UX Researcher | Product Designer
Product team
Context
| Consumer | Shop owner |
|---|---|
| When users use the transfer feature to pay a shop or a friend, it can be inconvenient and time-consuming because they must manually enter the recipient’s account information (bank name, account number, amount, etc.). | At some stores, the owner does not offer credit card payments (POS) because it’s too expensive. They encourage customers to use cash or bank transfers. They usually place a tent card with payment information (account number, bank, etc.) on the table. |
Technical capabilities and business opportunities
At the time, Techcombank was one of the first banks to partner with VietQR (a payment solution from NAPAS). This created opportunities to address the inconvenience of traditional transfers and cash payments.
To support the business, leadership decided to build the first TCB QR experiences.
Research Insights
| Consumers | Shop owners |
|---|---|
| • Users hadn’t scanned QR codes before, so they used it mainly when a shop asked them to scan to get a promotion. • Users were only aware of QR payments through banking apps with the VNPAY logo. • Transferring money via banking apps was already common, but it took time—especially when users were in a rush. | • Small shop owners encouraged customers to pay in cash or via bank transfer. • They usually placed a tent card with payment info (account number, bank, etc.) on the table. • It took time to check transaction status after each 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 manual transfers? | How might we help shop owners (TCB customers) reduce costs and support their business by simplifying the payment experience? |
Design Solution
QR Transfer
- Allow users to scan someone else’s QR code to transfer money
- Confirm payments with biometrics (Face ID/Touch ID)
- Shorten the flow: scan, enter the amount, and confirm on one screen
Share QR
- Allow users to share their QR code to request money from others
- Reduce costs for merchants by offering a free solution
Usability Testing
- Most users navigated the prototype smoothly.
- All users found the “scan to pay” shortcut on the app home screen.
- Most users felt safe and comfortable using Face ID to log in after tapping the “scan to pay” shortcut on the pre-login screen.
What Needs Improvement?
- Set a default account and automatically switch accounts to make payments easier.
- Provide dynamic QR codes (auto-fill the amount after scanning) on bills to shorten the process (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
