Problem statement
MUNA, the Peruvian National Museum, is the first museum in the country to introduce an app, yet it faces challenges with interactivity and usability. To enhance the visitor experience, we need to explore strategies to boost engagement and make the app a more integral part of the museum journey.
discovery
Early in the design process, I led a brainstorming session with a cross-functional team that included co-founders and engineers to explore potential solutions for the user experience. This collaborative approach ensured all stakeholders were involved from the start and helped identify key areas to focus on.
next steps
Next, I developed a detailed user journey to give the team a solid foundation for building the experience. This would act as a guiding framework for the entire project.
A User-friendly Experience
Developing an E2E in-app settlement offer experience will ultimately benefit customers that are moving further into delinquency & prevent an increase in chargeoff losses by giving them a more comfortable solution. Due to the existing back-end infrastructure's inability to support retention and payment scheduling for settlement offers, a new back-end system will be developed in alignment with the UX designs. To streamline implementation, the product team has opted for a single payment plan, utilizing recycled components that simplify the engineering process. In a future phase, multiple payment options will be introduced, as user feedback from prior email collections and surveys indicates a strong demand for this functionality.
usability testing
I conducted a round of usability tests with prospective customers to gather actionable feedback, ensuring that stakeholders understood the reasoning behind design decisions.
What Worked: Participants completed the application flow in under three minutes, finding it intuitive to select dates and times. The journey felt refreshing and clear, with participants easily navigating and understanding where to start.
What Needed Improvement: Some participants felt overwhelmed by the abundance of features. Although they appreciated the AI-driven question prompts, they felt that saving history was excessive and unlikely to be a feature they would use repeatedly.
This feedback allowed me to refine the design for simplicity and user focus, balancing functionality with a more streamlined experience resulting in the final app experience.
Outcomes
We successfully launched the experience to a select group of target customers, achieving a high usability conversion rate. This launch also enabled us to capture valuable insights into user preferences, providing a solid foundation for future iterations.