Experience Researcher, Interface Snob,
Breakfast Taco Addict.

Utilities App

Project Description

A bank in El Salvador requested an app for merchants that provided new sales opportunities for small business owners, and integrated with the bank’s administrative portal.

My Contribution

I prepared Spanish-language surveys, interview questions for contextual inquiries, designed and tested paper prototypes for the banking app. I spent two weeks in San Salvador conducting contextual inquiries, interviewing small business owners and their customers alongside representatives from the bank. During the second week, I returned to the most interested business owners to test the paper prototype for the app. With each day’s feedback I iterated on the design until there were few usability errors.

I analyzed the data I collected and presented my research findings, proposed solutions, and an app prototype to the bank. I continued improving the screen designs with feedback and guidance from other UX colleagues.

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After learning from my first
trip that many customers
had low literacy levels, I
used an image-heavy survey
to capture both customer
and merchant information.

Image Surveys
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I relied on this map to
facilitate communication
with the team in El Salvador
about features and flows we
had or needed to discuss.

IA Diagram
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After multiple iterations, I
landed at this home screen.
Several rounds of testing
and revisions showed it
tested best with users.

App Home
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This screen started as
a series of four screens.
During testing, I quickly
discovered that these
are power users who
prefer to complete
several steps at once.

Airtime Top Up
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From this screen, a merchant
can pay a delivery driver from
her/his phone, see the account
balance, and the other drivers
on the account.

Pay Delivery Driver

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