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InstaPay Audit
- 1. Use keyboard arrows for navigation through slides Use keyboard arrows for navigation through slides
- 3. The overall onboarding experience is cool. a lot of nice 3d illustrations with focus on InstaPay services
- 4. However, I expected more emphasis on the key InstaPay’s value proposition which is "instancy". This is what InstaPay provides differently compared to the traditional money transfer methods
- 5. You need to read between the lines to find out
- 6. Also, this cool button is pretty clear to me, however, will it be understandable for non-tech- savvy users?
- 7. Few clicks
- 9. Let's start with this sentence that asks you to "Select," even though the selection act requires showing multiple choices
- 10. However, only one option has been shown to me
- 13. This screen is designed for users who have 2 Sim cards rather than designing for the bigger segment who have a single sim card
- 14. Another unusual thing here is, you can’t enter the phone number as it usually happens in the fintech apps. What if I want to register for someone else? what if I want to log in to another account???
- 15. Click
- 16. This pop-up here asks you to use mobile data instead of Wifi without explaining why?! Although, this is a very unusual thing!
- 17. Click
- 19. Once you click send SMS, you get directed to a screen where you are asked to send strange SMS to a strange number “4551” without explaining what is happening and why it is happening!!!
- 20. I checked this step on Android and found the experience to be even stranger
- 21. First, They show me this strange message with the same number without adding enough clarification
- 22. Secondly, they told me that you might need to pay some money to continue
- 23. And it gets even worse because it asks me to remember my choice, which implicitly means I might need to pay money every time I use the app
- 24. And by the way, The app didn't ask me to turn off my wifi on Android
- 25. This all raises a lot of privacy concerns and raises more questions than it answers
- 26. But of course you don't have to worry, this app is provided by the Central Bank right?
- 27. But where in the app is that mentioned? I can't recall anything similar in the onboarding process But of course, no need for getting worried, this app is provided by the central bank right ?
- 28. Besides how many people really know what the Central Bank is? So they may need to add extra clarification But where in the app that mentioned I can’t remember anything similar on the onboarding process
- 29. So a quick recap before moving forward. So to be able to pass the first step in the registration process, you have to do/have the following:
- 30. So a quick recap before moving forward. to be able to pass the first step in the registration process, you have to do/have the following: 1- You have the user's SIM card inserted into the phone 2- Mobile data and good cellular network 3- You may need to pay some money
- 31. Back to the last step
- 32. Click
- 34. Nice touch, letting users know what happened with their phone number
- 37. Click
- 39. Type bank name
- 40. Before moving forward I decided to do something a bit evil.
- 41. What if I typed a not listed bank?
- 42. I tried Agricultural bank
- 46. Click
- 48. I wish they better emphasized on what card number is
- 49. especially, since this section elements have almost equal visual weight with no clear visual hierarchy, so users might jump directly to the input fields labels
- 50. Type
- 51. Now, what is that ATM PIN that consists of 16 numbers that I need to enter?
- 52. Yes, you got it right. This input field accepts only one digit per sub-component (4 in total)
- 53. Although both input fields have exactly the same styling, they accept a different number of digits
- 54. Click
- 56. Now, I need to enter something called IPA
- 57. Let’s find out what is this
- 58. So, IPA basically stands for Instant Payment Address
- 59. They used IPA instead of Instant Payment Address, although they use Instant Payment Address on all other screens
- 60. They used IPA instead of Instant Payment Address, although they use Instant Payment Address on all other screens
- 61. Type and Click
- 62. amrshawki I appreciate they asked for confirmation, however, yeah, you guessed it right, there is a UX issue. Can you guess the issue?
- 63. amrshawki They should have used the address name instead of the passive form
- 64. amrshawki Now much better Modified Version
- 65. amrshawki You might think I'm exaggerating. You will change your mind when you consider the following: Modified Version
- 66. amrshawki You might think I'm exaggerating. You will change your mind when you consider the following: 1- Users will not be able to change their IPA later at all 2- The input text is light grey and not clear enough 3- No validation or double entry options like other input fields. Password or e-mail for example Modified Version
- 69. Enter OTP
- 70. For reasons of bad luck. The two words “IPN” & “PIN” are so similar which causes visual confusion
- 71. IPN UX Writer could have tackled this issue in a different way, something like “Enter new InstaPay PIN code”
- 72. Now much better Modified Version
- 73. Nice touch: Always show password requirements upfront
- 74. Enter & Click
- 78. The Home screen is pretty organized with a clear separation between sections and clear titles for each section
- 79. I don’t see a benefit for this banner. I believe they use it as a placeholder for later uses
- 80. One feature that I like very much is this one
- 81. You have to click here to display how much money you have in your account
- 82. The design considers the context. You may be sending money to someone standing next to you
- 83. Like your friend to whom you owe money for the food order he made for you
- 84. On the other hand, one of the things that bothers me the most is this popup that keeps telling me that my session has expired whenever I stop using the app for a short while
- 85. I know this a privacy and banking thing but It's time to be designed better
- 86. I tried to know exactly how much time it takes until the session gets expired but I failed so I will assume 30 seconds
- 87. This is a counter. Starts from 10 and count down until user gets logged out Modified Version
- 88. Now much better 1- Explaining why session gets expired 2- Give users freedom and control 3- Clear CTA 4- No technical jargons Modified Version
- 89. Now, let’s take a deep look at the structure of this screen
- 90. What you will find out is the following
- 91. These 2 design elements navigates you exactly to the same screen
- 92. And, these 2 design elements navigates you exactly to the same screen
- 93. And, these 2 design elements also navigates you exactly to the same screen
- 94. And finally, these 2 elements navigates you to 2 screens with different layout, although, the same navigation bar item is marked as selected
- 95. 2 1 This design element (1) navigates you to the other screen (2). The confusion happens here because they didn't remove the navbars from the inner screens
- 96. IPN Navigation Too much replication lead to unorganized content Collect Money Send Money Send Money Again Collect Money Again Services More Menu Manage
- 97. One more thing, IPN does not provide any app tutorial or something similar for new joiners and since the app is designed for a very large and diverse customer segment, it was a must
- 98. Now Let’s send some money
- 99. Last time, our friend Omar from Telda Audit regretted that he returned the money
- 100. So this time I will send the money to my dad
- 101. Click
- 102. There are 4 methods to send money. I will chose the “mobile number” method
- 103. I don’t know about you, But I used to send money using the recipient’s bank account number not his/her phone number. I don't know if this is something possible with the usual transfer from the bank
- 104. IPN doesn't mention anything related to this issue neither in the phone number placeholder nor in the tooltip
- 105. Type phone number
- 106. Type amount
- 107. As it is always said, the devil is in the details. So I decided to try something a little evil
- 108. What if I tried to type a number consisting of 4 digits or more
- 109. In less than 2 seconds, can you guess what is this number?
- 110. I bet it took you more than 2 seconds to know the number and you might even had to count the number of the digits as I did
- 111. Now, Can you try again? Modified Version
- 112. How long did take from you to know the number this time? Much shorter right? I think you got my point Now, Can you try again? Modified Version
- 113. Click
- 115. This screen is too busy to be a confirmation screen as the user's main goal is to confirm the transaction only
- 116. This screen is too busy to be a confirmation screen as the user's main goal is to confirm the transaction only We will talk more about that in discussion section below
- 117. Click
- 119. This is the best place to suggest adding the recipient to the favorites
- 120. This is the best place to suggest adding the recipient to the favorites This is what’s called in the product world the Aha moment, when the user realizes the key benefit of the app
- 121. It’s all about making the experience faster not only on the function level but also, on the user experience level. isn't it?