Problem Statement

The bKash mobile app, which is widely used in Bangladesh for financial transactions, is facing some important issues that are causing frustration for users. People are accidentally sending money to the wrong recipients, and this is making it difficult for them to use the app with confidence. Moreover, the app lacks a clear and helpful dashboard where users can see an overview of their financial activities. It also needs a send money request screen to make transactions smoother and less prone to errors.

Accidental Money Transfers to Wrong Recipients

Users report instances of accidentally sending money to the wrong recipient due to unclear UI elements, causing frustration and the need for improved recipient verification.

Lack of User-Friendly Dashboard

Users find it challenging to quickly access an overview of their financial activities, including money added, withdrawals, and bill payments.

No Money Request Feature

Users face challenges when they need to request money from friends, family, or business associates using the bKash app. Currently, there is no built-in feature that allows users to send formal money requests to others.

Difficulty in Tracking Transactions

Users struggle to keep track of their transactions within the app, leading to potential confusion and concerns about financial management.

These problems are affecting user satisfaction and trust in the app. It's essential to address these issues in a user-friendly way to make the bKash app more enjoyable and efficient for its users.

Solutions

I redesigned the bKash interface with a focus on simplicity, personalization, and clear value demonstration. I also focused on improving the user experience, preventing accidental transactions, and creating a user-friendly dashboard and send money request screen that align with what users expect and need.

Accidental Money Sending Prevention

Enhance the user interface by displaying recipient names, profile pictures, and other relevant information during the money transfer process for user verification. Include tag like "Agent" and "Personal" for Clearity.

Financial Dashboard

Developed a user-centric dashboard that provides an overview of key financial transactions, including money added, withdrawals, bills paid, and more.

Money Request Feature

Design the send and receive money request screen to streamline the process and make it more intuitive for users.

Enhanced User Interface

Introduce visual differentiation, such as color-coded buttons, icons, and labels, to make it clear which action users are taking.

Design Process

I followed a user-centered design process to ensure that the final product would meet user needs while achieving business goals.

Research

Conduct Secondary User Research, Identify Pain Points

UX Design

UX Personas, Empathy Map, User Journey Map, Wireframing

UI Design

Visual Design
Prototype
Feedback Collect

Test & User feedback

Test
Retest
Finalize

Design Timeline

USER PERSONA

Sarah Ahmed

Date of Birth: May 10, 1994

Age: 28 Years old

Profession: Office Worker

Location: Dhaka, Bangladesh

"I want a Dashboard feature to see and monitor my financial activities."

About

Sarah is an office worker in Dhaka, Bangladesh, who relies on the bKash app for various financial transactions. She is responsible for managing her monthly bills, sending money to family members, and occasionally receiving funds from friends.

Personality

Organized
Smart
Detail-oriented
Thinking
Cautious
Meticulous

Goals

Sarah's primary goal is to efficiently manage her finances using the bKash app. Her meticulous and organized nature drives her desire to ensure that all her utility bills are paid on time, and her financial transactions are well-organized.

Frustrations

Sarah's meticulous and detail-oriented personality often clashes with the absence of a dashboard feature in the app. This limitation frustrates her as it hinders her ability to quickly access a clear overview of her financial activities. She wishes for a user-friendly dashboard to simplify tracking her transactions and account balances.

Watch the Video

Get a quick look at how the design works and why users love it.

MY LEARNING

Through my research on the bKash app, I've learned some important things that are really helpful for my work as a UI/UX Product Designer. First and foremost, it's super important to keep the users in mind when designing. I talked to users to find out what they like, what's hard for them, and what they need. This info helped me create user profiles, which then guided how I designed things. I also realized that it's a good idea to keep improving and refining the design as I go along.

I've learned to really understand and empathize with the things that frustrate users, like making mistakes when sending money, and to design solutions that make things easier for them. These lessons are helping me not just with this project but also in growing as a UI/Product Designer (UI/UX), making sure that what I create is all about making users happy.