Company: Connect Group, Lesaka

Summary: We are currently manually providing clients with device-related updates (such as the daily summary for the ATMR) via whatsapp. This is time and labor-intensive, and allows for human error. It also creates an unprofessional image, as Whatsapp is primarily used for social media.

We need to provide automated updates to clients in order to improve business efficiencies. Clients need a way to monitor their devices on-the-go and receive alerts to allow them to take action. The addition of push notifications and messags, allow our clients to be alerted on time, and have a runing history of device performance updates and other relevant and important information. 

PROBLEM STATEMENT

Providing clients with manual updates is costly for the business in times of time and money. It also allows for human error (ie not sending the clients their daily updates). 

Customers also need to receive timely notifications about important events related to their accounts and devices and take action as soon as they can in order to manage their device optimally.

A new notification system that is reliable, efficient, and customisable will increase customer satisfaction, reduce customer churn and improve customer engagement.

RESEARCH

CUSTOMER JOURNEY

The MVP aimed to focus on the usage part by allowing the user to optimise how they use their ATMR/vault device. By receiving relevant and up-to-date alerts, they can take action quickly, without relying on opening up the app and viewing other screens.

We looked at various banking platforms and did a feature comparison to have an idea of what's in the market. This helped us build our MVP

PUSH NOTIFCATIONS - CONSIDERATIONS

I researched into the nature of push notifications, to gain an understanding of how they work. I learnt that not all push notifications are the same, and we can customise them depending on the urgency. For example, lower level urgency notifications may not need a push notification at all, and we can consider other platforms or just a message. 

A more urgent notification (for example your ATM device is nearing capacity) may require a visual push notification as well as a sound (ping) and light alert (LED flash). We used this information to prioritise our notifcations in terms of urgency levels, and once types of notifications are implemented after the MVP, we will then catergorise them and how they are shown/delivered to the users in by their level of urgency.

USER FLOWS

For the MVP, we have a basic happy and negative flow scenario. For the happy flow, a user will enable push notifcations immeditely. If not, they will be prompted 3 more times after logging in and interacting with the app. They will then need to enable push notifications from their phone settings. Whether or not push notifications are enabled, all users will still receive messages in their inbox. 

Post-MVP, and when there are more than one category of messages, we can apply priority levels (passive, active, high) to the message groupings so users will know the difference between a message that doesn’t need action and is informational/low-priority vs a message that is time-sensitive and needs immediate attention and action from them.

CONCEPT

WIREFRAMES

MESSAGE GROUPINGS

Initially, we were going to show the total number of new messages in the main menu. However, it can overwhelm the users especially when there are more message groupings and many new messages. We decided to only display the number of new messages per message category.

WIREFRAMES - SETTINGS

While the MVP only started with ATM messages, we also needed to consider settings for the other groupings. I used a progressive disclosure pattern to only display the relevant information, to avoid information overload for the user. 

COPY

Another main aspect of this project was the copy for the push notifications and messages themselves. I owned this piece of work by creating the copy, and documenting all the scenarios (with examples of the Figma design) in Confluence. The copy had to be clear, concise and easy to understand. We also included more sensitive information only in the copy of the full message (available after login) rather than the push notification.