Tools & Skills
Sketch, Zeplin, Task Flow, High-Fidelity Wireframe, Prototyping, Usability Testing within Agile Team
Company Background
GreenJinn is a free cashback app that helps grocery shoppers save money on weekly shop through weekly personalised coupons. Just shop, snap and save!
Problem Context
Receipt resubmission often occurs when user failed to upload a full image of receipt during coupon claim, or when the receipt is inconsistent with coupons selected.
Old User Flow
Problem Statement
The current process to resubmit receipt for rejected coupon claim is inefficient for both users and CS:
- Users have to wait at least 3-5 days before receiving first response from the CS team, the communication process is back-and-forth before users could resubmit their receipt.
- The procedure has been frequently complained as “exhausting” and has led to app retention failure.
- Enquiry regarding receipt resubmission has often result in CS ticket backlog buildup.
Design Process
Time Period: Aug 2021 (2 weeks)
Team Involved: 3 people including Project Manager, Developer and UX/ UI Designer (me)
Phase 1: User Research
To better understand user's steps and emotions throughout the journey of resubmiting their receipt, the task flow was mapped into a diagram.
User Journey
Together with the problem statement, a design objective was defined.
Design Objective:
To design an in-app feature that allow users to resubmit receipt for rejected cashback claims and is in line with current design system.
Target Audience
- Age bracket: 20-50+ years old
- Homemakers
- Trysumers
- Homemakers
- Trysumers
Phase 2: Conceptual Design
During ideation, low-fidelity wireframes were created using Miro to better illustrate potential journey for new in-app receipt resubmission.
A new user journey was created to clarify steps and emotions throughout interactions and ensure improvements in user experience
Phase 3: Detailed Design
High-fidelity wireframes were then created and prototyped to better represent the new journey and was shared to internal employees for evaluation.
Phase 4: Evaluation
Due to time and budget constraints, only several internal employees were recruited to perform usability testing. They were given the link to the prototype and were asked to complete task while thinking aloud. Feedback was gathered through observation and design iterations were made.
Design Impact
- Customer support enquiry reduced by up to 60%.
- Processing and approval efficiency for receipt resubmission improved from 3-5 days to 24 hours.
- Users showed satisfaction to the feature after launch.
Reflection
Outcome
- Temporary solution before full redesign in the future
Process
- Didn’t follow the conventional design thinking process due to time and budget constraint
- Evaluation was conducted with other employees rather than with target users.
Personal
- Collaborated effectively with the CEO and software engineer throughout the process
- After my internship as a Product Designer, I was offered a full-time position.
