Case Study

UX Research & Design - Revolut App Design

Year

2020

Softwares

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Duration

1 month

"THE NEW REVOLUT UPDATE S**KS" This is what I have been hearing all 2020 long. Dull colours, messy information, Revolut team managed to transform their initial great app into a nightmare for their users.

With this UX research, I tried to see what was wrong with the main features and suggested a new design. The baseline being "Don’t let me think".

Of course this study could be push beyond and I will be glad to share over zoom as per your inputs.

Regarding the method, I aimed to be as close as possible to user needs with a human-centered approach and I used Lean UX design thinking. For user research, I relied on Google statistics showing that 85% of major usability problems can be solved with feedback from just 5 people. Guerrilla usability testing was therefore perfect for this case study!

Emphasize
Define
Ideate
Build & Test
Prototype

Persons

To start, I interviewed real Revolut users, finding the personas to be often biased: they are a mixture of assumptions and presumptions filtered by our own interpretation.

I interviewed 8 people with different user profiles: they almost all live from different countries, some travel a lot, others not. All shared their experience with the current app, the reason why they had chosen this neo-bank, their favourite functionalities as well as those perceived as useless.

User Profile : Alex

persona

Behavior

  • Mainly works from home
  • Manages his finances from his phone
  • Is in charge of domestic spendings
  • Is interested in trading
  • Saves money for holidays
  • Lives in Bulgaria with a French bank account
  • Loves to travel the world

Demographics

  • Age: 24
  • Location: Sofia, Bulgaria
  • Occupation: Web Developer

Needs & Goals

  • Wants to change Euro in Lev quickly and for free
  • Wants to start trading
  • Wants to manage his online bank account easily
  • Wants to spare money

User Profile : Alex

persona

Behavior

  • Mainly works from home
  • Manages his finances from his phone
  • Is in charge of domestic spendings
  • Is interested in trading
  • Saves money for holidays
  • Lives in Bulgaria with a French bank account
  • Loves to travel the world

Demographics

  • Age: 24
  • Location: Sofia, Bulgaria
  • Occupation: Web Developer

Needs & Goals

  • Wants to change Euro in Lev quickly and for free
  • Wants to start trading
  • Wants to manage his online bank account easily
  • Wants to spare money
Most important features according to the interviewed users
  • ✅ Currency change
  • ✅ Instant transfers
  • ✅ Customer service
  • ❌ Trading
  • ❌ Gifts & Donations
  • ❌ Junior accounts
  • ❌ Budget creation

Job Stories

Wanting to - once again - emphasize context, causation and motivations, over assumption sprinkled with subjectivity, I chose to create Job Stories, instead of User Stories.

The latter are therefore based on the study of interviews previously conducted.

"When I go to the restaurant with friends using Revolut, there is always someone who pays for everybody. I want to refund this person, so I can make a quick transfer That’s awesome!"

"When I have to make a payment and realise I don’t have anymore credt on my Revolut account, I make a top-up to refill it in a few seconds! This is very convenient when you are abroad."

"When I travel, I don’t want to pay fees for changing currencies. Who still pays for that in 2020? So I create a new account for the currency of the country I am travelling in."

Guerilla

Because of the covid related mandatory social distancing, I focused on personal connections with people I know in real life and online. The results were still perfectly usable.

For maximum objectivity, I selected 6 people with different uses of the application:

2 diligent users user user
2 casual users casual casual
2 non users no no

This is how the survey works:

  1. ⏱ Explain the purpose of this test: the test will not last more than 10 min
  2. 📃 Give a quick explanation of what Revolut is and reassure them about the questions: They are there to highlight the identified problems upstream. It is therefore quite normal that they are unable to perform all the requested tasks.
  3. 🗣 Ask them to perform the 4 scenarios by making them think out loud! Any feedback is welcome!
  4. 📹 Film or have their screen filmed with the actions they perform with their fingers.
  5. ❤️ Thank them kindly
Scenario 1

- For a friend’s birthday, someone you don’t know buys a common gift. He has a Revolut account, but does not wish to share his phone number. He only provides his identifier starting with "@" to receive an instant transfer. Where do you go to send the money to him?

Scenario 2

- You plan to go to Hong Kong next month. So you want to create an HKD account and add money to it. How do you do it?

Scenario 3

- Consult the expenses made during the previous month

Scenario 4

- By consulting your expenses, you notice an irregularity and decide to contact customer service. So find out where to contact customer service and send a message through the chat.

Identifying & Prioritising Pain Points

After the interviews, I analysed the videos and identified the different pain points, grouped them by categories and sorted them on a 2x2 map, by how important they are to Revolut (x-axis) and to the users (y-axis).

Assuming that the main business goal for the app is to drive up mobile revenue, I decided that the pain-points around adding and sending money were the most important for both Revolut and the users.

graph

Defining the problem

  • ❌ Dull and not very intuitive interface
  • ❌ Confusing icons
  • ❌ Badly highlighted buttons
  • ❌ Too much space dedicated to secondary features
  • ❌ Customer service that seems intentionally hidden and not accessible
  • ❌ Need to think too much to know where to go
  • ❌ Seemingly random information architecture

Pain Point 1:
Where Am I Supposed To Look On This Dashboard?

Let’s be honest, this dashboard isn’t user-friendly. Useless spaces, confusing icons, way too many questions are left without answers. That’s a bad scenario for a user, especially on the dashboard: THEY ARE THINKING. It breaks their flow.

So according to the previous interviews, this is what users see first:

pain-point-1

Then, they go through the other features in details: but they are lost! Their eyes go up and down, looking for a logic in the architecture. Still looking for it after one year of use.

pain-point-2

Pain Point 2:
ACCOUNT CREATION not optimized

There are 3 ways to add a different currency account from the dashboard, two which neither user has used. We note that there is no direct access to this functionality, which is considered main by users. It requires at least 2 clicks to access it.

pain-point-3

Pain Point 3:
WHERE CAN I FIND YOU IN THIS MESS? I WANT TO SEND YOU MONEY

Let’s face it. Finding someone who is not already in your contact list can quickly become a challenge. Here are all the ways to find someone on the app:

  • Look into your Revolut friend list
  • Invite a friend to use Revolut in your contact list
  • Add a new friend with his email / phone number
  • Find a Revolut user around you
  • Find an user with his Revolut ID starting by "@"
  • Send a payment link to whatever messaging platform, the receiver needs to fill up information

All of those are scattered in different places across the app. For this survey, I focused on finding someone with its username, starting with @. Only 2 users succeeded.

pain-point-3

Pain Point 4:
LACK OF VISIBILITY OF THE PREVIOUS TRANSACTIONS

Viewing past transactions is not really highlighted, since only the last transaction is visible from the dashboard. To see more, there are two entrances, which are not really visible or clear. Oh and by the way, why do you take the navigation bar off ? I don’t want to multiply the clicks to go back to the main pages.

pain-point-4

Pain Point 5:
ACCESS TO THE CHAT SERVICE, WITH DISTINCT Rube Goldberg LOGIC

How people are supposed to guess they have to go through their profile to find any help? The only way to contact customer service is the chat which is not very visible and could appear to be insufficient.

pain-point-5

Ideating the solution

wireframe

Tests & Iterations

After the wireframes, I jumped to Adobe XD to make the mockups and the final prototype. I incorporated the comments made by users from the first phase. I suggested this new layout to 6 new testers. I reiterated it once, until I reached a 100% success rate

Pain Point 1:
Where Am I Supposed To Look On This Dashboard?

Design solution: all the main features are easily accessible from the dashboard. Attractive colors catch the eye in the upper third of the screen which gradually brings it down in an orderly way: the amount of the accounts > the functional icons > the transaction statement and finally the navigation bar to keep on navigating the app.

pp-1

Pain Point 2:
ACCOUNT CREATION not optimized

Design solution: Create a button immediately accessible from the Dashboard with a recognisable icon and keep another secondary entry point: through "Add money".

pp-2

Pain Point 3:
WHERE CAN I FIND YOU IN THIS MESS? I WANT TO SEND YOU MONEY

Design solution: Bring together all the different ways to find a contact to send money. Finding a contact from their username (@) is now instinctive. pp-3

Pain Point 4:
LACK OF VISIBILITY OF THE PREVIOUS TRANSACTIONS

Design solution: No need to look for the small clickable link "see all" to display all the transactions: they can be viewed directly in their entirety from the dashboard. You just have to scroll or search more precisely using the search bar. We replace the "see all" link with an icon allowing the analysis of expenses, corresponding to one of the icons at the top right. pp-4

Pain Point 5:
ACCESS TO THE CHAT SERVICE, WITH DISTINCT Rube Goldberg LOGIC

Design solution: Place an icon accessible from all pages to refer to the F.A.Q. but also to the chat. I left the chat at the bottom of the page, forcing the user to scroll. pp-5

Final Result

Revolut is a very useful everyday app for tracking expenses and making purchases abroad free of charge. Despite all these advantages, the user experience can be marred by a lack of clarity and logic.
The redesign of the application made its use much smoother and more satisfactory with testers, with a 100% success rate on the pain points highlighted during the study carried out with regular users.

final-result

Prototype