PayMe for Business

* Work in progress, therefore processes, artefacts, and data cannot be shown due to Non Disclosure Agreement.

Open for business

PayMe is an online platform that connects local businesses to community of over one million Hong Kongers.

The challenge

With the mobile payment landscape in Hong Kong becoming increasingly competitive, HSBC seized the opportunity to re-establish it's leadership and reconnect with their customers via an online platform that is aimed to help businesses and local entrepreneurs.

‍Research

Qualitative customer research was at the core of the whole design process - starting with establishing a deep understanding of our users's pain points and the role the app plays in their daily lives.

First thing we did was to conduct a workshop that tested the preliminary redesign of PayMe's UX and UI by showing these to consumers and getting their feedback.

We utilise a design process that allows for us to continually improve and iterate the design, grounded on clear consumer feedback, to ensure that the app matches users’ expectation when it comes to experience and usability.

“Businesses find it difficult to market & acquire new customers”

“Don’t have a real-time view on business performance.”

“Not easy to access to alternative payment methods”

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The main outcome of that workshop was a clear understanding of users' expectations that helped define the overall design direction for PayMe for Business. For that task we used Attribute Cards so we could gauge their expectations without showing them design direction to minimise distractions and bias. We then showed them design references and asked them to describe the references using the cards to help us understand what they meant visually when they say “Simple”, for example.

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