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Techcombank QR Transfer & payment

UX Researcher | Product Designer

Jun 18, 2021

Product team
1 Product Owner
1 Business Analyst
1 Product Designer/UX Researcher
2 Mobile developers
2 BE developers
2 QA

The context

Consumer	Shop owner
When users use the transfer feature to pay for a shop or a friend, it’s inconvenient and time-consuming because they have to fill in the receiver account information such as bank name, account number, amount, etc manually.	At some stores, the owner does not provide credit card payment (POS) as a payment method (they don’t have enough budget). They encourage people to use cash or transfer money. They usually put a tentcard with payment info (such as account number, bank, etc..) on the table.

Technical availabilities and business opportunities

At that moment, Techcombank was one of the very first banks to partner with VietQR (A payment solution from NAPAS). This opens many chances for us to solve the user problems about inconvenience in normal transfer and cash payment.
On the other hand, to support business our leaders decided to build the first TCB QR experiences.

Research insights

Consumers	Shop owners
User don't scan QR before so they just use it when a shop asking them scanning QR to get promotion Users only be aware of QR payment via banking apps with the VNPAY logo Transferring money via banking apps is a normal behavior for users but it really takes time, especially when they rush.	Small shop owners encourage their customers to use cash or transfer money. They usually put a tent card with payment info (such as account number, bank, etc..) on the table. Take time to check transaction status every time their customer transfer.

The Design Challenge

Consumers	Shop owners
How might we help users (TCB customers) make payments easier, more trustworthy, and faster than cash and transfer?	How might we help shop owners (TCB customers) save budget and support their business by simplifying payment experiences?

Design solution

QR transfer

Allow user to scan other’s QR code to transfer
Using new technology to confirm payment: Biometric (Face ID/Touch ID)
Shorten flow to user: Scan, enter amount and confirm with 1 screen

Share QR

Allow user to share their QR code to request money from others
Reduce budget to merchants, using it for free

Usability Testing

Most of users interacted with prototype fluently.
All users found the “scan to pay” quick access on home screen app.
Most of users felt safety and comfortable when they used FaceID to login after clicked on the “scan to pay” quick access on the pre-login screen.

What needs to be improved?

Make a default account and auto swap account to help users make payment easier.
Should provide the dynamic QR (Auto adding amount after scanning) on bill to shorten the process: Add amount, message, etc..

Pilot phase and success measurement

Run a quick pilot campaign in 2 weeks for 40 shop owners (TCB customers)

Users (Who use QR) now be aware of TCB QR.
Users who transfer and use cash to pay now can scan the QR code from the store.
The promo code is still the top motivation to user use Scan to pay.
Need to encourage users to use QR transfer by promo as the first step to build their habit.

Next steps

Launch the first release of TCB QR transfer with promo campaigns.
Adding an editable amount & message (Dynamic QR) to the QR code so the user can pay faster and safer
Auto swap account that has an available balance to help user pay faster.
Work with partner to acquire stores to launch QR payment in the next phase