Venmo Reboot Case Study


UX/UI Design
Case Study: Duong Nguyen
Animation: Jude Dacula
UX/UI: Our lovely collaboration





PRODUCT

Venmo is a smartphone app supporting online transactions and increaseing social networking. Venmo solves the issue of daily payment between people in the cashless and technology era. In term of user experience, Venmo did an excellent job of optimizing all the current needs in daily matter.
However, after we did few interviews and a survey, there are few major pain points that can be addressed further.


PAIN POINTS

To identify the pain points, we started the project with interviews and a survey. Different types of user were participated in our interviews. The scenario was scripted to test: “A group of friends goes to a restaurant. They enjoy the meal, and the bill was given to them. Server tells the group that they can’t split the bill. One person pays the check then everyone Venmo that person.”

After this stage, some standing out paint points are:  
  • Payment requires a lot of steps
  • The social feed is unnecessary
  • Transferring the user’s Venmo balance to bank account is difficult to find


RESEARCH


1. Company Background Research

“Venmo was first founded by two college students Andrew Kortina and IqramMagdon-Ismail from the University of Pennsylvania. Their first prototype of Venmo is via text messages. It later was bought by Braintree for $26.2 million, and was acquired by Paypal for $800 million in 2013. Their vision of Venmo is a digital wallet.”
2. Target Demographic

The biggest user demographic of Venmo is millennials because millennials more likely adapts mobile payment than other generations (80% smart phone owners are millennials). Venmo understands the spending habits of young generation. About July 2017, Venmo has near 10 million unique monthly users which comprised of 74% users under the age of 35.  The functional platform associated with social media appeals younger demographic as millennials the most.
 

3. User Journey Map

Early on this stage, Payment and Bank Transfer will be our focus. We did not try to solve the social feed because the social feed is surprisingly an attractive feature making Venmo distinct.


Paying someone

Transfer to bank account


4. Survey

We created a Google Form to research the users of Venmo which can be found on this link
Main Take-Aways
    • “Who are our users?” – Millennials 18-25
    • “How would you describe your friend group?” – College students
    • “What would you change?” - Make Venmo easier to manage and to use. Navigation is confusing.




SOLUTIONS 

From user testings and the survey, this is what came out as the potential solutions:

  • Payment: “Make two buttons in the homepage: pay and request. Clearly distinguish different text fields.”
  • Social Feed: “Find a happy medium for showing the feed and having easier access to functions on the homepage.”
  • Bank Transfer: “Make a dedicated button for this feature rather than just having the text.”


ARGUMENT

We realized our solution was more likely an interface re-designing. We questioned what we could do differently to make the transaction even faster and quicker. 




PROCESS


1. Brainstorming

The research process notably helped us brainstorm our goals and further directions. We got a solid idea and started sketching. During this phase, we decided to create an extension for the paying process and called it “QuickPay” - the QR code based function 

“QuickPay is the idea using QR Code to create the transaction right at the moment.”


When two users process a transaction in person at the moment, QuickPay will push the performance even faster than the traditional way. Person who pays simply presses QuickPay button, inputs amount, and scans instant QR code from another device whose receives money.


2. Visual Concept

The current interface design is overall flat and outdated. Since the main audience is millennials, we want to represent the youth culture. We took into consideration of many graphic trends and fads. Our new interface design will be fluid and minimal.
3. Prototypes

We developed the paper prototypes for users testing in order to discover system errors and to visualize the final interface design.






4. Hi-Fi Prototypes
Pain Point #1: Payment 
We arranged navigation after learning users flow. We shortened the ovarall performance and only kept the most important parts. We designed two separate buttons in the homepage that will drive most of the attentions. 
Pain Point #2: Social Feed
Social feed is significant for Venmo because it makes the brand different than its competitors along with increasing the human interaction and networking which Venmo values. We designed an adjustable view for social feed. 



Pain Point #3: Transfer to bank
We made a dedicated button right under user profile photo in the side menu. 



QuickPay: Our attempt was to make this process as fast as possible, so we minimized all the steps. We set an available time for a QR code for user security.
1. Start using Quickpay by simply pressing QuickPay button on main screen.
2. User chooses either “Pay” or “Receive” 
3. For payer, user inputs an amount, selects bank account if needed, then scans a code from receiver. For receiver, user will receive a QR code that only lasts in short time for payer to scan. 




User Interface:
While working on user experience aspect, we kept going back and forth to revise graphic user interface. We changed color palette, buttons, gradients, type, and layout that are friendly and suitable for millennials. 





Final Product


After the final testing on digital prototypes through InVision, we finalized style guidelines, tweaked all the little errors, and agreed on a final design. A short clip below is an introduction for our new Venmo and QuickPay. 

“Venmo’s QuickPay and the new navigation will give users the better experience.”





for full case study, click here



by Đại Dương (duongnguyen.creative@gmail.com)