JazzCash-Pakistan’s leading mobile wallet
JazzCash-Pakistan’s leading mobile wallet
The JazzCash transformation project by IBM where I was a part of design team resulted in a significant boost in user adoption, surpassing expectations by increasing the user base from 18 million to over 43 million. The revamped design not only improved user satisfaction but also positioned JazzCash as a leader in the mobile financial services landscape by providing easiest flows.
The JazzCash transformation project by IBM where I was a part of design team resulted in a significant boost in user adoption, surpassing expectations by increasing the user base from 18 million to over 43 million. The revamped design not only improved user satisfaction but also positioned JazzCash as a leader in the mobile financial services landscape by providing easiest flows.
Some important insights
Some important insights
1 year duration
1 year duration
UX Design
UX Design
Visual design
Visual design
Design System
Design System
5 Designers
5 Designers
JazzCash-Pakistan’s leading mobile wallet
The JazzCash transformation project by IBM where I was a part of design team resulted in a significant boost in user adoption, surpassing expectations by increasing the user base from 18 million to over 43 million. The revamped design not only improved user satisfaction but also positioned JazzCash as a leader in the mobile financial services landscape by providing easiest flows.
Some important insights
1 year duration
UX Design
Visual design
Design System
5 Designers
“ Despite being the pioneer mobile wallet app introduced in Pakistan, JazzCash did not gain widespread adoption among the population. “
“ Despite being the pioneer mobile wallet app introduced in Pakistan, JazzCash did not gain widespread adoption among the population. “
“ Despite being the pioneer mobile wallet app introduced in Pakistan, JazzCash did not gain widespread adoption among the population. “
JazzCash was introduced in Pakistan in 2012, but it faced low user adoption. In 2020, IBM and Systems Limited took initiative to address this issue. They assembled a design team of five members, and I had the opportunity to be one of the designers in this team tasked with finding solutions and revamping the designs of the mobile app.
JazzCash was introduced in Pakistan in 2012, but it faced low user adoption. In 2020, IBM and Systems Limited took initiative to address this issue. They assembled a design team of five members, and I had the opportunity to be one of the designers in this team tasked with finding solutions and revamping the designs of the mobile app.
JazzCash was introduced in Pakistan in 2012, but it faced low user adoption. In 2020, IBM and Systems Limited took initiative to address this issue. They assembled a design team of five members, and I had the opportunity to be one of the designers in this team tasked with finding solutions and revamping the designs of the mobile app.
Use Cases I have worked on
Use Cases I have worked on
Use Cases I have worked on
->
->
Money Transfer
Money Transfer
->
->
Bulk Payment
Bulk Payment
->
->
M-Tag
M-Tag
->
->
Entertainment
Entertainment
->
->
Design System
Design System
How we found out the problem?
How we found out the problem?
How we found out the problem?
By empathising our users
Through different UX techniques we figured out the pain points of the users.
By empathising our users
Through different UX techniques we figured out the pain points of the users.
The Target Audience
The Target Audience
The Target Audience
->
->
Old age people who can’t read and write
Old age people who can’t read and write
->
->
Tech-Savvy people
Tech-Savvy people
->
->
Working people
Working people
What people communicated on asking them their frustrations ?
What people communicated on asking them their frustrations ?
What people communicated on asking them their frustrations ?
To initiate the redesign process, we conducted extensive user research to gain valuable insights into the requirements, aspirations, and challenges faced by JazzCash users. Our research began with conducting user interviews and engaging with a diverse group of JazzCash users to understand their current usage of the app. We also conducted online surveys with a larger audience to gather valuable feedback
We have conducted surveys with multiple users both consumers and merchants to find out their frustrations and painpoints
We have conducted surveys with multiple users both consumers and merchants to find out their frustrations and painpoints
To initiate the redesign process, we conducted extensive user research to gain valuable insights into the requirements, aspirations, and challenges faced by JazzCash users. Our research began with conducting user interviews and engaging with a diverse group of JazzCash users to understand their current usage of the app. We also conducted online surveys with a larger audience to gather valuable feedback
To initiate the redesign process, we conducted extensive user research to gain valuable insights into the requirements, aspirations, and challenges faced by JazzCash users. Our research began with conducting user interviews and engaging with a diverse group of JazzCash users to understand their current usage of the app. We also conducted online surveys with a larger audience to gather valuable feedback
What they said? - some of the answers are below
What they said? - some of the answers are below
The problem statement
The problem statement
The problem statement
The research revealed that users found the current JazzCash interface too complex, causing serious usability issues that significantly hinder user engagement. Furthermore, it was discovered that a significant portion of the user base had low digital literacy levels, requiring special attention in the redesign.
The existing JazzCash app faced challenges related to usability and user adoption. The complex interface and lack of user-friendly features hindered the overall user experience. Additionally, catering to a diverse user base with varying digital literacy levels posed a significant challenge for the redesign process
The existing JazzCash app faced challenges related to usability and user adoption. The complex interface and lack of user-friendly features hindered the overall user experience. Additionally, catering to a diverse user base with varying digital literacy levels posed a significant challenge for the redesign process
The research revealed that users found the current JazzCash interface too complex, causing serious usability issues that significantly hinder user engagement. Furthermore, it was discovered that a significant portion of the user base had low digital literacy levels, requiring special attention in the redesign.
The research revealed that users found the current JazzCash interface too complex, causing serious usability issues that significantly hinder user engagement. Furthermore, it was discovered that a significant portion of the user base had low digital literacy levels, requiring special attention in the redesign.
Competitors of JazzCash
Competitors of JazzCash
Competitors of JazzCash
We conducted a competitive analysis to assess direct competitors, examining features, design patterns, and user flows. By comparing our offerings to competitors, we pinpointed strengths, areas for improvement, and opportunities. This guided the redesign of JazzCash, incorporating successful design elements and features identified during the analysis
We conducted a competitive analysis to assess direct competitors, examining features, design patterns, and user flows. By comparing our offerings to competitors, we pinpointed strengths, areas for improvement, and opportunities. This guided the redesign of JazzCash, incorporating successful design elements and features identified during the analysis
Strengths
Strengths
Strengths
->
->
Enhanced search functionality
Enhanced search functionality
->
->
Prominent "Add Cash" Call-to-Action (CTA)
Prominent "Add Cash" Call-to-Action (CTA)
->
->
Upfront display of available balance
Upfront display of available balance
->
->
Dropdown menu to select network for mobile top-up
Dropdown menu to select network for mobile top-up
->
->
Convenient one-click account hiding option
Convenient one-click account hiding option
->
->
QR code scanning and sharing for hassle-free money transfers
QR code scanning and sharing for hassle-free money transfers
->
->
Streamlined and Secure sign-in process
Streamlined and Secure sign-in process
Weakness
Weakness
Weakness
->
->
The icon used for cash points in EasyPaisa resembles a location icon, leading to confusion among users
The icon used for cash points in EasyPaisa resembles a location icon, leading to confusion among users
->
->
Important promotional banners are positioned at the bottom of the interface, requiring excessive scrolling and potentially resulting in users overlooking valuable promotions.
Important promotional banners are positioned at the bottom of the interface, requiring excessive scrolling and potentially resulting in users overlooking valuable promotions.
->
->
Absence of notifications feature
Absence of notifications feature
->
->
Limited number of features offered by Finca, providing only four functionalities
Limited number of features offered by Finca, providing only four functionalities
->
->
Lack of a feature to locate nearby Finca merchants, which could assist users in withdrawing cash from their Finca accounts
Lack of a feature to locate nearby Finca merchants, which could assist users in withdrawing cash from their Finca accounts
Content
Content
Content
->
->
Utilizes a conventional and consistent language tone.
Utilizes a conventional and consistent language tone.
->
->
Clear and easily understandable language used throughout.
Clear and easily understandable language used throughout.
->
->
Incorporates a mix of graphical images and human-generated visuals to
enhance engagement and comprehension.
Incorporates a mix of graphical images and human-generated visuals to
enhance engagement and comprehension.
Design
Design
Design
->
->
Colors are not properly separated, and there is too much green(primary color) in the design.
Colors are not properly separated, and there is too much green(primary color) in the design.
->
->
The design doesn't feel crowded or messy.
The design doesn't feel crowded or messy.
->
->
The different feature categories are represented well and are easy to understand.
The different feature categories are represented well and are easy to understand.
UX
UX
UX
->
->
The flows within the application are well-designed and intuitive.
The flows within the application are well-designed and intuitive.
->
->
Filters are not utilized in the application, making it difficult to refine search results or narrow down options.
Filters are not utilized in the application, making it difficult to refine search results or narrow down options.
->
->
The representation of features is not appropriately prioritized, causing confusion or a lack of clarity.
The representation of features is not appropriately prioritized, causing confusion or a lack of clarity.
Features Jamming
Features Jamming
Features Jamming
We conducted a collaborative feature jamming session to generate valuable features for the JazzCash app redesign, prioritizing user needs and preferences based on feedback and competitor analysis.
We conducted a collaborative feature jamming session to generate valuable features for the JazzCash app redesign, prioritizing user needs and preferences based on feedback and competitor analysis.
The Wireframing
The Wireframing
The Wireframing
We started with low-fidelity wireframes to iterate on user flows, using paper prototypes for testing and feedback. Recognizing the importance of onboarding, we incorporated it into the wireframes.
We started with low-fidelity wireframes to iterate on user flows, using paper prototypes for testing and feedback. Recognizing the importance of onboarding, we incorporated it into the wireframes.
Design System
Design System
Design System
We conducted a collaborative feature jamming session to generate valuable features for the JazzCash app redesign, prioritizing user needs and preferences based on feedback and competitor analysis.
We conducted a collaborative feature jamming session to generate valuable features for the JazzCash app redesign, prioritizing user needs and preferences based on feedback and competitor analysis.
Color Palette
Color Palette
Color Palette
Typography
Typography
Typography
Elevation
Elevation
Elevation
Layout Instructions
Layout Instructions
Layout Instructions
Input Field
Input Field
Input Field
UI Design
UI Design
UI Design
Money Transfer
Money Transfer
Bill Payment
Bill Payment
Money Transfer
Bill Payment