Moneygram POC Mobile App & Lean UX
This is the Lean UX journey I went through during my proof of concept project for Moneygram's mobile app.
MoneyGram International, Inc. is an American money transfer company based in the United States. Often, non-citizens of the US utilize this service to send cash back to their friends and families outside of the country. This is a unique service where the sender nor the receiver are required to have a bank account. The main competitor is Western Union.
I was the sole designer on the MG Innovations team so I used this project as an opportunity to champion the Lean UX methodolgy within the Moneygram.
Because this was a proof of concept work, we had no real data or guidance in how this project should go. So I partnered up with my iOS developer and went to go talk to our users directly. We chatted with individuals that were using the kiosks and actively approached groups of our target audience to see if anyone used our services (or of our competitiors).
User Interviews Round 1
We started with very basic questions to get a foundational understanding of our user base:
Do you have a smartphone?
Do you use pre-paid mobile phone plans and how do you pay for it?
Would you use a staging application?
User Interviews Round 2
In the next round of interviews, we wanted to prod deeper into the relationship of mobile apps and trust. Some of the questions we asked are:
Which apps do you use the most?
Do you trust pre-installed apps more?
Do you trust apps for financial transactions?
Would you use a Moneygram app?
Do you prefer in-person or digital method of financial transactions?
We found that most users either didn't have smart phones or had android phones. They were not eager to utilize apps that recorded their personal information, as they feared they would somehow lose their money or identity. We also uncovered that pre-installed apps did not necessarily yield higher trust with the users.
"I would want the app to have the same security level as other bank apps"
" I wouldn't want to use the app because I would be afraid of losing my phone and losing all that information"
"I trust in-person transactions the most. Seeing the teller enter the information assures me"
Based on these interviews and findings, I came up with a few work flows and designs of the app. I put heavy emphasis on functions around money tracking and making repeat transactions easy.
(Note: this is very old work at this point and I struggled to find all the screens. Here are some that I manage to find)