UX testing for a payment solution for the Indonesia market

Our client was looking to test a new payment solution in Indonesia. Given the cluttered payment landscape and well-entrenched behaviours, the client needed a sharp and compelling proposition to encourage adoption. The client also wanted to test several hypotheses related to the Ux.

The Central Question: How should we define the customer value proposition and improve the user experience to drive take-up?

We conducted user interviews using a Figma prototype. Participants were asked to complete a number of tasks as the researcher observed with minimal probing or intervention. Observations combined with follow-up discussion provided clear areas of optimization and suggested that conceptually the solution works. However when we looked at the insights in the context of the category behaviour it gave us a new perspective – while the UX and concept work, the likelihood of adoption was a different story altogether. The research highlighted the need for a more holistic view of the marketing strategy for the solution and not just looking at the product and proposition in isolation.