Contract work
Paisley
Improving the onboarding experience to boost user adoption for a fintech app start-up.
Contract work
Paisley
Improving the onboarding experience to boost user adoption for a fintech app start-up.
Contract work
Paisley
Improving the onboarding experience to boost user adoption for a fintech app start-up.
Timeline
3 months
Sep-Dec 2024
Company
Paisley
Role
Founding Product Designer
Team
Q, Developer
Shoaib, Developer
Timeline
3 months
Sep-Dec 2024
Company
Paisley
Role
Founding Product Designer
Team
Q, Developer
Shoaib, Developer
Timeline
3 months
Sep-Dec 2024
Company
Paisley
Role
Founding Product Designer
Team
Q, Developer
Shoaib, Developer
Context
Improving the proof of concept for user adoption
Paisley is a B2C fintech start-up revolutionizing how people split payments. The team had developed an initial proof of concept but needed to refine the app to better meet user needs and drive adoption.
I joined the team to refine onboarding and optimize the user flow, driving growth and engagement.
Context
Improving the proof of concept for user adoption
Paisley is a B2C fintech start-up revolutionizing how people split payments. The team had developed an initial proof of concept but needed to refine the app to better meet user needs and drive adoption.
I joined the team to refine onboarding and optimize the user flow, driving growth and engagement.
Context
Improving the proof of concept for user adoption
Paisley is a B2C fintech start-up revolutionizing how people split payments. The team had developed an initial proof of concept but needed to refine the app to better meet user needs and drive adoption.
I joined the team to refine onboarding and optimize the user flow, driving growth and engagement.
Proof of concept.
Proof of concept.
Proof of concept.
Problem
Low adoption and inefficient onboarding process
User adoption was hindered by an inefficient onboarding process that required one-on-one meetings to guide users through the app, making it unscalable.
Additionally, the app's limited features and confusing interface made it difficult to retain users and drive widespread adoption.
Problem
Low adoption and inefficient onboarding process
User adoption was hindered by an inefficient onboarding process that required one-on-one meetings to guide users through the app, making it unscalable.
Additionally, the app's limited features and confusing interface made it difficult to retain users and drive widespread adoption.
Problem
Low adoption and inefficient onboarding process
User adoption was hindered by an inefficient onboarding process that required one-on-one meetings to guide users through the app, making it unscalable.
Additionally, the app's limited features and confusing interface made it difficult to retain users and drive widespread adoption.
Design Question
How might we streamline the onboarding process to improve user adoption and retention?
How might we streamline the onboarding process to improve user adoption and retention?
How might we streamline the onboarding process to improve user adoption and retention?
Solution
Paisley 2.0
A redesigned onboarding experience and intuitive visual identity.
Uncovering the Who, what, where, why, and how
Research
Uncovering the Who, what, where, why, and how
Research
Uncovering the Who, what, where, why, and how
Research
Who are the users?
Our primary users' relationships are built on trust
Paisley's users include partners, families, and roommates. These relationships are built on high levels of trust, which is essential for automatic bill-splitting.
The design needed to reflect these dynamics by:
Establishing trust and credibility through clear, intuitive interactions and a polished visual identity.
Simplifying the process of adding and inviting friends to reduce friction in adoption.
Highlighting transparency with features like detailed transaction histories to foster confidence in the app’s reliability.
Who are the users?
Our primary users' relationships are built on trust
Paisley's users include partners, families, and roommates. These relationships are built on high levels of trust, which is essential for automatic bill-splitting.
The design needed to reflect these dynamics by:
Establishing trust and credibility through clear, intuitive interactions and a polished visual identity.
Simplifying the process of adding and inviting friends to reduce friction in adoption.
Highlighting transparency with features like detailed transaction histories to foster confidence in the app’s reliability.
Who are the users?
Our primary users' relationships are built on trust
Paisley's users include partners, families, and roommates. These relationships are built on high levels of trust, which is essential for automatic bill-splitting.
The design needed to reflect these dynamics by:
Establishing trust and credibility through clear, intuitive interactions and a polished visual identity.
Simplifying the process of adding and inviting friends to reduce friction in adoption.
Highlighting transparency with features like detailed transaction histories to foster confidence in the app’s reliability.
Painpoints
What I learned from 3 user interviews
Painpoints
What I learned from 3 user interviews
Painpoints
What I learned from 3 user interviews
⏰
Long onboarding times
The lack of self-guided onboarding features in the UI left users unclear about how Paisley worked. The time-intensive onboarding process required one-on-one walkthroughs with users.
⏰
Long onboarding times
The lack of self-guided onboarding features in the UI left users unclear about how Paisley worked. The time-intensive onboarding process required one-on-one walkthroughs with users.
⏰
Long onboarding times
The lack of self-guided onboarding features in the UI left users unclear about how Paisley worked. The time-intensive onboarding process required one-on-one walkthroughs with users.
🎨
Confusing and unpolished UI
As a proof of concept, the app's design was functional but lacked thoughtful visual design. This led to user confusion when navigating the app undermining trust and credibility.
🎨
Confusing and unpolished UI
As a proof of concept, the app's design was functional but lacked thoughtful visual design. This led to user confusion when navigating the app undermining trust and credibility.
🎨
Confusing and unpolished UI
As a proof of concept, the app's design was functional but lacked thoughtful visual design. This led to user confusion when navigating the app undermining trust and credibility.
USER FLOW
Identifying critical touchpoints and key experiences
To prioritize the redesign, I mapped out user flows to visualize the journey from onboarding to everyday usage.
USER FLOW
Identifying critical touchpoints and key experiences
To prioritize the redesign, I mapped out user flows to visualize the journey from onboarding to everyday usage.
USER FLOW
Identifying critical touchpoints and key experiences
To prioritize the redesign, I mapped out user flows to visualize the journey from onboarding to everyday usage.
Designing through feedback loops
Design deep dive
Designing through feedback loops
Design deep dive
Designing through feedback loops
Design deep dive
Design decision
Multi-step onboarding to reduce cognitive overload
The original onboarding screen displayed all form inputs on a single page, which overwhelmed users.
The new flow breaks each input into separate steps. While this results in more clicks, the tradeoff enhances usability by reducing cognitive load and making the process feel more manageable.
Additionally, the updated flow includes a payment setup step, which ensures users are ready to fully engage with the app from the start. This step is now a required part of onboarding to streamline future transactions.
Design decision
Multi-step onboarding to reduce cognitive overload
The original onboarding screen displayed all form inputs on a single page, which overwhelmed users.
The new flow breaks each input into separate steps. While this results in more clicks, the tradeoff enhances usability by reducing cognitive load and making the process feel more manageable.
Additionally, the updated flow includes a payment setup step, which ensures users are ready to fully engage with the app from the start. This step is now a required part of onboarding to streamline future transactions.
Design decision
Multi-step onboarding to reduce cognitive overload
The original onboarding screen displayed all form inputs on a single page, which overwhelmed users.
The new flow breaks each input into separate steps. While this results in more clicks, the tradeoff enhances usability by reducing cognitive load and making the process feel more manageable.
Additionally, the updated flow includes a payment setup step, which ensures users are ready to fully engage with the app from the start. This step is now a required part of onboarding to streamline future transactions.
Paisley 1.0
Paisley 2.0
Design decision
In-app education to guide user behavior towards the ideal path
To guide users along the ideal path, I added a CTA banner on the home screen following account creation. This banner highlights the Paisley card, a key step in the user journey that enables them to start using the app for payments. Positioning this prompt front and center minimizes confusion and directs users clearly to the next essential action.
Design decision
In-app education to guide user behavior towards the ideal path
To guide users along the ideal path, I added a CTA banner on the home screen following account creation. This banner highlights the Paisley card, a key step in the user journey that enables them to start using the app for payments. Positioning this prompt front and center minimizes confusion and directs users clearly to the next essential action.
Design decision
In-app education to guide user behavior towards the ideal path
To guide users along the ideal path, I added a CTA banner on the home screen following account creation. This banner highlights the Paisley card, a key step in the user journey that enables them to start using the app for payments. Positioning this prompt front and center minimizes confusion and directs users clearly to the next essential action.
Paisley 1.0
Paisley 2.0
Design decision
Implementing a design system
The original app lacked visual polish and cohesive UI design, so I created new components, typography scales, and color palettes to establish visual consistency. This design system not only improved the overall aesthetic but also ensured a more cohesive and user-friendly experience across the app.
Design decision
Implementing a design system
The original app lacked visual polish and cohesive UI design, so I created new components, typography scales, and color palettes to establish visual consistency. This design system not only improved the overall aesthetic but also ensured a more cohesive and user-friendly experience across the app.
Design decision
Implementing a design system
The original app lacked visual polish and cohesive UI design, so I created new components, typography scales, and color palettes to establish visual consistency. This design system not only improved the overall aesthetic but also ensured a more cohesive and user-friendly experience across the app.
Reflection
My first experience at a start-up
As the sole designer at a start-up, I quickly learned how to balance multiple responsibilities—from conducting user research to designing and implementing features. A challenge was socializing design thinking methods and advocating for user-centered design. I had to align the team on the value of iterative design and research, which taught me how to collaborate with non-design team members.
I particularly enjoyed working closely with users during the research phase. Directly interacting with them gave me invaluable insights into their needs and pain points, allowing me to create designs that genuinely improved their experience and adoption of the app. Additionally, I learned to tie my design decisions to the company’s OKRs, ensuring that my work not only contributed to a better user experience but also aligned with broader business objectives.
Reflection
My first experience at a start-up
As the sole designer at a start-up, I quickly learned how to balance multiple responsibilities—from conducting user research to designing and implementing features. A challenge was socializing design thinking methods and advocating for user-centered design. I had to align the team on the value of iterative design and research, which taught me how to collaborate with non-design team members.
I particularly enjoyed working closely with users during the research phase. Directly interacting with them gave me invaluable insights into their needs and pain points, allowing me to create designs that genuinely improved their experience and adoption of the app. Additionally, I learned to tie my design decisions to the company’s OKRs, ensuring that my work not only contributed to a better user experience but also aligned with broader business objectives.
Reflection
My first experience at a start-up
As the sole designer at a start-up, I quickly learned how to balance multiple responsibilities—from conducting user research to designing and implementing features. A challenge was socializing design thinking methods and advocating for user-centered design. I had to align the team on the value of iterative design and research, which taught me how to collaborate with non-design team members.
I particularly enjoyed working closely with users during the research phase. Directly interacting with them gave me invaluable insights into their needs and pain points, allowing me to create designs that genuinely improved their experience and adoption of the app. Additionally, I learned to tie my design decisions to the company’s OKRs, ensuring that my work not only contributed to a better user experience but also aligned with broader business objectives.