Design Research to Validate a Cashless Donation App
Using multi-faceted design research, Nomat supported Shout to review the effectiveness of their interface and identify improvements.
Design Research to Validate a Cashless Donation App
Using multi-faceted design research, Nomat supported Shout to review the effectiveness of their interface and identify improvements.
Design Research to Validate a Cashless Donation App
Using multi-faceted design research, Nomat supported Shout to review the effectiveness of their interface and identify improvements.
Background
Shout for Good (Shout), a digital fundraising platform, provides a cashless donation solution for ANZ’s new new mobile payment device, BladePay™.
Shout’s purpose is to enable charities to accept cashless donations from a card, smart phone or watch. Before launching at the Motor Neurone Disease (MND) Big Freeze event, Shout partnered with Nomat to validate the concept of cashless donations and test the interface with real users. Nomat’s approach included a range of design research activities, including usability testing on the prototype.
We then supported Shout to iterate their designs based on findings from the usability testing. The iterated design of the interface was then successfully piloted at some real charity events in the lead up to the MND Big Freeze.
Background
Shout for Good (Shout), a digital fundraising platform, provides a cashless donation solution for ANZ’s new new mobile payment device, BladePay™.
Shout’s purpose is to enable charities to accept cashless donations from a card, smart phone or watch. Before launching at the Motor Neurone Disease (MND) Big Freeze event, Shout partnered with Nomat to validate the concept of cashless donations and test the interface with real users. Nomat’s approach included a range of design research activities, including usability testing on the prototype.
We then supported Shout to iterate their designs based on findings from the usability testing. The iterated design of the interface was then successfully piloted at some real charity events in the lead up to the MND Big Freeze.
Background
Shout for Good (Shout), a digital fundraising platform, provides a cashless donation solution for ANZ’s new new mobile payment device, BladePay™.
Shout’s purpose is to enable charities to accept cashless donations from a card, smart phone or watch. Before launching at the Motor Neurone Disease (MND) Big Freeze event, Shout partnered with Nomat to validate the concept of cashless donations and test the interface with real users. Nomat’s approach included a range of design research activities, including usability testing on the prototype.
We then supported Shout to iterate their designs based on findings from the usability testing. The iterated design of the interface was then successfully piloted at some real charity events in the lead up to the MND Big Freeze.
What we did
Shout wanted to be confident that the device could be used intuitively by volunteers to collect donations, and that people could make donations with confidence.
What we did
Shout wanted to be confident that the device could be used intuitively by volunteers to collect donations, and that people could make donations with confidence.
What we did
Shout wanted to be confident that the device could be used intuitively by volunteers to collect donations, and that people could make donations with confidence.
Multi-faceted design research
Shout wanted to evaluate a number of different aspects of their product through a series of research activities.
The two key objectives of the research were to review the effectiveness of the interface and identify improvements that could be made to better understand the public’s response to the broader concept of donating to charities with a credit card.
Multi-faceted design research
Shout wanted to evaluate a number of different aspects of their product through a series of research activities.
The two key objectives of the research were to review the effectiveness of the interface and identify improvements that could be made to better understand the public’s response to the broader concept of donating to charities with a credit card.
Multi-faceted design research
Shout wanted to evaluate a number of different aspects of their product through a series of research activities.
The two key objectives of the research were to review the effectiveness of the interface and identify improvements that could be made to better understand the public’s response to the broader concept of donating to charities with a credit card.
“With less than 4 months to turn a concept into production, we would not have been confident rolling out 90 devices at the Big Freeze for the first time without going through this process.”
Christine Yap, Shout Product Owner
“With less than 4 months to turn a concept into production, we would not have been confident rolling out 90 devices at the Big Freeze for the first time without going through this process.”
Christine Yap, Shout Product Owner
“With less than 4 months to turn a concept into production, we would not have been confident rolling out 90 devices at the Big Freeze for the first time without going through this process.”
Christine Yap, Shout Product Owner
Lab-based moderated usability testing
The first round of research was lab-based moderated usability testing using a prototype. The prototype was evaluated from the perspective of both a supporter making a donation and a volunteer operating the device, which identified enhancements that could be made to the interface.
Initial testing results were benchmarked against industry metrics such as the System Usability Scale (SUS), Net Promoter Score (NPS) and Single Ease Question (SEQ) to enable future improvements to be consistently measured. Task completion rates and observed behaviour were used to evaluate usability.
Contextual research “in the wild”
Lab-based testing was followed by contextual research, where charity volunteers used the BladePay™ device to take donations from the public in the Melbourne CBD.
By observing public interaction with the device in context, we were able to understand acceptance of the broader concept of donating with a card ‘in the wild’.
Lab-based moderated usability testing
The first round of research was lab-based moderated usability testing using a prototype. The prototype was evaluated from the perspective of both a supporter making a donation and a volunteer operating the device, which identified enhancements that could be made to the interface.
Initial testing results were benchmarked against industry metrics such as the System Usability Scale (SUS), Net Promoter Score (NPS) and Single Ease Question (SEQ) to enable future improvements to be consistently measured. Task completion rates and observed behaviour were used to evaluate usability.
Contextual research “in the wild”
Lab-based testing was followed by contextual research, where charity volunteers used the BladePay™ device to take donations from the public in the Melbourne CBD.
By observing public interaction with the device in context, we were able to understand acceptance of the broader concept of donating with a card ‘in the wild’.
Lab-based moderated usability testing
The first round of research was lab-based moderated usability testing using a prototype. The prototype was evaluated from the perspective of both a supporter making a donation and a volunteer operating the device, which identified enhancements that could be made to the interface.
Initial testing results were benchmarked against industry metrics such as the System Usability Scale (SUS), Net Promoter Score (NPS) and Single Ease Question (SEQ) to enable future improvements to be consistently measured. Task completion rates and observed behaviour were used to evaluate usability.
Contextual research “in the wild”
Lab-based testing was followed by contextual research, where charity volunteers used the BladePay™ device to take donations from the public in the Melbourne CBD.
By observing public interaction with the device in context, we were able to understand acceptance of the broader concept of donating with a card ‘in the wild’.
Validating with real volunteers
The final stage of research involved observing volunteers using the device for the first time during a fundraising event. This provided detailed feedback on the volunteers’ experience of the interface, and of using the BladePay™ device.
As a result of this final round of research, Shout was able to pre-emptively produce a light weight help guide to address pain points and barriers faced by operators in the field.
The findings from this round of research informed final refinements to the interface and also formed the basis of a training guide that was produced for volunteer operators. It was also an essential part of validating the design changes made after previous rounds of research. Volunteers identified some great opportunities for new features which the Shout team was able to add to the final build.
Validating with real volunteers
The final stage of research involved observing volunteers using the device for the first time during a fundraising event. This provided detailed feedback on the volunteers’ experience of the interface, and of using the BladePay™ device.
As a result of this final round of research, Shout was able to pre-emptively produce a light weight help guide to address pain points and barriers faced by operators in the field.
The findings from this round of research informed final refinements to the interface and also formed the basis of a training guide that was produced for volunteer operators. It was also an essential part of validating the design changes made after previous rounds of research. Volunteers identified some great opportunities for new features which the Shout team was able to add to the final build.
Validating with real volunteers
The final stage of research involved observing volunteers using the device for the first time during a fundraising event. This provided detailed feedback on the volunteers’ experience of the interface, and of using the BladePay™ device.
As a result of this final round of research, Shout was able to pre-emptively produce a light weight help guide to address pain points and barriers faced by operators in the field.
The findings from this round of research informed final refinements to the interface and also formed the basis of a training guide that was produced for volunteer operators. It was also an essential part of validating the design changes made after previous rounds of research. Volunteers identified some great opportunities for new features which the Shout team was able to add to the final build.
Increasing the number of participants involved in each round of testing across the project allowed for greater insights while mitigating risk.
Increasing the number of participants involved in each round of testing across the project allowed for greater insights while mitigating risk.
Increasing the number of participants involved in each round of testing across the project allowed for greater insights while mitigating risk.
Iterative and collaborative design process
The iterative design process started with Shout’s working prototype of the app, then moved from user flows and paper sketches to high-fidelity visual designs. Each iteration and design change was informed by research findings, refined with the Shout team, and then validated through usability testing.
After finalising the iterated design of the interface, annotated visual designs were handed back to the in-house development team.
Iterative and collaborative design process
The iterative design process started with Shout’s working prototype of the app, then moved from user flows and paper sketches to high-fidelity visual designs. Each iteration and design change was informed by research findings, refined with the Shout team, and then validated through usability testing.
After finalising the iterated design of the interface, annotated visual designs were handed back to the in-house development team.
Iterative and collaborative design process
The iterative design process started with Shout’s working prototype of the app, then moved from user flows and paper sketches to high-fidelity visual designs. Each iteration and design change was informed by research findings, refined with the Shout team, and then validated through usability testing.
After finalising the iterated design of the interface, annotated visual designs were handed back to the in-house development team.
Using a collaborative and iterative process ensured that changes to interface design were informed by the observations and findings of each round of research.
Using a collaborative and iterative process ensured that changes to interface design were informed by the observations and findings of each round of research.
Using a collaborative and iterative process ensured that changes to interface design were informed by the observations and findings of each round of research.
Outcome
Nomat and Shout, along with some of the Shout partner charities, worked together to enhance and evolve the solution.
ANZ BladePay™ has received strong positive feedback from charity collectors and donors alike during real world testing at a Cancer Council fundraising morning tea event and the MND Foundation Big Freeze event at the MCG.
“As volunteers we could quickly and easily show each other how it worked without the need for any in depth training.”
Melissa, Big Freeze Volunteer
Outcome
Nomat and Shout, along with some of the Shout partner charities, worked together to enhance and evolve the solution.
ANZ BladePay™ has received strong positive feedback from charity collectors and donors alike during real world testing at a Cancer Council fundraising morning tea event and the MND Foundation Big Freeze event at the MCG.
“As volunteers we could quickly and easily show each other how it worked without the need for any in depth training.”
Melissa, Big Freeze Volunteer
Outcome
Nomat and Shout, along with some of the Shout partner charities, worked together to enhance and evolve the solution.
ANZ BladePay™ has received strong positive feedback from charity collectors and donors alike during real world testing at a Cancer Council fundraising morning tea event and the MND Foundation Big Freeze event at the MCG.
“As volunteers we could quickly and easily show each other how it worked without the need for any in depth training.”
Melissa, Big Freeze Volunteer
Interested to know more? Let’s Talk.
Interested to know more?
Let’s Talk.
Interested to know more? Let’s Talk.