Yay!

Yay! is a mobile app based on the Escrow process to reduce risk in payment scam. A Licensed Trustee Company would hold the fund (payment from buyer) until the business transaction is completed successfully between the two party (buyer and seller). The platform would then charge a small service fee to facilitate this service.

Introduction

A mobile app as an intermediary partner to protect payments between seller and buyer in a transaction
Fully-remote: UX/UI Design in Malaysia, App development in Vietnam.
Designed for compliance: Features designed within the app need to adhere to regulations set by local financial authority.

Understand: Business Requirements

Both buyer and seller can use Yay! to facilitate their transaction with marketplace like Carousell or Mudah, payments for vehicle service by a mechanic or payments for goods. As a buyer, they can choose to secure their payment on Yay! via credit card, cash deposit machine or external payment gateway like FPX (online banking transfer).

At launch, this service is available to any iOS and Android users in Malaysia. While any individual or business can register for an account with a phone number, a proof of identification will be required to receive payout, as outlined by the local financial authority. The product owner also shared some concerns on areas that the design of the app will need to accommodate:

Ensure new users on the platform are supported to complete the onboarding process effortlessly.
Allow design to scale across various business verticals or transaction types
Provide flexible options for user to decide on how the transaction will take place
Enable users (buyer and seller) to easily raise concern on a transaction dispute, if any

Understand: Challenges

To adapt and improve on UI elements previously established by the project’s former designer. This includes but not limited to standardising font sizes, colours, margins, paddings and UI states into a pattern library.

Define: Project Focus

With the main concerns outlined, I had distilled few key outcomes that will affect the design considerations:

Business outcome(s): Increase in new customer or business sign-ups and successful onboarding into the platform.

User outcome(s): Increased in satisfaction and confidence at completing transaction digitally with third party service provider or seller.

Define: User Journeys

To reduce significant risks of financial losses on end-users, the user journeys would need to detail not only connection between different screens but also accompanying business logics that adheres to the legal requirements set by local financial authority.

As the product owner progressively reviews and improves the business logics or requirements, I created each user journey with varying degree of fidelity (depending on amount of information available). This would greatly help the development team to get started by establishing code skeletons or building the backend system without waiting for a complete design handoff.