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.
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.
After learning from my first I relied on this map to After multiple iterations, I This screen started as From this screen, a merchant 
trip that many customers
had low literacy levels, I
used an image-heavy survey
to capture both customer
and merchant information. Image Surveys
facilitate communication
with the team in El Salvador
about features and flows we
had or needed to discuss. IA Diagram
landed at this home screen.
Several rounds of testing
and revisions showed it
tested best with users. App Home
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
can pay a delivery driver from
her/his phone, see the account
balance, and the other drivers
on the account. Pay Delivery Driver
