Client: A Digital Wallet Service Platform

Introduction

Our client, a digital wallet service platform, enables users to add funds from bank accounts or debit cards, make international funds transfers, and make payments to merchants via web and mobile applications. Given the diverse user base in terms of social backgrounds, abilities, and contexts of use, it is crucial for the platform’s interface to support users in accomplishing their goals efficiently.

Method

We conducted a design review in two phases: heuristic evaluation and accessibility evaluation for both web and mobile applications.

Heuristic Evaluation: We audited the interfaces against usability principles including visibility of system status, match between system and the real world, user control & freedom, consistency and standards, error prevention, recognition rather than recall, flexibility and efficiency of use, aesthetic and minimalist design, and help users recognize, diagnose, and recover from errors.

Accessibility Evaluation: This was based on the Web Content Accessibility Guidelines (WCAG). We used the WAVE Web Accessibility Evaluation Tool for web interfaces and Google’s Accessibility Scanner for mobile interfaces.

Findings

Criteria	Issues (Web)	Issues (Mobile)
Efficiency and Control	Send button is confusing and does not perform immediate action. Excessive scrolling required.	Monotonous dashboard. Non-intuitive Money Operations button. Send money feature not prominently placed.
Consistency and Aesthetics	Inconsistent use of icons, buttons, and colors. Lack of visual hierarchy and contrast.	Inconsistent naming and navigation between web and mobile. Visual elements lacked uniformity and clarity.
Error Prevention and Support	Missing context-specific help. Unclear error messages. No preventive measures for common errors.	Similar issues with unclear help and error messages. Lack of proactive error prevention mechanisms.
Accessibility	Missing alternative text, form labels, document language. Low color contrast.	Similar accessibility issues affecting usability for users with disabilities.

Discussion

The design review revealed that the user experience was not optimized for goal completion and efficiency. The information architecture was topic-based rather than task-based, creating a high cognitive load. Inconsistent styling and lack of contextual support further diminished the user experience. Accessibility issues also made the platform less usable and potentially non-compliant with international standards.

Suggestions

• To improve the platform, we recommended:
• Redesigning the information architecture to be goal-based.
• Simplifying user flow and reducing steps for common tasks.
• Ensuring consistent and aesthetically pleasing design elements.
• Implementing contextual help and proactive error prevention.
• Adhering to accessibility standards and testing with target user groups.
• Introducing bilingual interfaces for a more inclusive experience.

Redesign Implementation

Based on the findings and suggestions from the evaluation stage, we undertook a comprehensive redesign of both the web and mobile applications. The redesign focused on:

• Enhancing Efficiency and Control: Redesigned navigation and action elements to be more intuitive, ensuring users can complete tasks quickly and efficiently.
• Improving Consistency and Aesthetics: Standardized the use of icons, buttons, and colors to create a cohesive and visually appealing interface. Implemented a clear visual hierarchy to improve usability.
• Boosting Error Prevention and Support: Introduced contextual help and proactive error prevention mechanisms. Improved error messages to be more user-friendly and informative.
• Ensuring Accessibility: Addressed all identified accessibility issues by adding alternative text, proper form labels, and ensuring adequate color contrast. Conducted thorough accessibility testing to ensure compliance with WCAG standards.

The redesigned applications were tested with target user groups to validate the improvements and ensure that the new design effectively addressed the issues identified during the evaluation stage.

Conclusion

The evaluation identified key areas for improvement in the platform’s web and mobile interfaces. By addressing these issues through a comprehensive redesign and user testing, the platform now offers enhanced user satisfaction, efficiency, and accessibility. This case study demonstrates our commitment to thorough analysis and user-centered design, offering potential clients a clear understanding of how our framework can significantly improve their digital products.

Disclaimer

This case study is based on research conducted by Userhub. The findings and recommendations presented in this document are intended for informational purposes only and do not disclose any confidential or proprietary information about the client. Specific details related to proprietary processes, technical data, and internal strategies have been excluded to maintain confidentiality. Userhub is committed to protecting the privacy and integrity of all participants and stakeholders involved in this study.