To design an experience of obtaining a digital signature via portable PACI kiosk that could come to any location in the city wherever the users are.
NBK Weyay
PACI digital signature
At A Glance
My Role
UX designer
Approach
Benchmarking, User Flow, Low-fi prototype
Context
client's project
1 week
To design an experience of obtaining a digital signature via a portable PACI kiosk that could come to any location in the city wherever the users are.
Overview
In order to apply for a loan in Kuwait, customers would have to have a High level Authentication in the Kuwait Mobile ID app (think of it as a national digital identity app). Which eventually means having a digital signature to sign their loan application (local legal compliance).
To have a digital signature added to a KMID app, customer would have to go to a physical PACI* kiosk in a number of locations in Kuwait to obtain one, which is compromising a fully digital application journey.
Current flow
Challenge
Usability
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It's hard to find a kiosk on the location, because it's always hidden and hard to locate
Potential
Competitor
20 of kiosks in Kuwait are located in rival banks, so not ideally to lead customers there
Inconvenience
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There are only 6 kiosk left in Kuwait we can use which is not convenient for users
Opportunity
Introduce a portable PACI station inside of vans that could come to a customer address to issue a signature and reduce the bottleneck of the journey.
Brief
To design an experience of obtaining a digital signature via portable PACI kiosk that could come to any location in the city wherever the users are.
Timeline & Milestones
Key considerations
Integrate the experience within the current application flow
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Consider all the necessary steps that are required for the experience: Choose your preferred location, order a kiosk to location, track the kiosk, find the kiosk on location
Articulate the design solution in a number of screens / interactions
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To learn from the best-in-class examples...
Before trying to get my hand dirty on any design work, I need to look at how other products out in the world provide similar service and learn from these best examples that might be helpful for my brief
Uber-Ride
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Time default is ‘now’
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Have a flexible option for reservation
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Confirm location on the map skipping manual input
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Status bar informing what stage users are at
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Show different states of the driver according to distance
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Flexible pick-up point change while waiting
Gorillas
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Customised delivery instruction
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Keep users informed the different stages of the prcess
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Order contact appears when the food is being delivered
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Deliveroo
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Flexible change of selected timeslot
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Preview of the location on the map
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Current location as default but provide flexible change
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Location adjusting on the map
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Additional instructions for the rider
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Estimated arrival time
Ideation
The initial user flow I designed is not working perfectly, considering more details, so I try to iterate this flow with some key enquiries
What if users don't want to order a kiosk now?
What if users want to change to another time slot before confirmation?
What would affect users' decisions on ordering now?
How do we inform users that the signature obtained works?
What location would users use when they try to order a kiosk?
Do users know what to do after they obtain the signature?
Does the app have access to the user's home address/current location?
What if users fail to find the kiosk or don't want to proceed when halfway through?
User Story
To break users needs down to specific actions
When I...
I want to...
Situation
need
so I...
expectation
before i get started
before confirming my order
know how this authentication works
see if it's possible to change the timeslot
will be sure of what to do and won't be too confused
can change it to another time if i have other plans
order the kiosk now
make a reservation
made a reservation
wait for the kiosk
use my current location
see how many kiosks nearby
use my home address/current location directly
have a reminder
leave the page then get back at it later
know where the kiosk is and the estimated arrival time
I can't find the kiosk
get the signature
contact the driver
know if the signature works
get the signature right here
see if it's convenient to do it now
don't have to input address manually
won't forget about it when kiosk comes
can do something else while I'm waiting then check the process when I want to
can do something else while I'm waiting
can find the kiosk
can proceed with the loan application
Final Solution
Order now
Make a reservation