User Discovery Plan
- Oluwatimilehin Ogunyemi
Analytics
Overview:
The Account-to-Account Transfer Product aims to enhance the transfer experience for all Moniepoint's customers. The primary focus is on improving transaction efficiency, reducing friction during transfers, and addressing customer pain points. By understanding the customer journey, issues can be resolved proactively to boost overall satisfaction and retention.
Goals/Objective:
Primary Objective:
Improve the customer satisfaction rate with the transfer service.
Supporting Objectives:
Proactively resolve customer transfer issues.
Identify key pain points in the transfer journey.
Enhance operational efficiency and reduce transaction failure rates.
Data Set Review
A review of existing data related to transfers within Moniepoint's ecosystem:
Transfer success/failure rates:
Source: Hera Link
Month | Successful | Failed | Success Rate |
June | 176,263,831 | 8,268,039 | 95.5% |
July | 197,114,244 | 7,825,716 | 96.2% |
August | 209,317,462 | 9,192,419 | 95.8% |
Reason for failures**
Top Customer complaints and support logs:
Source: Customer support Dashboard
Offline customer support dashboard
| June | July | August | |||
| Issues | No | Issues | No | Issues | No |
1 | Outward transfer successful, beneficiary not credited | 90,884 | Outward transfer successful, beneficiary not credited. | 44,087 | Outward transfer successful, beneficiary not credited. | 54,597 |
2 | Failed outward transfer not reversed. | 29,519 | Transferred correct amount from Moniepoint account into a wrong account. | 8,301 | Failed outward transfer not reversed. | 8,246 |
3 | Transferred correct amount from Moniepoint account into a wrong account. | 9,257 | Failed outward transfer not reversed. | 7,745 | Transferred correct amount from Moniepoint account into a wrong account. | 4261 |
4 | Successful inward transfer, Moniepoint beneficiary did not receive value. | 9,810 | Successful inward transfer, Moniepoint beneficiary did not receive value. | 4,950 | Successful inward transfer, Moniepoint beneficiary did not receive value. | 4,410 |
Customer Space Breakdown:
| Channel | Pricing | Star Level | %tage customer distribution |
|
Personal | Mobile App USSD | N10 | NA |
|
|
Business without POS KYC level 3 and below. | Mobile & Web App | N10 | NA |
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Business without POS KYC level 4 and above | Mobile & Web App | N20 | NA |
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Business with POS | Mobile | N20 | Mega: N7 |
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Selection Criteria:
Participants will be selected based on:
Frequency of transfer usage:
Top 1000 customers with the highest monthly transaction frequency.
1000 customers with the lowest monthly transaction frequency.
History of reported issues or complaints:
Users with the most failed transactions.
Different levels of tech-savviness (Age demography):
Age 0 - 24 (Gen Z)
Age 25 - 43 ( Millennials)
Age 44 and above
Across all channels:
Extract by Channel: Mobile: (Business & Personal), Web, POS and USSD.
(we can use August and July Data).
Methodologies:
Primary Method:
In-person interviews to gain in-depth insights into user experiences.
Supplementary Methods:
Data analysis of historical customer complaints and feedback.
Usability testing sessions to observe how users interact with the transfer product.
Surveys.
Participant List/User Panel:
15-30 participants from different user segments (business users, individual users, and high-value customers).
Internal stakeholders (customer service, product development, and operations teams) to provide insights into current operational challenges.
Interview Guide/Questions
Interview Questions
Timeline and Resources:
Task | Timeline | Resource |
Plan documentation & Approval | 1 week | Timi |
Data Gathering | 1 week | Timi | Albert |
Train Outbound call team | 1 day | Timi |
Interviewing | 3 days - 1 week | Outbound call team |
Summary & Final Report | 2-3 days | Timi/Alison |
Expected Output/Summary:
A report summarizing key pain points in the transfer process.
Identification of common transaction failure causes and proposed solutions.
Recommendations on feature enhancements or new functionalities.
Data-driven insights to inform future product development and marketing strategies.
Actionable items to improve customer satisfaction and reduce operational inefficiencies.