Intuit Wallet Mobile App
Before Apple Pay & Android Pay launched, Intuit's Design Innovation Group hired me as a UX consultant to research & design 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.
The project lasted 6 months and included myself & a dedicated user researcher. Our high-level process included the following key tasks:
Discovery & Research
The first phase of the project started off with requirements gathering, an internal research review and a competitive UX audit. We also conducted 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 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 organization approach. Typically based in order of usage priority.
- Not always rational. Most economical payment method not necessarily 1st choice.
- Paper receipt woes. Receipts, reconciliation and returns are always a hassle.
- Concerns. Mobile wallet 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. (Note: At the start of the project we were originally going to focus on iOS, hence the sketches below. Partway through the project Google released a new phone with NFS capabilities which led us to shift focus to Android.)
Post Research Explorations
After the user research I revised the design goals and created dozens of explorations to meet these goals.
- Allow user to see all of their cards rather than just showing primary or recommended.
- Only display the most essential card info on initial view; provide easy access to non-essential card info.
- Incorporate visual elements to help user identify card (e.g., card logo).
- Highlight user content, minimize UI & leverage touch as much as possible.
Below are some of the post research design explorations.
Final Wallet Organization Concept
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. Additional notes:
- Structure: We decided to focus on credit & debit cards. Given that the average American consumer has 3-4 credit cards, the stacks & sections concepts above ultimately seemed unnecessary.
- Touch: Users could single tap to select a card for payment and tap-and-hold to rearrange cards.
- Search: Users could search across all receipts generated by the cards.
- Contextual Info: Expiration info would be surfaced as needed in a timely manner.
Final Payment Flow
After choosing a card, 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.