Overview
This new app aims to have an information architecture that provides a transparent, practical, and desirable user experience. It includes a cross-selling module and promotions to showcase digital products. The app is designed to enable self-management and control functionalities, providing direct access to the sections most valued by customers.
The digital asset is aimed at a target market of frequently pawning customers, based on a segment and attitudinal profile. To build it, we have started from the informational elements to progressively migrate to the digital channel being mainly transactional.
The new app
Nacional Monte de Piedad clients will be able to see the general status of their tickets and keep track of them through an architecture designed around their main needs.
Pawn simulator with more precise results according to the client
Navigation menu with the most relevant sections for the client
The most relevant information about the ballots in a single view
View the ballots and track them by distinguishing their status
Usage tips that help you have better control of the application
About the process
We evaluate what we have at that moment on the app, the objective that we were pursuing, and what we build on the web, and we start to evaluate functionalities.
With the design system, we started to change the appearance of the app incorporating some of the new build functionalities we had on the website.
When we had an MVP, we started having beta users. A Beta user is a trusted customer who helps identify opportunities and defects of a digital solution, so no person can be considered a Beta user. Some considerations were:
Have active pawn tickets / fully understand customer pain points
Be committed to sharing constructive comments on identified incidents
Ensure that feedback provides all the information a developer will need to replicate the issue
The journeys that we document and tried with the users:
Simulate that you forgot your password and have to recover it
Sign in, use your usual email and password to log in
Promotions, explore the promotions section that there is for you, and read their details
Profile, check your data and profile details
Customer level, identify your level and its details or benefits
Monte Card, locate your Monte card number
Settings, Change your password from this section
Help, go to the section and review the help options they offer
Tickets, go to the 'my tickets' section to see which of your tickets are about to expire or are being sold
Cash, add and remove tickets (even if you don't pay for it, just to do the exercise)
Payment methods, check the available payment methods
Final thoughts
The app has significantly improved the digital environment at Nacional Monte de Piedad. Customers can now access information and make payments through their preferred channels, which was especially important during the pandemic. Previously, online payments were impossible, and branches could not be closed. The digital environment now allows people to choose how they interact with the brand for their needs.
