Telesales & In-store, Merchant Assisted
UX Research I High-Fidelity wireframes I
The Context
Empower customers that need help from merchants or sales agents so they can complete the application in-store or over the phone.
The Problem
Not all the customers have a mobile phone or an email address to be able to complete the online application journey when applying for finance.
About
etika is a “fair finance” FinTech that partners with retailers to give customers a higher borrowing budget before they shop.
Approach
- Interviews with merchants to understand, goals, needs, pain points and desires.
- Interviews with customers recruited via Askable.
- Experience maps.
- Sketches, and user flows creation, which helped key stakeholders provide feedback as the project progressed.
- Usability testing exercise.
My Role
I worked in the discovery and delivery process. The key stakeholders, such as Business Analyst, Head of Engineer, and Sales Representative where involved in the process from the beginning.
High-Fidelity wireframes
Usability testing
Due to budget constrains, usability testing was conducted with five merchants.
Outcomes
This feature allowed us to get Amplifon Group on board. They have over 400 stores in Australia and New Zealand. Many of their customers are older generation that need a merchant assisted application journey.