QUICKTELLER
Quickteller is a financial service platform which enables you to make online transactions like transfers, bill payments, airtime recharge, etc.
PRODUCT DESIGNER
MOBILE APP, WEB, MOBILE-RESPONSIVE - Limted Content (NDA)
BACKGROUND & OVERVIEW
Quickteller, a flagship product by Interswitch Group, is one of Africa's leading digital platforms for financial services. It offers a comprehensive range of features, including fund transfers, bill payments, airtime purchases, and loans. With a vast and diverse customer base, Quickteller is deeply committed to financial inclusion across the continent.
Quickteller has a diverse customer-interactive footprint, through which its B2C services are delivered. Customers can enjoy services from the Web, Mobile App, USSD; also by visiting ATMs, POS channels, or any of Quickteller-appointed (financial inclusion) agents.
As the product designer, I contributed significantly to the development and expansion of Quickteller’s offerings, supporting the growth of the fintech sector across Sub-Saharan Africa. My main focus was on designing the Quickteller loan feature and enhancing the existing application, a journey that culminated in the app's major redesign for its second iteration, Quickteller Rebirth. These updates have collectively driven significant growth in customer acquisition and transaction value.
CHALLENGE
PROBLEM STATEMENT
How can we offer deeper and more insightful content in a simplified manner for users to promote stronger user engagement and retention?
USER RESEARCH
INFORMATION ARCHITECTURE
During my analysis of Quickteller, I observed that users faced challenges navigating the application due to the arrangement of its information architecture. This issue particularly affected their ability to access key functionalities like payments, loans, and account management. Users often struggled to find specific features, leading to confusion and frustration.
ITERATIONS & TESTING
Based on these wireframes and team collaboration, we created a task sequence based on the multiple proposed solutions that would highlight the new features and their integration with existing content.
After performing usability testing on the initial designs, we gathered user feedback on overall functionality, design, and examined the user’s ability to complete tasks in the sequence prototype.
DESIGNING FOR WEB
Recognizing that many users access Quickteller via mobile devices, the web design adopted a mobile-first approach. This involved designing the interface for smaller screens first and then scaling up to larger displays. This strategy ensured that all critical functionalities were easily accessible on mobile devices, catering to users who rely heavily on smartphones for financial transactions.
The usability testing conducted for the Quickteller Rebirth redesign yielded compelling results, with 75% of participants expressing a preference for the new interface over the current Quickteller version. During the test, users were observed interacting with both the original app and the redesigned version, allowing for direct comparison of features, navigation, and overall experience.
Participants noted that the bottom navigation bar significantly improved accessibility to key functions, enabling them to complete tasks more quickly and efficiently.
DESIGNING THE QUICKTELLER LOAN FEATURE
As part of the Quickteller team, I led the design for the new loan feature to address declining transaction rates and low customer engagement Market research by the team indicated that a loan offering would best meet user needs while boasting platform engagement. My primary goal is to design and launch a feature that allows users to access quick, low-barrier loans and drive ongoing user satisfaction with Quickteller.
PROCESS
GO-TO ACTION
Nano loans were prioritized as the MVP, in collaboration with multiple lending organizations. This approach addressed the immediate need for quick cash flow solutions while allowing us to gather valuable data for future feature expansions.
High-Fidelity User Flow / Journey
CONCLUSION
Through my design efforts, we were able to significantly improve online transaction performance. This was reflected in a marked increase in customer acquisition and satisfaction, with users appreciating the platform’s enhanced accessibility and intuitive layout.
Overall, the project demonstrated the value of a well-executed, user-focused redesign in driving product engagement and supporting users’ financial journeys effectively.
