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Before starting the design process, I found out that the feature we plan to introduce conflicts with our business goals.
We want to let users money stay in our app to increase their chance to spend more, having cash out at ATM feature will definitely damage this business goal. So I reach out to PM and Business team to rediscuss with this topic and express my concern.
We want to let users money stay in our app to increase their chance to spend more, having cash out at ATM feature will definitely damage this business goal. So I reach out to PM and Business team to rediscuss with this topic and express my concern.
We want to let users money stay in our app to increase their chance to spend more, having cash out at ATM feature will definitely damage this business goal. So I reach out to PM and Business team to rediscuss with this topic and express my concern.
Overview
ATMs has always been one of the top three methods for PayPay users to top up their balances, with around 80% of users choosing this method. Now, we want to introduce more ATM-related features, like allowing users to cash out their balances.
In addition to digital payments, PayPay also offers banking and credit card services, and we aim to integrate these into our ATM features—like PayPay Bank withdrawals and deposits—to create a seamless and more convenient experience for users and increase our brand identity and satisfaction.
ATMs has always been one of the top three methods for PayPay users to top up their balances, with around 80% of users choosing this method. Now, we want to introduce more ATM-related features, like allowing users to cash out their balances.
In addition to digital payments, PayPay also offers banking and credit card services, and we aim to integrate these into our ATM features—like PayPay Bank withdrawals and deposits—to create a seamless and more convenient experience for users and increase our brand identity and satisfaction.
ATMs has always been one of the top three methods for PayPay users to top up their balances, with around 80% of users choosing this method. Now, we want to introduce more ATM-related features, like allowing users to cash out their balances.
In addition to digital payments, PayPay also offers banking and credit card services, and we aim to integrate these into our ATM features—like PayPay Bank withdrawals and deposits—to create a seamless and more convenient experience for users and increase our brand identity and satisfaction.
The Challenge
Keeping consistency across financial services since each has a different team and visual style
Different ATMs have their own flows and restrictions, so designing for all of them while maintaining a consistent user experience is a challenge
The experience involves operating both the ATM and a mobile phone, so making it clear and handling errors smoothly is another challenge
Keeping consistency across financial services since each has a different team and visual style
Different ATMs have their own flows and restrictions, so designing for all of them while maintaining a consistent user experience is a challenge
The experience involves operating both the ATM and a mobile phone, so making it clear and handling errors smoothly is another challenge
Keeping consistency across financial services since each has a different team and visual style
Different ATMs have their own flows and restrictions, so designing for all of them while maintaining a consistent user experience is a challenge
The experience involves operating both the ATM and a mobile phone, so making it clear and handling errors smoothly is another challenge
How I solve it
Conduct a UX audit of all related screens and perform a competitive analysis.
Visit an ATM to operate the whole process myself, identify pain points, and work towards creating a seamless experience.
Map out all ATM and app screens to pinpoint areas where users are most likely to make mistakes and address these issues directly.
Conduct a UX audit of all related screens and perform a competitive analysis.
Visit an ATM to operate the whole process myself, identify pain points, and work towards creating a seamless experience.
Map out all ATM and app screens to pinpoint areas where users are most likely to make mistakes and address these issues directly.
Conduct a UX audit of all related screens and perform a competitive analysis.
Visit an ATM to operate the whole process myself, identify pain points, and work towards creating a seamless experience.
Map out all ATM and app screens to pinpoint areas where users are most likely to make mistakes and address these issues directly.
🤯 After sharing the design concepts with the team, I got some feedback!
It's not quite like PayPay's style or typical Japanese design—it's too quiet and minimalist —but I have a different view. After a week of discussions, we decided to do user testing to see which ideas to take forward.
Since this testing aims to evaluate the visual aspects, we are focusing on the layout and the feelings or impressions users have when they view the screen.
Since this testing aims to evaluate the visual aspects, we are focusing on the layout and the feelings or impressions users have when they view the screen.
Since this testing aims to evaluate the visual aspects, we are focusing on the layout and the feelings or impressions users have when they view the screen.
After testing with 8 users, we have identified the concepts we want to explore further.
Additionally, at the end of the design process
Additionally, at the end of the design process
Additionally, at the end of the design process
I mapped out all the possible error cases throughout the user journey. Since this experience also involves the ATM screen, we need to ensure that users understand what is happening and what actions to take on both their mobile phone and the ATM.
It is now in development, and I am excited to see how users interact with this feature and to monitor the performance metrics.
PayPay ATM Services
PayPay ATM Services
PayPay ATM Services
Expand ATM services to deliver a fully integrated and seamless financial experience.
Expand ATM services to deliver a fully integrated and seamless financial experience.
Expand ATM services to deliver a fully integrated and seamless financial experience.
Timeline
Timeline
2024.06 - Present
2024.06 - Present
Responsibility
Responsibility
End to end UI/UX design
User research
End to end UI/UX design
User research
Company
Company
PayPay
PayPay
Reflection
During this project, I’ve learned some important lessons.
If the requirements seem questionable, don’t hesitate to speak up. Addressing these concerns could benefit the company and help achieve business goals.
Since everyone has a different perspective, focus on using factual evidence to make your points more persuasive and effective.
When working with multiple devices or integrating financial services, hands-on testing and observation are crucial. Skipping this step may cause you to overlook important issues.
During this project, I’ve learned some important lessons.
If the requirements seem questionable, don’t hesitate to speak up. Addressing these concerns could benefit the company and help achieve business goals.
Since everyone has a different perspective, focus on using factual evidence to make your points more persuasive and effective.
When working with multiple devices or integrating financial services, hands-on testing and observation are crucial. Skipping this step may cause you to overlook important issues.
During this project, I’ve learned some important lessons.
If the requirements seem questionable, don’t hesitate to speak up. Addressing these concerns could benefit the company and help achieve business goals.
Since everyone has a different perspective, focus on using factual evidence to make your points more persuasive and effective.
When working with multiple devices or integrating financial services, hands-on testing and observation are crucial. Skipping this step may cause you to overlook important issues.
This is the project summary. Feel free to contact me for more details. ✉️
Email:
ryanchyy@gmail.com
All Rights Reserved, Copyright © 2024 by Chang Yu.
Made with love and Four Season Teas (30% sugar, less ice).
Email:
ryanchyy@gmail.com
All Rights Reserved, Copyright © 2024 by Chang Yu.
Made with love and Four Season Teas (30% sugar, less ice).
Email:
ryanchyy@gmail.com
All Rights Reserved, Copyright © 2024 by Chang Yu.
Made with love and Four Season Teas (30% sugar, less ice).