Monnify SUS report

https://docs.google.com/document/d/1IJSsiOfUI6HE8F8_SOF7Xuc0oS7dTuSG-O8YZwqNhb0/edit?pli=1

A tech business owner that collects payment on via their mobile app

Funds withdrawal from wallet

This journey was selected because Merchants frequently withdraw funds settled to their wallet.

Business owner who runs an online academy, they allow potential students to pay for their courses online

Web Checkout using Card and Transfer

Checkout is one of our primary products this allows merchant to give their customers the ability to make payment online or in-app using different payment methods

An operations manager whose job is to ensure that online payments are always available for their customers

Create and activate Monnify account

This journey is crucial because a smooth onboarding process increases user conversions and can turn new users into long-term customers.

An operations lead that ensures all customer transactions are accounted for weather failed or completed transactions

Transactions Search

An efficient transaction search helps merchants quickly resolve customer issues, making it easier to locate missing transactions and maintain customer satisfaction.

You have been settled for transactions collected via online payment.

How would you withdraw those funds from your wallet?

You just finished selecting the sofa you want from the Furniro online store, and it's time to check out and make a payment using your card.

How would you pay using your bank card?

You just finished selecting the sofa you want from the Furniro online store, and it's time to check out and make a payment using your transfer.

How would you pay using you Transfer payment method?

You are a business owner and about to launch your online store, but you need a payment gateway. You have decided to go with Monnify. 

You are required to create your Monnify account.

As a business owner, you need to search for a transaction made by a customer.

You are required to search for a failed transaction, with a reference number, payment method as Card and amount is 25,000 naira.

How would you do it?

Funds withdrawal from wallet - 17
Web Checkout using Card and Transfer - 10
Create and activate Monnify account - 11
Transactions Search - 2

• Business Owners

• Tech entrepreneurs

• Operations Managers

• Familiar with online payments

• Tech Savy

The participants included both existing customers and potential customers, and they were randomly selected based on their willingness to take part in the tests.

Chinedu

35

SME owner (fashion retail)  

Moderate

Uses mobile banking apps (GTBank, Access Bank) for daily transactions and a POS terminal for customer payments. Prefers platforms that offer quick, reliable transfers and clear transaction histories.  

Android phone (Tecno Camon 16) 

Chinedu heavily relies on his POS terminal for business operations and uses fintech apps to track transactions. He is often frustrated by network downtime with POS systems and values transparency in fees. Easy-to-read transaction reports and the ability to quickly reconcile daily sales are critical for his business.

Halima

27  

Market trader

Low

Uses mobile money apps like OPay and PalmPay for personal savings, transfers, and accepting payments from customers. Not particularly tech-savvy, but uses these services due to their ease of access and lower transaction fees compared to traditional banks.

Android phone (Infinix Hot 10)

Halima needs simple, straightforward fintech solutions with minimal steps to complete transactions. She values reliability, especially when receiving payments from customers. She finds features like SMS confirmations and immediate access to funds critical for trust in the service.

Tunde

40

Corporate accountant (mid-sized firm)  

High

Uses digital banking platforms and business fintech solutions for managing payroll, supplier payments, and invoicing. Regularly interacts with multiple banking platforms for business transactions.  

Windows laptop, iPhone 13

Tunde requires fintech solutions that streamline business transactions and offer integration with accounting software. He values features like automated invoicing, bulk payments, and detailed reporting, but he finds it frustrating when banking platforms lack API integrations with their business software. Efficiency and robust security features are critical for business operations.

Amaka

22

NYSC corp member (service year)  

High

Primarily uses personal banking apps like Kuda and ALAT for saving, budgeting, and personal transfers. Also utilises fintech apps for peer-to-peer transfers and mobile payments.

Android phone (Samsung A32)

Amaka prefers fintech apps that offer budgeting tools and savings features. She values gamification and rewards systems, such as cashbacks and referral bonuses, to increase engagement. Her main frustration comes from long transaction processing times or unexpected app downtimes. Security and user-friendly onboarding are important factors for her trust in the app.

Babatunde

50

POS operator  

Moderate

Relies heavily on mobile money apps like Paga and Moniepoint to run his POS business, facilitating cash withdrawals, deposits, and transfers for customers. He also uses traditional banking apps for reconciling the daily balance.

Android phone (Itel A56)

Babatunde’s biggest concern is the reliability of the fintech app or platform, especially in high-traffic areas. He prefers platforms with low transaction failure rates and quick settlement times. Instant customer support is crucial when POS systems encounter issues, and he values platforms with lower transaction fees.

85.9

31.42s

67%

96.7

32.8s

89%

96.7

57.42

88%

91.9

37.7s

83%

91.9

3m 39.0s

60%

95

35.3s

67%

• The USSD prototype had issues where user screen didn't move to the next activity after completion

• Users had issues with the prototype not loading which led to drop-offs.

• Users felt the CTA button colors stood out and that was helpful in locating the CTA’s`

• The progress shown in percentage was helpful as it made the user realize they where close to completion.