Tiqmo is a fintech app based in Saudi Arabia that allows users to easily send and receive money. It allows users to make payments, pay bills, conduct local and international transfers, and more.
Role
Product Designer
Team
4 Engineers
1 Product Manager
Year
2024
The Problem
Request Money is a feature that allows time users to request money from other time users and transfer it instantly from wallet to wallet.
We received a flag from customer support mentioning that a lot of customers are inquiring about their sent requests specifically as they cannot find it and they have to guide them to the transaction history page.
Current flow for sending a request:
This flow is straightforward but doesn't give the user a look at their previous requests.
Finding sent requests:
The user would have to either scroll to find the request or use the filters.
The Research
After receiving that flag, we decided to dig deeper into the issue to figure out the main pain points that the users are facing with this feature and how to tackle them.
Customer Feedback Outreach
We reached out to 12 of the customers who recently used the feature, including some of the ones who contacted the support about this issue, to better understand how the users usually navigate this.
We also reached out to 5 other users who have never used the feature and asked them to send a request, then try to find their sent request, to see how those users would map it.
Research Findings:
#1
75% of the customers expressed frustration with locating their sent requests. Most were unaware that they needed to check the transaction history to find them, and it often gets lost between other transactions.
#2
Some users mentioned that after sending the first request, they click on the "Request Money" icon on the home page to try to find their sent request there.
#3
Some customers suggested that we place the sent and received requests in one place to make it easier.
The Solution
From the research, we concluded that one easy access point for the whole feature, including sending a request and viewing sent/received requests, would make it easier for the user to navigate and find while still keeping the other access points in the history and notification center.
I designed a new flow with a tap bar to switch between sent and received requests with a prominent, sticky CTA to create a new request.
The Result
After pushing the update, we monitored the impact of the update to the feature, and the following has been noticed: