App Redesign Joshua Kwok WNM 606 01 | Fall 2021
Gratuity App Redesign
Gratuity Overview Gratuity is an app that helps users to calculate tips for their daily life spending. It includes a wide variety of venues of tips calculation for users to pick from. The app also offers the feature for users to split the total of the bills between numbers of people.
Leong Ting Kwok Joshua
Gratuity App Redesign
Leong Ting Kwok Joshua
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Heuristic Evaluation Add a location bar to suggest the user how much to tip
Instead of having a slide menu, adding a slide bar on the front would be nice
Icon is redundant and is not appealing
Add history record of tipping to keep track of user spending
Link to Journal
Gratuity App Redesign
Redesign Goals ●
Instead of having a pop-up sidebar menu of different venues for users to choose from, adding them as a slide bar on top of the front page for easier access
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Add a login option to keep track of user spending record
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Add a current location bar on the front to recommend user what percentage of tip to choose from base on the location, as well as switching to a correct country currency
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Icons on the front are not appealing and redundant
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Instead of having one background color, picking a secondary color or a gradient background to support it
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Design a custom Numpad to add uniqueness
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Gratuity App Redesign
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Competitors/ Inspirations ➔
Tip Calculator a free app that can calculate tips, split bills, and round totals for food and drink
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Square is a point of sale app that enable business user to sell anywhere and have customer to purchase anywhere
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Venmo is a digital wallet payment service that allow user to pay and request money from their friends
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Gratuity App Redesign
App Rating and Reviews
https://play.google.com/store/apps/details?id=com.mrengineer13.gratuity.free&hl=en_US&gl=US&showAllReviews=true
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Gratuity App Redesign
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Audience Research ●
Around 43% of people tip between 18%-21.9%
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Women tip more than men
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Around 69% of people tips decently around nowadays standard, that is 10% 15% 20%
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Even though there almost 10% of men will not tip, but their tipping amount go up higher than women
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Surprisingly, there 7% of people that do not tip in US
https://www.finder.com/america-best-and-worst-tippers
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Gratuity App Redesign
Audience Research ●
Ages 65+ are the most common group to tip. Having the highest percentages of them tip around 14% - 22%, also the lowest number of people that do not tip
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Ages 25 to 34 are most likely the generous one compare to others
https://www.finder.com/america-best-and-worst-tippers
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Gratuity App Redesign
Audience Research ●
Most people in US believe that is necessary to tip their waiter, delivery guy and bartender
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Teenagers and foreigners mostly likely tip below average when dining in a restaurant
https://waitbutwhy.com/2014/04/everything-dont-know-tipping.html
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Gratuity App Redesign
Research Summary ●
Tipping culture can vary in different countries and city
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Besides tipping in a restaurant, other businesses rely on tips as well, but the amount and percentage can be different
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Traveler and international students are mostly confused about how much they should be tip between businesses
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It saves people time when come to splitting the bill between the group of people and calculating how much tip should people pay
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Gratuity App Redesign
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Interviews - Feedback Summary Oscar is born and raised in Taiwan and currently living in New York. He first came to United State to study high school and later pursue a master's degree in Service Design. He has been living in US for almost 14 years.
Interview Overview
Oscar Liaw 30, New York Service Design Freelancer
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One thing that confuses him about tipping was the percentage, he thought that he only need to round it up of the final amount but instead, there’s a percentage system involve
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Will pay tips to other service businesses if he receives a nice service from it
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Outside of the US, sometimes don’t require change back and offer that as a token of generosity, also high-end restaurants automatically included tips
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The main struggle about tipping are a different city in the US have different tipping criteria
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Recommend people to use this kind of app when they travel or studying abroad to familiar with the system
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Have the ability to create an account in the app, to able to request, send and receive money between friends and family
Interview Date: 10/10/2021
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Interviews - Feedback Summary Gary is born and raised in Taiwan and currently working as a furniture designer in Guangzhou, China. He went to United State and pursue his master's degree in Industrial Design. During his stay in United State, he worked as a part-time waiter in a restaurant for almost 4 years.
Interview Overview
Gary Lee
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Have no idea about tipping culture when he first came to US and was confused about why he has to pay extra for his meal
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Believe that tipping culture is pushing the service business to do a much better job to serve their customer
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Tipping culture can be different outside of US and don’t want to offend people when tipping
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The biggest problem encountered with tips is that he doesn't know what’s the average and percentage he should give in a different city
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Wishes that the app has the features to directly send money to their friends once they have split the final amount of the bill, make it more convenience
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Have icons to represent different venues to help people to easier access if the user doesn't speak English, as well as adding a suggestion tipping amount in a different location
32, China Furniture Designer Interview Date: 10/09/2021
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Expert Interview - Feedback Summary Interview Overview ●
Research and Emphasis the User Need is the most important factor when designing an app
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Communicate with the right target user when researching to search for the needs
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Functionality, user center, and user interface are what makes an app stand out
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The color choice of the app is poor, the hierarchy structure of the app is off-balance, and need to emphasize the key elements of the app, slidebar is outdated and the icon did not serve its purpose
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The concept of the app and overall is clean and simple, but the layout is confusing and similar
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Some interesting feature can consider are adding an option for the user to request and send money within the app, thus user don’t have to open a different app to do so
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UX is important as well since many apps nowadays focus on making the UI look appealing but their functionality doesn't work or even meeting their user expectations
Ray Niu 33, China UI/UX Designer Interview Date: 10/08/2021
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Persona 1 Sarah “As an international student, I want to have something to help calculate tips, so that I don't have to worry overpay or underpay”
About Sarah is a graduate student studying in Seattle, WA. She is originally from Japan and today is her second year living in America. As an international student, her main way of transportation is either riding a cab or bus. She doesn’t know how to cook so she mostly orders food and eating out.
Frustrations
Age: Location: Education: Occupation: Ethnicity:
26 Seattle, WA Graduate Student Asian
Needs
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Is confused about how much is she supposed to tips in a different circumstance
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Quick and silent way to calculate tips when needed
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Worry about overtipping someone
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Ways to split bills when dining out with friends
Photo from Unsplash
Gratuity App Redesign
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Persona 2 James “As an American that works overseas frequently, I want to understand other country tipping cultures, so that I don't offend people when paying tips”
About James is a businessman that often needs to travel to other countries for work. Most of the time he stays and lives in the hotel that his company pays for. Because coming from a tipping culture country, he enjoys tipping whenever he has the chance to.
Frustrations ●
Worry if tipping too much in a different country will become offensive
Age: Location: Education: Occupation: Ethnicity:
34 Mumbai, India College Businessman Latino Americans
Needs ●
A quick way to understand other country tipping culture
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To understand which situation is needed to tip or is unnecessary
Photo from Unsplash
Gratuity App Redesign
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User Story - Persona Sarah Sarah’s Story It is Friday night in Seattle, Sarah just finished her last class for the day, and she remembers that she is having dinner with 5 of her friends right after class. She takes the local train and meets up with her friends at the restaurant. Once they are seated inside, they first order drinks and a few appetizers to begin with. After that, they decided what they are going to have for tonight. Each of them orders an appetizer, main dish, and drink. After a while, they finished their meal and were ready to pay for their bills. The waiter brings them their check, and Sarah asks the waiter if they can separate the check by the number of people and the stuff they order. Unfortunately, the restaurant cannot do that for them and they have to pay by one person. Sarah suggests to her friends that she will pay for it and all they have to do is pay her back later. Sarah takes out her phone and opens the App Gratuity to help her calculate tips and the final amount. She scans the bill with the App and suggests the percentage of tips they should be paying. She choose one of the options the App suggests and the final amount of the bill is shown. Sarah writes down the number of tips and the final amount on their check. The waiter takes the check back and is pleased by the number of tips given to him. After that, she input the number of people they want to split the bill for, and the App shows how much each person needs to pay for their part. Next, Sarah sends a request money notice to her friends within the App. Her friends receive the notification and pay her back immediately within the App. Sarah receives all the payments without any problem.
Photo from Unsplash
Gratuity App Redesign
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User Story - Persona James James’s Story It is Tuesday night in Mumbai, India, and this is James’s third day on his business trip. James just finish all his work for today and is ready to head out and search for what to eat for tonight. His coworker suggests him to one of the local restaurants that are nearby his workplace. He walks over to the restaurant his coworker suggests and the waiter welcomes him and takes him to his seat. He looks through the menu and orders different small dishes for himself. After a while, he finished his food and is ready to pay for his check. The waiter brings him his check, and James is thinking to give his waiter some tips because he was pleased with the service and food of the restaurant. He takes out his phone and opens the App Gratuity. He signs in to his account and the App automatically detects his location which is in Mumbai, India. James confirms his location and types out his total amount into the App. The App suggests that how many tips he could give to his waiter based on the location’s tipping culture. Next, he selects the right amount of tips the App suggests and saves this transaction into the App transaction history. After that, he gives his waiter the tips, and his waiter was surprised by his action. James explains that he really enjoys his time here and the tips are a token of generosity to the waiter great service and amazing food from the restaurant. Both James and his waiter are pleased by the end result.
Photo from Unsplash
Gratuity App Redesign
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User Flow - Persona Sarah Task : Calculate to get how much tip she needs to pay for her $30 meals
Name: Age: Location: Occupation:
Open the App
Login to her account
Tap on the “Enter Bill Total” section
Input $30 with the numpad
Tap on the 18% button
Tap on the calculate button
Sarah 26 Seattle Student
Outcome : Receive how much she needs to pay including tip
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Storyboard - User Flow 1
Is Monday afternoon, Sarah go to a restaurant and order something to eat for lunch.
After a while, the waiter brings Sarah her check.
Sarah takes out her phone and opens the app Gratuity.
After that, she taps on the 18% button for her tip.
Lastly, the app shows the total of the bill including the tip.
In the end, Sarah pays her waiter the right amount of tip without any trouble.
She inputs the bill total of her meal into the app.
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User Flow 2 - Persona Sarah Task : Split the $72 bill including tips between 4 of her friends, and request money from them
Open the App
Tap on the “plus” button 5 times Name: Age: Location: Occupation:
Tap on the “Enter Bill Total” section
Tap on the calculate button
Input $72 with the numpad
Tap the request money button
Tap on the 18% button
Tap the icons of her 5 friends
Sarah 26 Seattle Student
Tap on the confirm button
Outcome : Receive how much each person need to pay for their part and successfully receive the money from her friends
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User Flow 3 - Persona James Task : Calculate how much tip to give when dining in an Indian restaurant in Mumbai Open the App
Tap on the “Enter Bill Total” section Name:
James
Age:
34
Location:
Mumbai
Occupation:
Businessman
Tap on the calculate button
Tap on the detect location button
Input ₹33 with the numpad
Tap the confirm button to confirm his location
Tap on the 10% button
Outcome : Give out the suggested tip amount to his waiter based on the location
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Moodboard 1 (Target Audience / Market)
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Gratuity App Redesign
Moodboard 2 (UI / Visual Design)
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Design Process
Low Fidelity
Med Fidelity
High Fidelity
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Usability Test 1 Before List of Changes ●
Separate the bill total and tip into two sections
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A slider for custom tip
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Adjust the layout and the hierarchy of each section
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Adding description for bottom icons
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Combine the notification function with profile page
Link to usability testing
After
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Gratuity App Redesign
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Usability Test 2 Before List of Changes ●
Making the tip section more visually to tap on
Link to usability testing
After
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Gratuity App Redesign
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A/B Testing 1 Before List of Changes ●
Adjust the position of each numbers
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Adding lines to distinguish the button tapping area
Link to A/B testing
After
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A/B Testing 2 Before List of Changes ●
Reduce the amount of indicators on the slider
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Keeping the percentage on the of the slider and adjusting the spacing between
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Change the wording for “Tip”
Link to A/B testing
After
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Comparison Current
Redesign
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Improved the overall visual design and adjust the hierarchy of the App
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Divide the app main features into sections
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Remove the slider content and add it in the main page
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Adding new features to the App such as “pay or request”
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Link to proof of concept
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Prototype 1
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Prototype 2
Prototype 3
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Resources/Bibliography ●
https://www.finder.com/america-best-and-worst-tippers
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https://waitbutwhy.com/2014/04/everything-dont-know-tipping.html
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https://play.google.com/store/apps/details?id=com.mrengineer13.gratuity.free&hl=en_US&gl=US&showAllReviews=true
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Persona Photo from Unsplash
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