Digital Products is a stream that gives significant revenue for Flip. We have Data Package, BPJS, Water Bill, and much more. Now, we want to add mandiri e-money as a new feature for Digital Product (DPT) on Flip. We believe this feature can improve Flip's revenue shortly.
Flip needs to expand its services. This time, we want to provide a top-up feature for Mandiri e-money.
Once a user is successful in buying the credit, they can top up their e-money credit via their phone.
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
Mandiri e-Money is quite a big project. I’ve had discussions multiple times with the designer, product, and business team about this feature.
One thing to consider is that there will be three types of users that might use this feature. So, there will be multiple edge cases that we need to consider to provide for each type of user.
I think the mandiri e-money project is unique. The feature needs to convey three types of users:
User who have the activated NFC phone, such as iPhone users.
User who have a phone without an NFC feature, and
User who have a phone with NFC, but the NFC is not activated, yet.
This is the landing page that users see when they click the e-money icon feature.
I imagine the user story is like this: When I arrived on this page, I wanted to top-up my e-money, so that I could use the e-money to fulfill my needs.
The original copy of the title looks confusing from my perspective because it gives too many instructions at once.
So, instead of giving multiple instructions, I prefer to give the first thing to do before the other instructions, which is to scan the card first.
The sheet appears after user successfully scans the card, while the CTA button will lead the user to choose the amount for a top-up. When user clicks the grey area, the sheet will be closed.
What is the goal? What do we expect user will get when they meet this sheet?
The original copy doesn’t represent the function of the component.
I realize the sheet not only works as an entry point for user to top up their balance but also to get details for their card. They can see the card number, the last updated status, the amount, and even the information about the top-up balance.
So my aim is to deliver a clear copy that covers all the functions of the component. Meanwhile, for the button, I prefer to tell what the button will do. The button will lead the user to the list of the top-up amount instead of doing the top-up itself.
This is for user who have a phone without an NFC feature. User still can purchase the e-money balance through Flip, but they need to do the top-up at the ATM or nearest stores. Otherwise, the balance in the card will not updated.
The original title is, "Make sure you read this...".
The copy seems to force the user and forget how to keep neutral when delivering important information.
Be clear and neutral. We can deliver information without irritating the user.
The sheet shows after the user clicks “Scan Card” and the system detects that the NFC is not active. Users need to activate the NFC first before they can top-up the balance.
The original copy t didn’t give a strong motivation for why users should activate the NFC.
While the “Activate” button will lead the user to the Settings page, the “Cancel” button will keep the user on the current page.
I can sense the copy potentially misleading. There is no activation or cancelation process here.
When user clicks ”Activate”, it doesn’t mean to activate the NFC. It means to open the phone settings. And "Cancel" basically just go back to the current page.
We need to tell user to top-up the balance by clicking the orange CTA button below after the purchase is successful. If somehow user doesn’t click the button, the balance on their card will not updated.
Even though, they still can update the balance manually from the cashier at the nearest stores.
The copy is unclear and looks uncertain.
Make the copy readable even with complex information in it. It will cost a long sentence, but it's better than a short sentence that is hard to understand and potentially misleading.
Although I learned a lot from this project, sadly the Mandiri e-money feature cannot come to live at the end. Turns out there are some policies that make Flip unable to continue its partnership with Mandiri. 🙁
I enjoyed working on this project. I learned how to deliver copy with multiple edge cases and scenarios for a big project, while at the same time, I also need to keep aligned with the Style Index, tone, and voice, also maintain consistency. So many things to consider and check when I want to deliver the copy to the stakeholders and get a review, such as: Does the copy already solve user problem? Is the copy readable and natural? And so on. The scope increases when we found the edge case for when some situation might occur.
I also learned how to do better research by not only looking for a single source. It’s crucial to look at a dictionary or thesaurus to find the right word.
Aside from the technical things, I also learned how to collaborate across multiple teams and how to stay objective while receiving feedback. Because in the end, the goal was the product, not my ego as a Writer.
Let's check out my other works!
