLIK system for both desktop and mobile devices.

Tasks

Designing two prototypes of eBLIK.pl – both desktop and mobile versions of the website.
Taking into consideration the insights from both research and workshops.

IV

Usability tests

Description

We used eye tracking to evaluate which of the two proposed designs is more usable and effective.

Tasks

Performing tests on two new prototypes
Eye tracking as a complementary research technique
A variety of additional metrics

V

Final result

Description

We delivered a detailed report from usability testing along with the final design for the new website, both mobile and desktop versions.

Tasks

Result

How to make the payment process seamless?

The final result was a website design adjusted for both, desktop and mobile. Extensive research at the very beginning of the project made it possible to design something both usable and useful.