User experience map Persona (as shown in user experience film) Name: Omid Malik Age: 47 Feature phone TRANGO Customer Omid lives with his wife in Manchester. He is a cleaner and earns close to minimum wage. Omid tried to open a bank account in the past but the banks refused to open one because his income was too low. He decided not to try again, even after his earnings became higher. He felt he did not need one anyway. Omid uses TRANGO to send money to his daughter,Yazmin, who studies in London.
Guiding principles Customers choose to use TRANGO for lower costs and convenience.
Trust amongst users and with the Post Office is the basis of the service.
People do enjoy personable and collaborative experiences with their community.
Unbanked Customers will feel more included in the financial industry and in their localities.
Customer journey Discovering
STAGES
Joining
Using
Leaving
Rating
Temporarily
Talks with friends Learns how it works
Hears the doorbell
DOING
Receives notification to start using service
Places sign by letterbox
Pays Agent cash amount
Gets notified that money has been transferred to his account
Rates the experience from his phone
Recommends TRANGO to others Places signage to receive service again
Shares experience with friends
Thanks Agent Permanently
Decides to register Sees posters
THINKING & FEELING
EXPERIENCING
Calls to ask questions
• I feel more comfortable transferring with a Postman. • The service must be trustworthy since it is provided by the Post Office. • Will it cost me more than I’m already paying? • Does my wife need to open her own account to transfer money to Yazmin?
• The form says that an Agent can take my photo for my account; that saves me a hassle. • I’m excited to try this out! • I hope this service cuts my transportation costs since I commute to the Post Office often.
Receives a call from her thanking him for the transfer
• This is the first time I actually speak to my Postman. • I’m stressed about handing over my cash. He seems like a nice man though. • The fee is much lower than what I used to pay. • Yazmin received the money; I feel relieved now.
Calls to Opt out of service
Forwards SMS to Yazmin
• The experience was great. I’ll give him a good rating. • I wonder how he has rated me.
• I’ll try to pay a bill next time. • I’m excited to share my experience with friends. • I’m reassured to see that I can Opt Out anytime.
Enjoyability
Enjoyability
Enjoyability
Enjoyability
Enjoyability
Relevance
Relevance
Relevance
Relevance
Relevance
Ease of use
Ease of use
Ease of use
Ease of use
Ease of use
Note: The persona shown is made-up and the opinions expressed are assumptions of possible thoughts, feelings and experiences. Once a pilot of this project is made, numerous workshops will be held to interview Customers and Agents and to gather real opinions.
User experience map Persona (as shown in user experience film) Name: Ricky McConnaughey Age: 30 TRANGO Postal Agent Ricky works as a Postman in Manchester. He is a sociable character who gets bored with his job at times because it does not involve interaction with others.When he was briefed about TRANGO at work, he decided to become an Agent. He loved the idea of helping others using things he already had, like a smart phone and a bank account. Earning a bit more in the process was another plus for him. Ricky is the Postman who uses TRANGO to help Omid transfer money to Yazmin in London.
Guiding principles Agents choose to use TRANGO to earn some more and help others in their community.
Trust amongst users and with the Post Office is the basis of the service.
People do enjoy personal and collaborative experiences with their community.
Agents will feel a sense of achievement as they provide an important service to the unbanked.
Customer journey Discovering
STAGES
Joining
Using
Leaving
Rating
Temporarily
Talks with friends Talks with colleagues at Post Office
DOING
Rings the doorbell
Decides to register
Sees sign by letterbox
Receives cash from Customer Starts a transaction
Thanks Customer and leaves
THINKING & FEELING
EXPERIENCING
• I can set my fee higher if not many Agents work in my area. • The app seems simple to use. • I’m excited to try this out! • Do they have to do a background check even if I’m already working at the Post Office?
Rates the experience and writes a review
• I hope this Customer isn’t as slow as the last one. • It’s nice to talk to people during my shift. • Could this be slowing down my work? • I should pass by my bank and deposit the cash.
Delivers service again Permanently
Discovers app
• I’m aware of the service and I’m curious about it. • How come not all Postal workers have to become Agents? • Are my bank details safe? • How much money can I make doing this?
Shares experience with friends
Transfers money
Learns how it works
Sees posters
Recommends TRANGO to others
• The Customer was nice but slow. Ill give him 4 stars. • I wonder how he has rated me.
Decides to leave service
• If I am no longer a Postman, how do I change my Agent type to Local Agent? • I’m excited to share my experience with friends. • I’m reassured to see that I can Opt Out anytime.
Enjoyability
Enjoyability
Enjoyability
Enjoyability
Enjoyability
Relevance
Relevance
Relevance
Relevance
Relevance
Ease of use
Ease of use
Ease of use
Ease of use
Ease of use
Note: The persona shown is made-up and the opinions expressed are assumptions of possible thoughts, feelings and experiences. Once a pilot of this project is made, numerous workshops will be held to interview Customers and Agents and to gather real opinions.
User experience map Persona (as shown in user experience film) Name: Michael Townsend Age: 28 Smart phone TRANGO Customer Michael lives with a few flatmates in Manchester. He works different cash-in-hand jobs and is currently a sales assistant at a clothing store. Michael did not enrol in a university, so he never had to take a student loan from a bank. He has since decided not to open a bank account. Michael believes that banks take hidden fees. He never trusted them or needed them. Michael uses TRANGO to pay his bills and to transfer money to his family who live in Durham.
Guiding principles Customers choose to use TRANGO for lower costs and convenience.
Trust amongst users and with the Post Office is the basis of the service.
People do enjoy personal and collaborative experiences with their community.
Unbanked Customers will feel more included in the financial industry and in their localities.
Customer journey Discovering
STAGES
Joining
Using
Leaving
Rating
Temporarily
Talks with friends Learns how it works
DOING
Meets up
Decides to register
Chooses Agent nearby
Pays Agent cash amount
Gets notified that money has been transferred to his account
Back
Calls to ask questions
Sees posters
Gets receipt of money transferred
Discovers app
THINKING & FEELING
EXPERIENCING
• I’m aware of the service and I’m curious about it. • The service must be trustworthy since it is provided by the Post Office. • Will it cost me more than I’m already paying? • Can I trust a stranger with my money? • Has anyone I know tried this before?
• The fees are quite transparent, will registering cost me anything? • The app seems simple to use. • I’m excited to try this out! • What if I don’t have Agents nearby?
Rates the experience and writes a review
Recommends TRANGO to others Shares experience with friends
Thanks Agent and leaves
Permanently
Mike
Decides to leave service
You have paid £ 35.08 to Ecotricity Your remaining balance is £ 4.52
• I can see all the Agents around my area. • I’ll choose an Agent with a low fee and a good rating. • I’m stressed about handing over my cash. • The fee is much lower than what I used to pay. • I just paid my bill so quickly!
Uses service again
Pays the gas bill
Make another transfer Home
• The Agent was very sweet and helpful. I’ll give him 5 stars. • I wonder how he has rated me.
• I need to tell my parents to register so that we can start transferring money using TRANGO. • Paying my bill was easy. Next time, I want to transfer money to someone I know. • I’m excited to share my experience with friends. • I’m reassured to see that I can Opt Out anytime.
Enjoyability
Enjoyability
Enjoyability
Enjoyability
Enjoyability
Relevance
Relevance
Relevance
Relevance
Relevance
Ease of use
Ease of use
Ease of use
Ease of use
Ease of use
Note: The persona shown is made-up and the opinions expressed are assumptions of possible thoughts, feelings and experiences. Once a pilot of this project is made, numerous workshops will be held to interview Customers and Agents and to gather real opinions.
User experience map Persona (as shown in user experience film) Name: Adil Azim Age: 35 TRANGO Local Agent Adil is a freelance web developer working between London and Manchester. He is an avid collaborative consumer and has worked with a few startup businesses in developing platforms which offer collaborative services in other industries. Adil started using Bitcoin and services such as Transferwise since his views about banks have become tarnished. Being an Agent with TRANGO is a great way for him to collaborate and use his bank account as a helpful platform for others. Adil is the Local Agent who uses TRANGO to transfer money to Michael.
Guiding principles Agents choose to use TRANGO to earn some more and help others in their community.
Trust amongst users and with the Post Office is the basis of the service.
People do enjoy personal and collaborative experiences with their community.
Agents will feel a sense of achievement as they provide an important service to the unbanked.
Customer journey Discovering
STAGES
Joining
Using
Leaving
Rating
Temporarily
Talks with friends Learns how it works
DOING
Decides to register
Sees posters
THINKING & FEELING
EXPERIENCING
Plans a meet-up Gets notification
Receives cash from Customer
Starts a transaction
Thanks Customer
• I can set my fee higher if not many Agents work in my area. • The app experience is easy and friendly. • I’m excited to try this out!
Shares experience with friends
Delivers service again
Transfers money Permanently
Rates the experience and writes a review
Discovers app
• I’m aware of the service and I’m curious about it. • Becoming an Agent is convenient for me since I work from home and in cafes. • I wonder how banks will be affected by TRANGO. • How much money can I make doing this? • The fee structure is very transparent.
Recommends TRANGO to others
• The process is hassle-free since I can provide the service without even moving. • Is it risky to be exchanging cash in public? • I should pass by my bank and deposit the cash. • It feels good to have regular Customers who use my services repeatedly.
• The Customer deserves 5 stars as he never makes me wait. • I wonder how he has rated me today.
Decides to leave service
• I should tell my friends to become TRANGO Agents. Its lots of fun! • I’ll post my experience on Facebook to spread the word. • I’m reassured to see that I can Opt Out anytime.
Enjoyability
Enjoyability
Enjoyability
Enjoyability
Enjoyability
Relevance
Relevance
Relevance
Relevance
Relevance
Ease of use
Ease of use
Ease of use
Ease of use
Ease of use
Note: The persona shown is made-up and the opinions expressed are assumptions of possible thoughts, feelings and experiences. Once a pilot of this project is made, numerous workshops will be held to interview Customers and Agents and to gather real opinions.