UX Case: Competitive Usability Testing between Payfazz and Kudo


Hello! We meet again, finally i can update my medium again! (cleaning the dust. Cough, cough..) this time i wanna do some research about user experience. Just like i have mentioned in title, i did competitive usability testing between two products. These two are PPOB (payment point online bank) product type, Payfazz and Kudo.

Payfazz

Payfazz is an app that aimed for unbanked people in order to ease their payment directly to bank. Suburban people rarely have bank account, and sometimes they have difficulties when paying their bill. So for that purpose Payfazz was created.

Payfazz

Kudo

Just like Payfazz, Kudo is an PPOB application but have some excess feature that enable their users to become a product reseller from various merchants. And they have collaboration with reputable ride sharing service, Grab.

Kudo

Goals

To evaluate and find what’s working and not between two products design.

Participants

I took some participants that have following criteria:

  • Age between 21–30. I choose this age because according to the statistic that owned by my company, users that use our application have range that was mentioned above. P.S: i will tell where i worked later in this article
  • Low — mid income
  • Can use smartphone
  • Bought phone voucher and data package once a month, online and more for offline (twice a month or more)
  • Use internet often (one hour/day)

From screening above, i got four participants that want to do usability testing.

Experiment

When doing usability testing, participants were given two tasks:

  1. Top-Up Wallet
  2. Buy voucher phone and data package

Analysis

Flow in Early Stage
There are two different stages between Payfazz and Kudo when user using products for the first time:
a. In Payfazz, users must register before they use product.
b. In Kudo, users were directed to Home page but in the end users must register themselves so they can pay their bills.
In Kudo flow is less efficient than Payfazz, they should direct the user to the register page from the beginning.

Top-up

  • Two from four participants facing trouble when find top-up button in Kudo, because the button was placed between three buttons that have same size and color (Gestalt theory, Proximity) . So, participants found it difficult to find the button.
Home page in Kudo, it looks like they use Gestalt principles when building menu in Home. But, it’s make user difficult to find the button.

while Payfazz have flashy-color-button and was placed in different section from other menus. So, it ease participants to find the button.

Home page in Payfazz
  • Two participants also confuse when they top-up their wallet via Virtual Account (VA) in Payfazz and Kudo. After they choose VA method, payment method page was appeared, but there was no end-state in that method. Unlike transfer bank that have confirmation button after user finished payment method, in VA method there is no button that have function to guide user to the next step.

Even in Kudo, user must click link to know how to pay with VA (and there is no copy button to copy VA number! Really?). Actually, Payfazz has same steps, but Payfazz doesn’t make user go to web view page to know it. Maybe, two products should include steps in same page so user doesn’t use more effort to know it. And add a button or some clue to tell user how they should do to the next step. Here some solutions for example:

You can use push notification to alert user (i), you can highlight some important information to give clue to user (ii), or you can add end-state button to inform user that task they were doing was done (iii)

Buy Phone Voucher and Data Package

  • In Kudo, Phone Voucher and Data Package were located in one button menu, it ease participants when they buying one of these products. All participants liked Kudo’s feature that enable user to see price of various operator. It enable user to compare those vouchers with best price.
In Kudo, voucher and data was placed in same menu and it has ‘price preview’
  • But in Kudo, all of participants felt objected when they were inputing promo code in payment method page. Because they MUST verify themselves before they can use their voucher code (What the?). While in Payfazz you can use promo code wherever you want*.
You must verify first before use promo code

*T&C apply

  • In Payfazz, after participants done their task to buy Voucher and Data they was asked to rate Payfazz in Playstore. In first attempt it was okay, but after that it irritated the participants. They said it was annoying because it always appeared, even though they can skip it. Payfazz can make this notification intermitten (appear randomly).
Rating notification in Payfazz

Customer Verification

  • KYC (Know Your Customer) Verification
    ALL of participants were uncomfortable when they asked to verify themselves in those products. Because verification was asked when they started using application, Kudo: when they finished registration and Payfazz: when they top-up their wallet. They are reluctant to tell their identity for the application they just know ( i just want to buy a voucher, c’mon!) Let them finished their needs first.
In Payfazz, participants were uncomfortable when they asked to verify themselves for the first time, and more of them didn’t read explanation that contains laws like picture above (they lazy to read i suppose).

In Payfazz case, I suggest you to put the steps after user finished their transactions, whether it’s after paying bill or top up wallet AND you should tell what the benefit for them after they verify themselves, instead explain them with “boring law” like before. Because you got their data, and you are free to do anything with it. Here i give you an example:

You can put verification pop-up notification after user completed payment and make sure it was optional

Conclusion

All of participants choose Payfazz for better design and flow. Because in Payfazz, users were facilitated with clear and simple flow,

Register and you can use Payfazz

Participants are also easy to find top-up button, and separate menus in Home page make them easier to done the tasks (because they can find menu easily and faster).

P.S: As promised, i will tell you where i am worked. I am worked in Payfazz, but as a QA not UX Researcher. Maybe this article was little biased, but trust me, facts in this article were taken according to participants assessments. Thanks to my respondents that help me during my research, Alif, Dini, Sigit, and Kamal. Clap and share if you don’t mind!

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