🧠 Research & Insights

User Research Methods:

• 1-on-1 Interviews (55 users)
• Online Surveys (600+ responses)
• Usability Testing on the current app
• Competitor Analysis (Zenith, Access Bank, Flutterwave,Fidelity,FirstBank Nigeria)

🧩 Problem Statement

"Users find the current app difficult to navigate, especially when performing quick transactions or managing multiple accounts. There’s a need for a more modern, fast, and seamless experience."

🧑Target Users

• Young professionals aged 20–40
• Small business owners
• Students and tech-savvy users
• Frequent mobile banking users

🔬 Research Process

Methods: Interviews, Surveys, Usability Testing, Competitor Analysis

Top Pain Points:

• Overwhelming dashboard
• Slow login/transactions
• Difficult support access
• Inconsistent UI

🧭 Design Goals

• Streamline core tasks
• Introduce a customizable dashboard
• Enhance trust via biometrics
• Improve performance and UI consistency

✏️ Wireframes & Prototypes

• Low-fi wireframes for user flow
• Hi-fi UIs with GTBank branding
• Interactive Figma prototypes
• Tools: Figma, Miro, Maze, Notion

📈 Key UX Improvements

Empathize

Defined user personas like Ada (student) and Emeka (business owner).

Define

Mapped user journeys, e.g. "Transfer in under 3 clicks".

Ideate

Wireframed dashboards, brainstormed Quick Actions, Smart Tracker, Dark Mode.

Prototype

High-fidelity prototypes in Figma, with key flows: Onboarding, Transfer, Support.

Test

92% task success rate, 34% reduction in task completion time using Maze.

🧪 Testing & Validation

• 40% faster merchant onboarding
• 70% fewer failed payment complaints
• 3x API adoption increase
• User Feedback:
• “Finally understand my customer payments.” — Merchant
• “Feels like a real shop, not a bank.” — User

🏁 Outcome

GPay became a trusted, intuitive gateway across Africa, improving transaction clarity, reducing support tickets, and raising satisfaction.