About me
KOHA
Design a digital fundraising platform to support the community. Launched July, 2024.
Teardown analysis
Semi-conduct interview
Usability testing
Behavior insight
Ideation workshop
High fidelity prototype
Ideation Workshops
User interface design
This is a academic-business collaboration project.
Delivered a polished prototype, using a combination of behavioural insight, implementation, and group ideation sessions.
The project was successfully launched in July 2024.
Koha is a progressive web app designed to support local communities by facilitating the giving, receiving, and managing of koha (donations).
The Koha product team had already built a beta version and planned to launch the Koha app in six months. The client wanted to make sure the flows are seamless and intuitive to new users
Lengthy sign-up process
Based on the teardown, we found that the sign-up process has 12 steps, including bank account setup and SMS verification. Koha has more steps than most of the competitor products.
Insufficient introduction
We also found that there needs to be in-app company information to disclose what the service is. The “About Us” page has been built as a separate site and is currently inaccessible from the Koha app.
To ensure quality feedback from long testing steps, participants will need to make two attempts in each task.
Initially, a screen-based application was provided. After the participant completed the task, another paper-based application was provided for the second attempt and further conversation.
Screen-based
A more natural way that gives users the freedom to explore by themselves.
Paper-based
A tool kit for both researcher and participant to make further conversation easier.
You love swimming and have joined the local swimming club for years. The community swimming pool is aged. You want to set up a fundraiser for the improvement. You and your group, Aqua Club, are interested incontributing to the cause as a group.
Task - Create a new account
Observe participants’ behaviour and attitude of Stripe setup
Task - Setup an event
Can participants navigate through the events landing page?
Task - Contribute $100 as a group
Does participant understand the term “group koha”?
The instructions given to users regarding “Connect Stripe” were unclear, which make users hesitated.
Participants tended to select “Connect to Stripe,” either because they were uncertain about its necessity or assumed it was required to proceed to the next step.
We found that...
Participants follow the system default steps but seek an exit before completion
because
alternative options were not provided upfront, and participants were unsure if numerous setup were necessary. This information gap lowered their confidence and discouraged process completion.
Participants feel that understanding the context around the entry links and QR codes is important for them to feel comfortable clicking or scanning.
Participants find that the verification process has too many questions or takes too long, and some feel that they want to stop filling it out.
We found that...
Finding a balance between digital security and a swift process is crucial to users.
because
either lengthy verification procedures or a lack of comfort in trusting the service can discourage user from completing registration.
We introduced the Open Graph to display the event title, description, and image. This approach allows users to understand the purpose and expected actions needed when they receive a Koha link.
Without this information upfront, users might hesitate to click on the link, even if shared by friends, due to concerns about potential scams.
Split the long fill-in form (step 3) into two pages, and add a stepper indicating personal and organisational information.
We opted to postpone the bank account (Stripe) setup to a later stage. This decision was stemmed from the understanding that too many sign-up steps discourage new users who seek autonomy to explore the service quickly. Bank account setup can be introduced when necessary during the creation of one's own fundraiser event.
Considering the progressive web app (PWA) 's cross-platform compatibility, reserving space for a static back button is essential to avoid solely relyingThey can function like mobile apps or regular websites depending on how you access them on the browser's back button.
This ensures that no matter how users access the Koha application, whether through the app or a browser, a static back button can be easily found, giving them more autonomy to explore the service.
Note: PWA is like a combination of websites and mobile apps. Depending on how you access them, they can function like mobile apps or regular websites. The essential advantage is that users don't need to download or install them.
Spark innovation
To create a safe space for teams and the client to spark innovation, I began by sharing our research findings, insights, job stories, and design principles. This helped everyone understand the design challenge clearly before diving into solutions.
High fidelity, as close to real
The prototype was delivered to pitch the concept and was used for product evaluation iterations.
Finding the right balance between profoundly understanding the problem and conducting just enough research was challenging in this project. We began by identifying pain points with the existing product and studying successful features in competitor products.
This approach helped us stay focused and work efficiently. Still, it also meant we overlooked the rich cultural value the Koha app could bring users, particularly within the Māori context. Conducting stakeholder interviews earlier would have given us the opportunity to delve deeper into Māori cultural values and integrate educational aspects into the service.
