Flip - Due Diligence Service
Flip - Due Diligence Service
Due diligence is needed for transactions that are considered as suspicious, the common use case is for users who transact >100 million in Flip.
Embedded Files
Problem and context
Problem and context
Users need to submit some supporting documents if they want to transfer more than 100 million using Flip.
This effort might cause cognitive overload because the documents are quite many, and we need to make sure the user is willing to complete the journey till the end.
Responsibilities:
Responsibilities:
Understand the product vision
Craft copy that resonates with Flip's voice, consistent, and aligned with Style Index
Do comprehensive research to support the delightfulness of the copy
Deliver design feedback if there’s any
Understand user pain points, needs, emotional states, and expectations, then give a clear way out to solve the problem
Process:
Process:
This process could be a long journey for the user. The user might be in a constant state of alert. I need to make sure the copy is direct while also casual to reduce the tension that the user might experience.
I open up a lot of discussion with my lead and stakeholders before I begin to jump into the task.
Due Diligence Service
Due Diligence Service
The goal is to assist the user in submitting their supporting documents so that they can complete their ongoing transaction.
Info sheet
Info sheet
In this sheet, we need to tell user that they must submit supporting documents because it is required, especially for BI checking.
Problem:
Problem:
I realize the information shown here is extensive and a bit complex. The challenge is how to deliver this complex information and make it easier to understand.
In the body, the original sentence is too long, and I don’t believe users need to know about the BI policy on this sheet, as it could potentially raise more questions and add to cognitive load. So, better to rephrased it.
Solution:
Solution:
I added information about the transaction amount in the first sentence, clearly stating the situation. The second sentence explains the reasons why we are stopping the user at this phase, keeping it simple and direct. The third sentence adds a 'painkiller' to reduce user stress and anxiety.
Additional info
Additional info
Problem:
Problem:
Additional information appears when the user has already submitted the first part of the supporting documents and still needs to submit the second part. An example of one such supporting document needed for the second part is like the transfer receipt.
Solution:
Solution:
For this copy, I think it’s better to be straightforward and concise.
First, we remind the user about the amount of the transaction and then state clearly that we need to check further details about the documents.
A small dose of painkiller would be nice at the end.
As for the button, instead of saying “Continue Adding Data,” we can say “Complete Additional Data,” which is clearer regarding what the user needs to do.
Cancelled by system
Cancelled by system
This scenario occurs when the supporting documents fail to pass the checking, and the user fails to resubmit the revision of supporting documents.
The cause of this can be various, such as: the documents being fake or cluttered, or some personal data in the documents not matching.
Problem:
Problem:
A long sentence full of information can potentially cause confusion from the user's perspective.
Solution:
Solution:
I split the message into two sentences, and do a little tweak.
Push notification
Push notification
Problem:
Problem:
It's not a celebration of a completed transaction, but rather a gentle reminder for users to submit additional supporting documents, such as a transfer receipt.
Solution:
Solution:
I want to avoid triggering panic when users open the Flip app. Instead of delivering negative news, I'm framing it with a positive tone. Let's encourage users in this situation and eliminate any sorrowful expression.
In the body, I've also make alignment with the new title, emphasizing the key steps for the transaction to proceed successfully. With this approach, it’s more comfortable and easier for user to receive the message.
What I learned:
What I learned:
The due diligence project is both challenging and intense because I need to carefully consider how to guide users through the process of uploading supporting documents. Users undertaking substantial transactions often experience more anxiety compared to those dealing with smaller amounts.
Moreover, the flow is quite lengthy.
Users are required to submit multiple documents for their transaction to proceed. Additionally, there's a possibility that users might face exhaustion in the middle of the journey. Despite the challenges, uploading these supporting documents is a necessity. We always strive to maintain users' trust, and here it becomes even more critical.
This project has taught me two valuable lessons:
This project has taught me two valuable lessons:
Deliver complex information in the simplest way possible. There are times when we need to convey intricate and sensitive information, and in such instances, it's better to present the most important information upfront and eliminate unnecessary words.
Write label effectively. Throughout this project, I've come to understand that the terms I propose must gain acceptance from various stakeholders. Discussions for this were not limited to the design team but extended to include collaboration with both Ops and Legal teams.
Thank you for reading!
Thank you for reading!
Let's check out my other works!
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