Venmo is a popular transaction app commonly used in youngsters. In this project, we're trying to improve user experience of Venmo by studying user concerns and providing design solutions. We conducted the contextual inquiry and build affinity diagrams to immerse ourselves in the users' world to know their pain points, synthesize findings and drive insights. By analyzing data collected, we come up with design ideas and product concept.
Oct-Dec 2018 (7 weeks)
Design solutions to improve the user experience of the mobile transaction app, Venmo.
We recruited 10 participants to conduct contextual inquiry. The participants comprise adults in the age group of 20 to 39 from various education and occupational backgrounds.
With lots of complex and unstructured qualitative data from contextual inquiry, we built the affinity diagram. It's an inductive process of grouping affinity notes. The labels synthesize the findings and drive design thinking. We built the affinity diagram after interpretation sessions. To better keep track of all the data, we also built the digital version.
This is a data visualization created to represent how Venmo is used under different scenarios, environment and time frames in users' daily life. The model communicates the data and shows how a target activity is accomplished as people move through their world. We could then use it with the affinity notes to analyze user's pain points and come out with insights for potential product concepts.
In this project, I learned a lot on how to write research proposals, conduct contextual interviews, create affinity diagrams and experience models. With the step by step process, we came up with some unexpected results with confidence because we knew it's truly grounded in the user stories.
For me, the most important and difficult part is the interview. We need to capture and notice what could be the hints for gathering the data we're looking for, but in the meantime, we should guide interviewees to focus on project goals, which I found it hard to strike the balance. Besides, it would be better if we could dig out more "why" than "what" because that's where the insights come from. After all, users don't know what exactly they need and it's our responsibility to discover their real problems and reasons behind their behavior.