The research started off by making sure that the target audience was understood very well and the context in which the app would be used. Grasping the context of the users in Nepal was a bit challenging at first. Over the course of the project, the clients helped us by providing all the necessary information as to how the apps would be used and how the different users would interact. Multiple meetings were required to understand how a solution would work if internet accessibility was limited. In such a case, it was important to provide the users with transaction updates and error states while the app was offline.
The IME Pay ecosystem was studied closely to reveal who the stakeholders were and what role the IME Pay agents played. They were set up across Nepal to help customers perform transactions that required assistance. Ultimately, these are the different personas that were outlined - Customers, Merchants/Business owners, and IME Agents. From here, the information architecture for all three apps was mapped out.
The apps were structured such that depending on the user type, the navigation and default landing page changed. The most useful features for each type of user were presented on the Homepage. For example, for a Customer, the Scan QR code action was given prominence along with frequently accessed actions like Send, Add money and Balance check. For a Merchant/Business owner, the default home page showed them their sales over the week, month and year. Similarly, for an Agent, Recharges, Customer verification and Customer assistance in adding money were given more importance along with Adding and Transferring money to their own account.
On the foundation of the application, we went on to design the app’s marketing website.