30 days of Interviews challenge, day 26
Design thinking research about electronic payment systems.
We are Wersatiles, a team of two multi-skilled specialists. Interviews were always the most challenging part of design thinking process for us. TheFutur inspired us to create something every day for 30 days and we chose to conduct a research on specific topic every day.
At the end of each day, at least three strangers should have been interviewed. Our goal is to learn to find people’s problems and their causes, to see how people solve these problems and which of them they are unable to solve. This information should be useful for creation of new products and experiences with the help of design thinking.
Day #26: Electronic payment systems
On the twenty-sixth day, we asked people about electronic payment systems. There are various electronic terminals but we were mostly focused on the online payments in the interviews. People happily told us about their experience paying online.
He knows online payment systems like the back of his hand. He has a small business: he helps other people to order goods on Aliexpress, so he buys on this and some other sites at least once in two weeks. He pays directly via the debit card — just fills in the form on the shop site every time he makes an order. Why does he do it every time? It’s a surprising fact that while Aliexpress is a huge store, it has a glitchy system which doesn’t save the card information correctly. Equally or a bit less important is the problem of him not being able to pay via his debit card because of the troubles with the bank. It probably was under maintenance as it didn’t carry out any payments. The person solved this problem by paying via the Qivi Wallet, even though he had to walk to the terminal and put money on his account.
The payment process in his opinion, “doesn’t need any simplification: it’s simplified so much that every fool could understand it”. One just puts goods in the cart, chooses payment method, fills the simple form or logs into the account and pays.
She has never used any online payment systems. Notwithstanding, she used SMS bank transactions to send money to pay for goods. She used this payment method to buy from the sellers on Instagram. When there were discounts, she ordered clothes several times. The process of purchasing is simple: find a thing on Instagram, send a message to the seller, get their phone number and transfer money with a single SMS; wait for the delivery.
Even though she made some purchases, she is not a usual online shopper. She prefers to visit shops and touch and see goods before making a purchase.
The strong adherent of electronic payments. He almost never uses cash. The last online payment he did was the replenishment of the mobile phone account. He did it online because it’s simple — he didn’t need to go anywhere. The interviewee was asked why doesn’t he use the automatic payment systems. He explains that he would have used it if the monthly payments were stable. They depend on how much he talks so it’s not possible to pay a fixed sum of money every month.
He has made a lot of online payments. He tells us about his most recent purchases. Some clothes were bought on LaModa, the payment process was straightforward. “A nice feature of this online shop is that a customer may order several sizes and return the ones they don’t need,” he adds. He also made some purchases on Aliexpress, he recommends to buy gifts for birthdays on this site. Another purchase he has made is his sneakers. They were pre-ordered on Adidas, then delivered, and only after he received them, he paid for them.
Fails and lessons learned
- Going off-topic is fine and even necessary sometimes.
- It’s easy to find people with similar interests if you talk to at least three new people every day.
We are Wersatiles, a team of two young hackers who want to design and develop for humans. Say “hi” to us!