Case study: Masterpass

Quick mobile app payments made quicker

Summary

Masterpass is a quick way to pay online. We focused on the app used to provide this payment service.

Sector

Banking

Our role

Benchmarking
User Research
Workshops
UX Design
Content Design
Iterative Design
UI Design
Implementation Support

Challenge

How to simplify user flow so that quick payments really are quick?

In this project we focused on identifying pain points of the Masterpass app and on redesigning the app so that it’s more intuitive for the users. Our main focus was the users’ point of view and we addressed the issues in a series of iterative designs.

0

Payments made

0

Research participants

0

Months of testing

How we approached the challenge

I

Benchmarking

Description

At this stage of the process, we focused on analysing the competitors and their offers in order to kickstart the project and learn more about the specifics of the industry and our client.

Tasks

Benchmarking
Desk Research

II

Diagnosis

Description

We asked the customers to test out the current solutions and point to anything they considered counter-intuitive. We wanted to see which parts of the process made it impossible for the transactions to go through smoothly and seamlessly.

Tasks

Usability Testing
Quantitative Testing

III

Workshops

Description

We met with stakeholders in order to present the research results as well as work out possible solutions. We used a variety of facilitation techniques such as priority matrix in order to define the scope and complexity of the work we needed to do.

Tasks

Workshop Preparation
Facilitation

IV

Iterative UX Design

Description

Based on the result of both usability testing and the workshop, we started designing the new Masterpass App user interface. The insights from preliminary research has helped us deliver a solution which answers user needs.

Tasks

UX Design
Iterative Work

V

UX Research

Description

As we prepared the first version of the app, we needed to test it with users in order to verify whether our assumptions were correct. We ran usability tests in our lab, and presented the stakeholders with their results.

Tasks

Usability Testing
Presentation of Results

VI

UI Design

Description

The UX of the new app was tested and verified, so we could move on to graphic design. We focused on the main goals of this project and incorporated them into the process along with our client’s vision.

Tasks

Graphic Design

Result

Was the process easier and faster?

The users told us directly that the new, redesigned app was easier to use, the process became more seamless and as a result, they could achieve their goals faster.