Improving the experience of the Glover mobile application

UI/UX Design

Project Overview

Glover is a versatile gift card application offering an array of features, including airtime recharge, electric payment, data and internet subscription, airtime to cash conversion, perfect money, and e-ticket purchasing.

Problem Statement

Our Glover mobile app aims to serve as a comprehensive platform for gift card purchases, airtime and data recharge, and other transaction services. However, we observed a significant drop-off in customers during the KYC flow required for user activation, particularly due to the necessity of inputting their bank verification number (BVN). Additionally, our platform lacks certain features crucial for enhancing customer retention.

Hypothesis

We hypothesized that removing the requirement for KYC verification for certain services and offering alternative payment options would improve user activation and retention.

Based on both qualitative and quantitative data, we believe that removing the requirement for KYC verification to access certain services and offering alternative forms of payment will improve user activation and retention.

Design Process

Site Map Development: I spearheaded the development of the site map to streamline navigation and reduce barriers to accessing services.
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‍Wireframes and Prototypes: Created detailed wireframes and interactive prototypes. Conducted usability testing to gather user feedback and iterated on the designs based on insights.
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‍Feature Implementation: Introduced alternative payment methods and redesigned the user activation flow to make KYC optional for specific transactions.

Implementation and Results

User Feedback Rating: Improved the user feedback rating from 3.5 to 4.2 stars.
‍User Retention: Increased user retention by 10% through the introduction of alternative payment methods.
‍Revenue Impact: Boosted revenue by 15% due to higher user engagement and retention.

A more streamlined and user-friendly dashboard that prioritizes the needs and preferences of the users.

Brand exposure to inform customer about the distinct brands

An improved form-style to purchase gift card

Challenges and Learnings

One challenge was balancing security requirements with user convenience. We learned that providing clear communication about data privacy and security can alleviate user concerns.

Conclusion and Next Steps

The enhancements significantly improved user experience and retention. Plans include further refining the user journey based on ongoing feedback and exploring additional features to enhance user engagement.