Digitizing SACCOs

Kwara

· 2 min read
Kwara for SACCOs

Overview

Kwara is a small Nairobi-Berlin fintech startup that offers a secure, simple and affordable digital banking platform for savings and credit cooperatives (SACCOs) and their members, who are often excluded by traditional banks.

Tellers in SACCOs are responsible for managing the till to pay and receive cash from member contributions for either deposits or loan repayments and effectively handle customer transactions, delivering excellent client service and maximizing client solutions.

⚠ Under A Non-disclosure Agreement

Some of the details in this case study may be vague to protect the client's intellectual property.


Summary

Role

UX Researcher and Product Designer

What'd I do?

  • User Research
  • User Interview
  • Sketching
  • Wireframing
  • Screen Flows
  • Visual Design
  • Interaction Design

What I'd work in?

  • Figma
  • Adobe Suite (PS, AI)
  • Overflow
  • Mindnode

Who'd I work with?

  • Product Manager
  • Sales Representative
  • Developer
  • CEO

When was this?

June 2019 - May 2020


The Problem

Teller supervisors couldn't drill down deep and get some of the information: who initiated the transaction, basically explore any entry, while there was still heavy friction of approval for treasury requests. I led the design of a new function for the till process to make it more intuitive and simple.


Qualitative Interviews

In order to achieve that, I gathered as much as I could from the end users to understand the challenges they face and how they see the platform making a difference in optimizing pain areas.

“For one task, you have to have several sub-screens to just perform one task which took us back to amount take to handle the customer. Customer satisfaction index went below our expectations.” ~ Customer Service Supervisor


User Profiles

The research made it evident how different users (teller and supervisor) would use the app differently. To cater to this, I categorized them into two user profiles based on their goals and tasks.

User Persona One
Persona One
User Persona Two
Persona Two

Insights

From the user interviews, contextual analysis and stakeholder interviews I gained qualitative insights. It also helped in understanding user expectations, behaviors, needs, and motivations. We then used these Insights to ensure that all product design decisions do benefit the user.

Hacking Slack Channels in a project
Fig. Insights on JTBD
description of the teller functions in the payment business process
Fig. Payment Process Workflow
diagram provides a visualization of Teller interactions with Customers
Fig. Visualization of Teller interactions with Customers

Solution

Using the insights I gathered from the research, we began creating user flows with the Product Manager.

I started creating the information architecture and low-fi concepts for primary use cases. After having a go-ahead from the Product Manager, developers, and Stakeholders on the mockups, we began digitalizing designs.

User Persona One
Brainstorming flow and sketches
User Persona One
Fig. Teller Operations Flow
User Persona One
Fig. Teller Supervisor Request Flow

Usability Testing

We tested the product at current implementation of the Till function meets users objectives with regard to the JTBD. The Live product was tested with the stakeholders for one week to get feedback on the functionality, content, and interactivity of the product.

Till Functionality flow
Fig. Till Functionality flow
Till Functionality flow
Open and Close Till
Fig. Open and Close Till
Till Functionality flow
Approve and reject Treasury request
Fig. Approve and reject Treasury request
Till Functionality flow
Till transaction detail
Fig. Till transaction detail

Impact and Outcome

We released the feature update in September and are excited to be pulling in data from Hotjar with Google Analytics and using it to make more informed design decisions.

User Persona One

What next?

If I had more time, I would test with different SACCOs and their staff users to have context on the different mental models. Also, work with a data analyst to refine the analytics funnels to collect the right data as well analyze it to determine what to test and research more on for optimization purposes.


Other work

Till transaction detail
Till transaction detail
Till transaction detail
Till transaction detail