Papaya payments
Enhancing User Retention and Security with Privacy Protection
Papaya processes over a million bill payments each year. However, we noticed that a significant number of users weren't returning to the app after completing their payments. In response, we introduced a Privacy Protection service designed to remove personal information from dubious websites, reducing users' exposure to robocalls, spam, and other potential threats.
This strategic addition not only led to improved user retention but also instilled a greater sense of trust and security among our customers.
Role
Senior Product Designer
PLATFORMS
iOS, Android
Responsibilities
All aspects of the design including product strategy, user research, wire-framing, journey mapping, prototyping, design specs, and visual design.
understanding Existing Privacy Solutions
We chose Privacy Protection as the initial add-on service for testing. To understand the shortcomings of existing experiences in the same space, I conducted a competitor audit, closely engaging with users to uncover their challenges and concerns with these offerings.
1. Unclear Removal Process Duration: Users frequently encountered confusion regarding the duration of the removal process, leading to frustration.
2. Desire for Confirmation: Users expressed a strong need for confirmation when their information had been successfully removed from questionable websites.
3. Ambiguity in Service Effectiveness: Even after revisiting the app, users often struggled to determine whether the service was effectively working, sometimes waiting for days with no visible progress.
Ideating an Intuitive Enrollment Flow and Transparent Dashboard
During ideation, we focused on two main elements: simplifying sign-up and creating a clear dashboard. In the sign-up process, our goal was to convey the benefits of enhanced online privacy and security while ensuring user-friendliness. In the dashboard, we aimed to provide users with transparent insights into the removal process, enhancing their overall experience.
providing clarity in the experience
We conducted several rounds of usability tests to iteratively improve our prototype. These tests provided valuable insights, leading to notable enhancements to the dashboard.
In response to user feedback, we removed the risk bar and introduced dynamic status indicators for real-time updates during the removal process. We also shifted our focus from quantity metrics to providing users with a clear understanding of what information of theirs had been successfully removed from websites.
Privacy protection
The final design aimed to create an immersive and informative visual experience. This experience aligned seamlessly with the Papaya’s identity while effectively conveying the importance of online privacy and security in today's digital landscape.
Illuminating Vulnerability with the "Scan" Phase
During the "Scan" phase, we made it clear if a users' personal information was exposed and at risk. The visual design served as a powerful tool to make users acutely aware of these threats and why taking immediate action was important.
Providing Transparency in the "Dashboard"
Within the "Dashboard," our primary objective was to offer users real-time progress updates. This feature not only showcased a users journey but also instilled confidence in the effectiveness of our Privacy Protection service.
