Hey guys, the Sprint is over, thanks a lot for your time! ****Before I go into the user feedback, here is the link to the prototype:

https://www.figma.com/file/p5XSruYb8RKgXbQshxSkAc/Ramp-Instant-Sprint-2?node-id=2182%3A0

Quick Recap

Based on the Sessions on Wednesday in Miro we were able to aggregate all necessary fixes for the prototype and make sure to address the biggest problems as outlined below.

This prototype was shown to four people in total:

All of the participants have an understanding or experience in the crypto-currency or blockchain areas.

Summary

Overall, the improvements we made were very helpful. The flow is incredibly solid, several mentioning it as very easy to navigate. One tester mentioned that the ease of use reminds him of Coinbase. There were a few issues with copy and consistency, but they can all be fixed easily.

Sprint Goals and Recommendations

Here are a few of the research questions we worked around and suggestions for potential improvement:

  1. Can we add in more payment methods?

    Yes, but each payment method brings its peculiarities.

    Currently, we've done a great job of placing the payment method in the right position and made it very clear how it works. The credit card payment flow is flawless, although it did bring up two very important points:

    1. Credit card payments are known to be much more prone to fraud and banks trusted more.
    2. We did mention fees, but they should be announced much earlier in the process to aid people in making a decision which payment method to use.

    Recommendations:

    1. Placing a disclaimer on the screen where users enter their credit card details that they are being transferred securely usually calms people down and makes them feel like their credit card details are safe. This might be enough to keep them thinking about the possibility of credit card theft.
    2. When selecting the "different payment method" from the list, we would suggest to show the fees right away, before they even need to enter the credit card details.

  2. Can we show the connection between connecting bank and payment?

    Yes, but we have to add more guidance.

    Transferring from the bank after connecting it is still an unusual process and needs to be properly explained before the flow ends. Because it is so easy to click through it, most people don't expect anything unusual to happen. Making them stop and think for a second (e.g. using a little hint or even a checkbox about what will happen) we could slow them down and educate about how the flow will end.

    The KYC process was still not obvious at all, although we skipped how it looks from the perspective of the bank. If it's skipped with credit card transactions under $250 USD, it would be helpful to mention it during the process.

    On another note, several testers were unsure about the ending of the flow. We did skip showing them a confirmation message/email, but it seems to be very important to define the content of a confirmation email to make the flow consistent.

    Recommendations:

    1. Add a little hint "You will have to make the transfer manually" before they connect their bank account could clear up and prepare users for an unusual flow. It might also make them reconsider the payment method at this point already.
    2. When paying with credit card, we suggest adding a short line of text that KYC is not necessary for amounts lower than 250$.
    3. A confirmation email should pick users up right after they paid with a credit card or received their bank details, explain them where their money is and highlight what will happen next. The content should be:
      1. Where the money they transferred is
      2. What they should do next (wait for a certain amount of time, etc.)
      3. What happens when the transaction is finished

    Once these points are addressed, the flow will feel complete and have a solid ending.