An innovative way to think about Digital Money that doesn’t look like money - Through User-Centric Research & UX Design - iOS Application
Project Overview
Mojey is a groundbreaking exploration into the world of digital transactions. It aims to replicate the tangibility and directness of cash exchanges without relying on traditional databases, servers, or blockchain technologies. This case study charts the journey from idea to reality, shedding light on the challenges, insights, and innovative solutions that emerged during rigorous user experience research and development.
Project duration: 2 Months
My role
UX Lead
My Responsibilities
Research, wire framing, design, prototyping
The Problem
While the use of cash is decreasing in society, there will always be a need for a form of direct, physical transactions between individuals in communities.
The Goal
Even though we develop blockchains at Block.one, it's important to have a method for off-blockchain transactions. For instance, like a cash drawer, you might want to exchange a certain value of crypto off-chain with another user by giving them your keys. This is feasible if all community members are trustworthy and don't retain a copy of a key to an asset they've already bartered. Our goal is to allow for the provable exchange of keys within a community and to delete them on our own devices, effectively creating a "cash drawer" equivalent. But first, the user would need to have sufficient denominations of the exchangeable currency.
Understanding the user
• User research
• Personas
• Problem statements
Research Phase: Rediscovering the Essence of Cash Transactions
Initial Exploration and Concept Validation
We started by examining the basics of cash transactions. We recognized that the decreasing use of physical cash in a growing digital economy posed a significant challenge: How could we replicate the straightforward and immediate interaction of cash exchanges in a digital format? To address this, we launched an extensive research phase. We used whiteboard sessions to carefully document current transaction flows and to understand the mechanics and user perceptions of cash usage.
User research
User research: Summary
To gain a deeper understanding of user needs, I interviewed individuals in the office and at local stores and restaurants where they used cash registers.
User research pain points
1 | Physical Money is dirty | “I worked in a bank, and when we receive cash it’s so much more real.” |
2 | Running out | “I often run out of 1’s and 5s, so double those denominations when I start a shift.” |
3 | Cultural | “I use cash and watch my spending. Most kids here in college have no idea what they are spending - because it’s all digital.” |
4 | Accessibility | “All US$ bills are the same size, so I say-and-show older people what they gave be before making change.” |
Personas
Persona 1 | Adult female used to work in a bank |
Age: 46, Eduction: MBA, Home town: Charlotte, NC, Family: Married w/ 2 children, Occupation: Finance | |
Problem statement | Jane, an adult female who previously worked in a bank, has developed a distaste for handling physical cash due to its unclean nature. This aversion could hinder her in cash-dependent scenarios, causing discomfort and inconvenience. She would consider a digital transaction solution that maintains the ease and directness of cash exchanges because it feels more “human”. |
“I worked in a bank, and when we receive cash it’s so much more real.” |
Cashier at a coffee shop doesn’t like cash | |
Age: 19, Eduction: Highschool, Home town: Radford, VA, Family: single, Occupation: Full time coffee show worker | |
Problem statement | Victor, a coffee shop cashier, finds it challenging to handle cash transactions efficiently. This difficulty often results in customer dissatisfaction, extended lines, and fewer tips. Despite these obstacles, Victor remains optimistic since customers paying in cash tend to tip more generously. He would consider an app the felt like cash. |
“I often run out of 1’s and 5s, so it can be a challenge.” |
Persona 2 | Engineering student shopping in a college farmers market |
Age: 19, Eduction: In College, Home town: Blacksburg, VA, Family: None, Occupation: Student of engineering | |
Problem statement | As an engineering student shopping in a college farmers market, John has a preference for using cash to keep track of his spending. However, in an increasingly digital economy, he struggles with not having a clear understanding of his expenses. He needs a digital solution that allows him to monitor his spending habits effectively, as he does with cash. |
“I use cash and watch my spending. Most kids here in college have no idea what they are spending - because it’s all digital.” |
Persona 4 | Seeing impaired man wants to be sure payments are correct like cash |
Age: 36, Eduction: Highschool, Home town: Tustin, CA, Family: Single, Occupation: Disabled retired | |
Problem statement | Mary, a visually impaired office worker, requires assistive technology to ensure she's making accurate payments when shopping. She has a preference for cash due to its tangible nature, but is open to using digital cash. Mary is seeking a system that allows her to transact directly with others, similar to cash transactions. The system should also have built-in assistive technology that enables her to hear the transaction. |
“All US$ bills are the same size but I can tell because of touch, but with digital I have to trust the vendor and check my account afterward.” |
Field Research: Immersion and Observation
To gain real-world insights, our team visited various local shops and farmers' markets, observing firsthand the dynamics of cash transactions. This immersion phase was crucial in understanding the nuances of cash exchanges and assessing the feasibility and relevance of replicating this experience digitally.
We asked users of cash registers about their experience with them.
Feedback fell into two categories:
1) Professional who use cash drawers daily, don’t mind cash or credit.
2) Students working part time only used cash at work, and preferred credit cards because they were easier.
Prototyping Phase: Bridging the Digital Divide
Developing the Initial Prototype
Inspired by our research findings, we developed a prototype for a digital cash application - modeled after The Cash app (shown below) to mimic the physical act of exchanging denominated currency. This prototype served as a critical tool for validating our concept and testing its viability among potential users.
User Testing and Feedback
We conducted extensive user testing across diverse groups within our organization, and offered lots of Starbucks cards to participants.
The kinds of questions we asked:
- The total is $12.50. Your customer wants to pay in cash and hands you $15.00. Please select the amount of change and press “Send”.
- The total is $39.40. The customer wants to pay in cash and hands you two $20 bills. What do you do?
We performed user testing with people from different disciplines in the office. Responses to using cash to most participants were:
"This is going backward - to 20 years ago."
"We don’t need large denominations - just dollars and pennies. They don’t take up space like real bills."
Calculator alternative to prototype
We asked users to use the calculator on their phone to calculate the answer to #2.
Their answers included:
“The customer gets to see the number before completing the change return.”
“This makes more sense. I prefer not using denominations.”
Despite the innovative nature of our solution, the feedback revealed a fundamental disconnect. Users struggled to grasp the concept of reverting to a denomination-based transaction model in a digital context, questioning the necessity and practicality of such an approach.
Critical Learning
Cash is physical and personal. We Do NOT keep track of it on a digital ledger. We need a digital equivalent.
Refinement Phase: Addressing Core User Needs
Rethinking Our Approach
The user feedback was a turning point, prompting us to reevaluate our objectives. It became evident that the challenge was not merely to digitalize cash transactions but to simplify the transaction process while enhancing security. This insight shifted our focus towards developing a solution that not only facilitated easy transactions but also incorporated an element of familiarity and trust.
Introducing Emoji as a Transaction Medium
Our revised approach led to the innovative idea of using emojis as a medium for value exchange. Emojis, universally recognized and used daily, presented an ideal vehicle for creating an intuitive, engaging, and user-friendly transaction experience.
Mobile
Prototype
In this project, user testing was an integral part of the development process. Prototypes were developed based on research findings and modeled after The Cash app to mimic the physical act of exchanging denominated currency. These prototypes were then used to validate the concept and test its viability among potential users.
During the user testing phase, extensive testing was conducted across diverse groups within the organization. The team also offered incentives to participants in the form of Starbucks cards. The user testing phase involved asking participants to perform various tasks and respond to different scenarios related to cash transactions.
Feedback from user testing was crucial in shaping the direction of the project. It highlighted the need for a solution that not only facilitated easy transactions but also incorporated an element of familiarity and trust. This led to the innovative idea of using emojis as a medium for value exchange, which was universally recognized and used daily.
Implementation Phase: Seamless Integration and Usability
Building Within a Familiar Ecosystem
Leveraging the ubiquity of messaging platforms, we integrated our solution into Apple's Messages app, ensuring a seamless and accessible user experience. This strategic choice not only capitalized on existing user behaviors but also circumvented the need for adopting an entirely new platform.
Iterative Design for Enhanced Usability
Our design philosophy emphasized simplicity and intuition. Through iterative testing and refinement, we achieved a streamlined transaction process that minimized steps, maximized ease of use, and felt as natural as sending a message.
Prototype testing
Finalization Phase: Beyond a Transactional Tool
From Prototype to Product
Adhering to Apple's Human-Computer Interaction (HCI) guidelines and employing Swift for development, we transformed our prototype into a fully functional app. This process underscored the importance of aligning with established design standards and leveraging efficient programming languages to expedite product development.
Watch
Extending the Application's Reach
Our commitment to creating a versatile and user-centric solution was further demonstrated through the development of a Watch extension app. This extension highlighted the app's practicality and wide accessibility across different devices.
Prototypes
Buy Mojey
Send Mojey
Request Mojey
Screens
Conclusion: A New Horizon in Digital Transactions
Business and Community Impact
The successful development and impending release of Mojey marked a significant milestone in digital transaction technology. However, unforeseen circumstances, such as the COVID-19 pandemic, prompted us to release the project as open source, contributing valuable insights and tools to the wider community.
Reflections and Future Directions
This case study highlights the critical role of user-centric research, prototyping, and iterative design in developing innovative solutions. By embracing user feedback, questioning conventional wisdom, and leveraging everyday digital behaviors, Mojey has paved the way for future advancements in digital transactions, emphasizing simplicity, security, and user engagement.
Thank you!
©2024 Thomas Hallgren
Reinventing Digital Transactions Through User-Centric Research & UX Design - iOS Application