Improving The Donation Process — A Case Study Financial services for social impact with Bank Jago

Hello! My name is Ramadhani dwi kurniawan putra

In this article, I’m going to share the whole design process I’ve done with my team. This project is a Team project given from taking part in boot camp at COMPFEST 15 UX Academy in collaboration with Bank Jago held on 26 August — 10 September 2023, The idea behind this project is

Project Background

In this modern era, social problems are becoming more complex, requiring more organized and effective solutions. Issues such as natural disasters, poverty, public health, education, and other social problems need active participation from all sectors of society. Therefore, there is a need for a platform to support and improve social care efforts in Indonesia.

In this context, creating a donation platform is a suitable solution to raise funds and gather support from the community in addressing social challenges. The platform will act as a connection to link individuals, companies, and charitable organizations with projects in need of help.

Project Objective

• Understanding the way to assist Bank Jago users in making online donations efficiently through a streamlined process.
• Creating an innovative online donation service that provides detailed and clear transparency regarding online donation results.
• Explore and understand user preferences and desires related to donation practices, with the goals create a comprehensive range of informative donation options that align with the preferences of Bank Jago users.

Meet the team

The team for this project consists of 4 people, That are :

• Muhammad Fawwaz Azhar as UI/UX Designer & Researcher
• Ramadhani Dwi Kurniawan Putra(me) as UI/UX Designer & Researcher
• Yolanda Ekaputri Setyawan as UI/UX Designer & Researcher
• Wevi Rahmadani as UI/UX Designer & Researcher

Design Process

We approached this challenge by implementing the Design Thinking approach.

1 — Empathize

At this stage, we would try to understand our user, including their problem and what their need

the targeted demographic is as the following

• Ages 18–45 year
• Digital banking users, non-digital banking users, (who use digital donation platforms)
• People with experience using Digital Banking
• People with experience using Donation platform
• Profession: student, employee
• Using or have Bank Jago app

Research Plan

Goals :

• Investigate users’ behaviors and preferences regarding online donations.
• identifying problems and challenges encountered by users during the donation process
• Gaining insights to enhance the adoption of online donation platforms

Hypothesis:

• People are still hesitant to use online platforms cause complicated processes
• information regarding the impact of donations is not clear enough
• People infrequently use online donation platforms due to a lack of awareness

Research Methodology:

Primary Research -> User interview

2 — Define

Based on the findings of primary research, the Pain point, requirements, and objectives of the users will be used in this step

A. Affinity Mapping

After we were done with research, we gained invaluable insights into the user’s perspective, including their frustrations, thoughts, and needs. This allowed us to better understand their pain points. The results are as follows

B.User Persona

Based on the research we finally created a user persona that identifies the key priorities of the users. These personas represented the collective needs, goals, and frustrations.

C.User Journey

We envision the user experience of donating through a digital platform. This phase helps us recognize potential challenges or areas for improvement to elevate the overall user experience.

D. Problem Statement

we embarked on a thorough exploration of the challenges, we subsequently crafted a comprehensive diagram to analyze the nuances within our identified problem statement.

User facing difficulty finding a dependable post-donation communication channel. Despite the efforts to discover effective ways to receive updates on the impact of Donation, current communication methods are inadequate. The lack of transparent and regular updates leaves me uninformed about the tangible outcomes of the contributions

3 — Ideate

At this phase, our task is brainstorming to generate potential solutions derived from previous stages

we sorted the ideas with Prioritization diagram(HMW). The ideas were sorted based on top problem and user value.

Solution

4 — Prototype

At this step, we start to make the product based on the idea and the insight we got from the previous step

A. User flow

The first step we creating the user flow this user flow is presented product flow

User flow 1

User flow 2

B. Design System

In this phase, we were to develop the design system. This entailed creating a thorough documentation of all design resources

C. Hi-fi

after we created design system we continued to design a high fidelity based on the wireframes and design system.

D. Prototype

5 — Usability Testing

At this final stage, we do an interview with users and asked the respondent to test out the prototype and do a few tasks

Main Objective:

measure the level of user comfort, efficiency, satisfaction, and their understanding of the digital donation feature within the Bank Jago mobile banking application.

Sub Objective:

• Identify steps or processes that may be confusing or present obstacles.
• Identify areas where information or instructions may be unclear.
• Identify UI elements that may need improvement or enhancement.
• Analyze positive and negative feedback to evaluate aspects that need improvement or retention

Research Methodology

Result

The SUS score obtained from the interviews was

Insight

Based on the results of testing that has been done, the feedback we got

6 — Conclusion

Through the implementation of the digital donation feature at Bank Jago, we have successfully increased community participation in donation activities. by utilizing informative notifications and integrating with interesting payment methods, Furthermore, the simplification of the user interface (UI) and improvements to the accessibility of our digital donation feature have provided a more intuitive and accessible experience for diverse segments. With these innovations, we aim to continue making a positive contribution to the awareness and participation in online donation activities.

If we were given more time to spare….

• Further exploration on the flow of notification tracker
• Added a more complete UI for the planned solution of ideas, flows, and notification mechanisms
• Iterating and exploring design layouts according to user feedback