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Capitec Pay 

Capitec Bank, 2021-Present

Capitec Pay is a new payment solution offered to Capitec Bank clients and is currently live on selected platforms. Capitec Pay offers a "one-click" pay solution which is not only quick and simple to use but also extremely safe. 

This project is live on selected platforms and testing is ongoing. Not all detail regarding next steps are included in this section due to confidentiality. 

Project Brief

The Prototyping and Innovation team was tasked with designing and testing a  new feature: Capitec Pay. This feature would need to allow Capitec clients to make online payments faster and safer using a one click pay solution. We had to do an experiment to see the feasibility of such a solution. The team had to create mockups which will be used for testing during the usability tests and we also had to create mockups which will then be used for demo purposes to our prospective partners for this feature. 

The Team & My Role

The team consists of a Research Lead, Business analyst and a UX designer. I was the UX designer on this project and I was responsible for designing the “mock” logo, designing the prototypes. The BA and I were responsible for conducting the user testing and documenting the findings of these tests which we then presented to the stakeholders. 

User Testing & Validation

1. Pre-assumptions

Before we conducted the user tests we compiled a list of assumptions we (and the stakeholders) had on the solution and how users would react to such a solution. Some of these assumptions were:

  • Users are frustrated by inconsistant online checkout experiences;

  • Users don't feel safe storing card details on websites;

  • Users want an easier way to pay bills online; 

  • Users make use of "screen scraping" solutions because they think it's convenient and safer. 

2. Objective

​​Our main objective was to test whether users would click on the Capitec Pay option when presented in a checkout flow. I designed a checkout flow simulating an online shopping experience. We also wanted to see how users would react to specific wording, the logo and how whether or not users feel safe using this option.

  • Test whether users click on Capitec Pay;

  • How do users react to different wording and logos; 

  • Get feedback on why or why not they make use of the solution;

  • Validate or invalidate the assumptions;

3. Who's the users

The user testing consisted out of two rounds of testing. We conducted a first round of testing with 6 users from different backgrounds, all tests were done remotely. Round two was 6 different users all from different backgrounds and again remote testing. The users were asked pre-test questions to get more information on the following aspects that we required from them:

  • Are they a Capitec Bank client;

  • Do they use of the app and how often;

  • Level of knowledge on online shopping or online payments.

4. User testing outcomes

Positive Outcomes

  • A large % of users did click on the solution without prior marketing;

  • Users liked how easy it was to complete the payment;

  • Making use of the cellphone number is easy.

Negative Outcomes

  • Safety was a concern for most users. Even through payments need to be approved by the user on their Capitec app users still had safety concerns.

General Feedback

  • Users are not concerned with saving their card details on websites; 

  • Users do not understand the concept of "screen scraping"; 

  • Education & Marketing plays a big role in how users few certain payment solutions. 

The Creation of the Prototypes

1. Designing / Building the prototype

The main prospective client was Pay@, therefore we used one of their clients platforms as the base for the prototype. We used DSTV's payment flow and on the payment screen I added Capitec Pay as one of the payment options. DSTV is a familiar platform to Capitec Bank clients as indicated by our prior research.

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