Adding a feature which allows users implement recurring payments and requests.
PROBLEM
Users are getting frustrated because they are forgetting to request or pay that are recurring.
SOLUTION
Add an option for users to apply a recurring charge or payment during the requesting/paying flow.
ROLE
UX Researcher
SOLUTION
2 weeks
Overview
Background
Venmo is a popular peer-to-peer (P2P) wallet app which allows users to send and receive money with a social element. Whether the user is a student or a business, this application is a “social way” of using money in a quick, safe, and easy way.
Challenge
As of August 2023, Venmo does not have an option to create a recurring payment, whether pay or request payment, in their application. Although Venmo advertises the application to "split the necessities" such as paying rent or utilities which need to be paid at a monthly or semi-monthly basis, Venmo currently does not have a recurring charge or payment option.
There are many who utilize Venmo for paying recurring payments such as rent and utilities to friends and landlords. As a seemingly safe form of payment, having a middle man between another user and one’s payment information (credit card numbers, banking information, etc), using Venmo has become quite attractive form of payment between friends, roommates, and even landlords.
Field Research
Before diving into straight into discovery, I felt it was important to get the user perspective and see whether there is an actual need/want from Venmo's audience to include a recurring payment feature as well as get the business narrative that Venmo is currently projecting.
Reddit
• Users have noticed that Venmo does not have a recurring feature as of 2023.
• There is a want for a way to create recurring payments on Venmo.
• Other major competitors such as Zelle and PayPal currently do not have recurring payments for personal charges.
• Users are creating their own programs to create recurring payments for Venmo and other mobile payment applications.
• There are potential users that want to have recurring payments that Venmo has not tapped into.
Venmo Website
• On the Venmo homepage, one of the problem cases they feature is "split the necessities". • While many seem to use Venmo to split recurring payments such as Netflix, rent, etc, Venmo does not have a feature which allows charges or payments that reoccur.
Discovery
Research Methodologies
Competitor Analysis
I researched the top major competitors of Venmo and created a SWOT Analysis(Strength, Weakness, Opportunities, and Threats) sheet to understand what Venmo is doing well and what features does it lack.
Key Points:
• Based on Venmo's competitors, the main competitors to focus on were Zelle and Apple Pay as they both offer scheduled and repeating payments/charges. • Their UI and design patterns offered key insights to how users may interact or prefer with a new feature that simulates existing features in a competitor's application. • The competitive analysis also shows that Venmo prides and beats their competitors in terms of simplicitiy and safety as well as accessibility, having those key ideas be their main focal point in their application.
User Interview
Gathered 4 Venmo Users to gather insight from the user's perspective.
AFFINITY MAP
Key Points:
• Venmo is seen as a simple, straightforward application that is easy to use and makes finance much less scary and more approachable. • Primarily used as a way to easily split bills and payments as well as a way to charge for services such as tutoring or coaching. • The favored feature looks to be the wallet feature as well as being able to comment with fun emojis or inside jokes. • A major frustration is when recurring charges occur but users tend to forget to charge and lose money.
From these key points, I understand the demographics likes and dislikes about the application. There is a need for recurring charges, however the feature should be simple and straightforward as well as make money feel approachable.
User Personas
Through my research, I developed 2 personas to guide me through 2 task flows which shows the key elements of the added feature to Venmo.
Based on my competitor research, I found key competitors to base off key design decisions when integrating the add recurring payment feature.
With the interviews, I was able to gain inside knowledge of actual users and understand what they liked and disliked about the current Venmo application. This helped me plan and prioritize key design decisions when implementing the application such as simplicity and ease of understanding.
How Might We?
Synthesizing all the research and taking the user personas into account, I developed a few How Might We questions to better focus on key points to that would better the user's engagement as well as empathize with current and future users.
• How Might We reduce stress and time from users when dealing with splitting payments between friends, coworkers, acquaintances?
• How Might We not confuse users and keep the process simple and easy to digest? • How Might We ensure users are getting payments and paying on time without external measurements such as timers, schedulers, friends or family constantly reminding them? • How Might We make the setup process quick, easy, and efficient for users?
Ideation
Site Map
I started by looking through my own phone's Venmo application and getting an understanding of the current site map. After mapping out their application, I envisioned and mapped out where the feature would most efficiently and fluidly fit into their current site map.
Task Flow
Using the 2 user personas as a reference, I created a flow with 2 running task flows that would allow user to set up a recurring payment or edit an existing recurring request. With the first iteration, I heavily referenced this task flow. After user testing and critiques, I had to make a more drastic change within the Recurring tab within the profile page.
I often like to stick to a plan and follow it, but through this case study, I find it to not often be the case as there will be errors, tribulations, and bumps along the way that can significantly change the trajectory of a project, for better or for worse (and in this case, for the better).
Sketches
Although I don't often do preliminary sketches during my design process, I thought a simple sketch would allow my thoughts to more easily translate onto paper before starting digital wireframing.
Though next time, I would rather use paper versus digital drawing application, as I prefer the analog feeling.
Low/Mid-Fidelity Wireframe
Using the sketches, I developed a low/mid-fidelity wireframe which I heavily referenced the current Venmo application to keep a consistent look which will create a more seamless itegrated look.
Task flow 1: set up scheduled payment
Task flow 2: Edit existing scheduled request
Delivery
Usability Test Overview
After the first high-fidelity prototype, I conducted 3 user testing with both task flows.
Testing success metrics
3/3
Participants succeeded in going through both task flows.
2/3
Participants had little to no problems completing tasks and moving between pages.
2.5/3
Participants felt the feature blended well into the current application.
Changes in next iteration
Include Description
A common question during the testing was "what is the difference between bi-weekly and semi-monthly". To remedy this confusion with later users, I added a "?" button and added a description to differentiate the two.
Switch to Scroll
Although the calendar is a better visual representation for recognizing which date would be the most appropriate, selecting a date proved to be difficult for some during the testing phase as each date was too small.
For better accessibility, a scrolling date picker was chosen to better accomodate.
More Information
Included more information within the confirmation page such as the next request date and last request date, as well as including what frequency the charge was.
This allows the users to have all information in one page and not have to go back or have to redo the entire process.
Adjust Layout
From my first iteration, I had though the best way of organization would to separate the requests and payments. However, this created some confusion during user testing and group critiques as to who is exactly requesting/paying in each section.
Thus, I adjusted the recurring tab to be imitate closer to the current transaction tab with the "Completed YEAR" but included the "Ongoing".
Also included green + and red - to indicate money coming in and out rather than relying on vague wording.
If I were to come back to adjusting and adapting this feature, I would definitely implement a notification system. Whether one would want one when requesting, when someone is requesting, when coming is coming out, or notifying the user that money has been taken out.
Another addition, I would have liked to explore is to allow different amount requested in one group. Using "Roomies Renties", is one person would pay $1,200 while another pays $1,050. Although there are rent agreements where everyone pays evenly, there are living situations where one pays more or less perhaps due to budgets or whether a room has a walk-in closet or a bathroom versus one that doesn't.
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