This case study was carried out as a project on UI/UX Bootcamp at Side hustle. This case study is not affiliated with Kuda. This project was carried out by a group of 15 people.
About Kuda
A few years ago, a small team of people determined to transform banking launched a savings app for Nigerians. That app was the first step toward Kuda. Today even more determined they have built a micro-finance bank to help users get the best out of banking without being overcharged.
Kuda includes tools for tracking spending habits, saving more, and making the right money moves, no matter who you are or where you live in Nigeria, we’re here because of you. We know the pain that comes with using a regular bank and we make things work better for everyone.
Product Overview
Kuda issued a slogan saying “Simplify your finances with Kuda and say goodbye to card maintenance fee!” this aims to provide convenience for users in daily transactions. Unfortunately, the application gets quite a lot of inappropriate feedback about its bugs, user verification, and missing features.
The job of a UX designer is to think about the who, what, and why for a better experience.
Who: Kuda is designed for people in Africa, especially Nigeria.
What: Kuda gives Africans an easy way to manage their money by using a mobile banking app.
Why:
It enables users to open a bank account for free in minutes.
Send money for free up to 25 times every month, and get free debit and credit alerts.
Save and plan easily with our saving and budgeting features – get up to 15% annual interest!
Qualify for instant overdrafts when you use your Kuda account regularly and borrow money whenever you need it.
Get your ATM card delivered to you within 14 days.
Design Process
This project was carried out using the Design Thinking Framework. Design Thinking is a design methodology that provides a solution-based approach to solving problems.
This framework includes Empathizing, Defining, Ideation, Prototyping, and Testing.
Source: interaction-design.org/literature/article/…
Stage 1: Empathy
Netnography Study; Due to the limitation of time in this project, we researched using a netnography study. This research was conducted by looking for information on application reviews available on the app store and play store. The following are the results of the netnography study that was gotten on the AppStore, trust pilot, and play store.
During the process of observing the Kuda application, we found several problems that made users uncomfortable while performing transactions with the Kuda application. The result of our observations and netnography are grouped using the affinity mapping method. As a result, we identified three main problems; interface, features, and transaction.
Current Application From the results of the research that has been done, we got some pain points in the current kuda application. These are some of the problems that we will solve in this project; Hard for users to log in/sign up to the app due to the complicated verification process, and difficulty in withdrawing and depositing. Bad customer service Poor user experience problem with facial login Missing clear recent transaction airtime interface
Stage 2
Define Point of View (POV) User: People who need to manage their money by using a mobile banking app on their smartphones.
Need: Save and plan easily with our saving and budgeting features.
Insight: Bank charges including card maintenance charges scare people away from using bank apps. But apparently, the current app isn’t convenient enough to fulfill the needs of users. There are some parts of the app that need to be fixed and developed to give a better experience for users.
User Persona: The next step is to create a User Persona. A User Persona is created according to the research that was done. The user persona created describes the biodata, behavior traits, goals, and frustrations.
Journey Map: From the journey map, we can find out the user behavior while using the Kuda App step by step. So, we can get the opportunity in each step based on the user pain point for design improvement.
How Might We (HMW): In this step, we made several questions where we discussed all these improvement opportunities and rearranged them as actions that we will take to prove and find solutions from the research results that we find. This is the HMW that we have created.
How might we create the app's interface more user-friendly?
How might we make it easier for users to log in to the app?
How might we simplify the complicated verification process?
How might we help users create passcode?
How might we help users directly connect with the Kuda customer service?
How might we help users purchase airtime and easily clear recent transaction?
How might we help users easily withdraw and deposit money?
How might we provide clear navigation for users?
How might we design a convenient app for mobile users?
Stage 3
Ideate Storyboard at this stage is used to find out how users use the kuda application. This storyboard describes the scenes and user actions for using the kuda application.
Information architecture:We made an information architecture to describe all the menus in the kuda application, including our improvement in this project.
Wireframe:The wireframe was created based on the information architecture in the previous stage. The wireframe can be considered as a Low Fidelity (Lo-Fi) version of UI design. The purpose of making this wireframe is to find out an overview of the product to be made. At this stage also made a wireflow, which is to find out a user flow from beginning to end. This wireframe is made using whimsical.