My mission at Plum
“Our goal is to make it easy for users to move their money seamlessly.”
Plum is a financial technology app that helps users manage their money and make smart investments. The app uses artificial intelligence to analyze users’ spending habits and provide personalized insights and recommendations to help them save money. With Plum, users can set savings goals, create investment portfolios, and automate their savings through features like round-ups and recurring deposits. The app also offers budgeting tools, spending tracking, and bill management, making it a comprehensive financial management tool. Plum is available on both iOS and Android platforms and is free to download and use.
I joined Plum as a Senior Product Designer and joined the Core Experience Pillar. I worked alongside a Product Manager to define how the product works and what it looks like in future iterations.
To improve the overall Instant Deposit user experience, we addressed the following challenges:
- Amount and Payment Method: We redesigned the payment flow to have the amount and payment method on the same screen. This streamlined the user flow and made it easier to select the appropriate payment method with the correct amount limits. We also added the option to switch payment methods without losing the payment amount, allowing users to make quick and informed decisions.
- Confirmation and Success Screen: We updated the confirmation and success screens to include all necessary information, such as payment details, amount, transaction ID, and settlement time. We also managed user expectations by notifying them of any potential delays in settling transactions and sending a push notification once the transaction is settled. To ensure consistency, we made the confirmation and success screens uniform across all payment methods and redirect scenarios.
- Pocket Feed Clarity: We improved the pocket feed clarity by showing the correct dates, transaction amounts, and payment methods. We also added filtering options to help users search for specific transactions quickly and easily.
Overall, these changes improved the Instant Deposit user experience by simplifying the payment flow, managing user expectations, and ensuring clarity in the transaction history. The changes made it easier for users to manage their finances and make smart investments, ultimately enhancing their overall financial well-being.
- Evaluate the results of user testing: After testing all four versions of the MVP with users and collecting their feedback, I have evaluated the results. This involves analyzing the feedback and identifying common themes, issues, and areas for improvement.
- Make iterations based on user feedback: Based on the results of the user testing, I made few iterations to the MVP design. And I decided to take 2 of the preferred solution.
- Test the latest iteration with users: After making the necessary iterations, I test the latest version with users to ensure that the changes have addressed their concerns and improved the overall experience. I have used a similar script and set of questions to the previous user testing to ensure consistency.
- Share the latest iteration with the team: Once the latest iteration has been tested with users and any final changes have been made, I did share the design with the team. I presented the design changes, discussing the feedback received from users, and getting approval to move forward with implementation.
- Prepare for implementation: With the final iteration approved, I prepared the design for implementation. I created detailed design specifications, worked with the development team to ensure that the design is technically feasible, and coordinating with other teams to ensure that the implementation process runs smoothly.
- Monitor and optimize: Once the design changes have been implemented, I monitored and optimize the user experience in analyzing user data, collecting feedback from users, and making further iterations to the design based on this feedback.
To improve the overall user experience deposit flow, I conducted a user testing study with 10 participants. The study involved testing four different routes for each payment method (instant deposit, Apple Pay, Google Pay, and bank transfer). I created a script and asked the users to go through all the routes and answer a set of questions about their journey and which journey they preferred.
The goal of the study was to identify pain points and areas for improvement in the user journey for each payment method. By testing multiple routes for each payment method, I was able to identify the optimal user journey and make necessary changes to improve the overall user experience.
The user testing study involved recruiting participants who were representative of the target user demographic for the Plum fintech app. Participants were asked to complete each route for each payment method and provide feedback on their experience. The questions asked were designed to identify any usability issues, pain points, and areas for improvement in the user journey.
After collecting and analyzing the feedback from the user testing study, I made necessary iterations to the design of the app to address any identified issues and improve the overall user experience. The results of the user testing study were also shared with the team to ensure that the final design was aligned with the needs and preferences of the target users.
Overall, the user testing study provided valuable insights into the user journey for each payment method and helped to improve the overall user experience of the Plum fintech app. The insights gained from the study will inform future design decisions and help to ensure that the app remains user-friendly and intuitive for its target audience.
During the user testing process, four different solutions were tested to improve the user experience of the app. The first solution involved moving the payment method screen after the deposit screen. The second solution was designed without the “choose an amount” feature, allowing users to tap the amount they wanted. The third solution placed the payment method and amount input on the same screen, while the last solution had everything on the same screen, including the “choose an amount” picker.
Out of the ten participants who were asked to go through all the solutions and answer questions about their journey, seven didn’t like the idea of removing the “choose an amount” feature. They preferred to select an amount quickly. However, nine participants preferred the last solution, where everything was on the same screen, including the “choose an amount” picker. This user feedback was used to make iterations and improvements to the design of the app.