Pay who or pay how much?
I’m out having dinner with my friends and at the end of the night, one of them foots the bill.
If only he offered to pay for all our meals…
When it’s time to split the bill, I whip out my smartphone to send him money with PayLah!
- Open app
- Select ‘Pay’
- Find friend’s name to pay… Wait. Why am I being prompted to key in an amount first? (see flow below)
I wasn’t expecting to enter an amount first. I need to know who I’m paying first before I key in the amount. This part always trips me up because I naturally expect the first step of the process to be searching for a friend’s name.
Take the example of sending a message to someone. It could be an email, an SMS or maybe even a messenger pigeon. I have to identify who I’m sending the message to first before writing a message intended for the recipient.
Even the function of sending money to someone via PayNow on the DBS Bank app allows you to select a person first.
How can we improve the experience on the DBS PayLah! app?
- Ensure that “Selecting a recipient” is the first action a user should perform
- Highlight prioritised form field actions with accent colours and grey out secondary fields to encourage users to take certain actions first
With 2 simple UI tweaks, we can make sending money with DBS PayLah! a smoother process without disrupting the flow with unexpected app behaviour.
