Several years before Apple Pay launched, Intuit's Design Innovation Group hired me as a consultant to research & develop mobile wallet design concepts. The primary goal of my work was to help the larger company visualize mobile wallet possibilities and for Intuit to then dedicate a team to build a full fledged product. My high-level process included the following key tasks:
The first phase of the project involved ethnographic research with 8 prospective users. Our goal was to deeply understand consumer behaviors, attitudes, and activities around topics related to the mobile wallet concept. We planned to use the research findings for brainstorming, ideation, and concept development. Key findings:
• Wallet vs. Phone. Wallets end up in drop-zone at home but phone is constant companion.
• No single wallet organization approach. Typically based in order of usage priority.
• Not always rational when choosing payment method. Most economical not necessarily 1st choice.
• Paper receipt woes. Receipts, reconciliation and returns are always a hassle.
• Concerns. Solution must work with current systems & have compelling value add.
Concept Explorations & User Testing
Our early wallet concepts focused on providing value add by offering payment recommendations but the ideas missed the mark. During our user research many issues arose around privacy, flexibility, and personalization.
Final Wallet Organization Concept
To address the issues that surfaced during our user research, for the final wallet concept we made sure users could see all their cards and that only the most essential card information would be shown, e.g., bank and logo.
Final Payment Flow
After choosing a card from their wallet above, users could wave their phone over the checkout terminal (via NFC) to initiate the payment process.
Final Wallet Setup Flow
The goals of the wallet setup flow were to be flexible, smart & forgiving. Allowing users to get started by simply taking a photo of one card made the process fun and meant there was a low barrier to entry.