Lunes Checkout

To start the investigations we decided to carry out a usability test. The intention here was to generate data to interpret the actions of users and understand why at certain points they cannot proceed with the flow.

“Usability refers to the quality of a user's experience when interacting with products or systems, including websites, software, devices or applications. Usability is composed of three pillars: effectiveness, which is related to the assertiveness of the system; , which refers to performance and performance; satisfaction that is how the user feels when using your interface.”—Usability Gov.

Metric testing allowed us to generate more data to do a deep analysis of user behavior inside the checkout and know the critical points that were causing the problem.

Metrics analyzed:

- TSR Task Success Rate (TSR = NUM. TASKS COMPLETED SUCCESSFULLY / TOTAL ATTEMPTS);

- TTR Task Time Rate (TTR = TOTAL SECONDS / NUMBER OF USERS);

- UER User Error Rate (UER = TOTAL ERRORS OCCURRED BY ALL USERS IN THE TASK / TOTAL ATTEMPTS * NUMBER OF POSSIBLE ERRORS);

- ASQ Post-Scenario Questionnaire;

- SUS Usability Scale;

- SUM Unique Usability Metric.

Problem Statement (Lean UX Book)“The problem statement gives your team a clear focus for the work. It also sets any important restrictions. You need restrictions on group work. They provide the safeguards that keep the team grounded and aligned. "—Jeff Gothelf, chap. 8 item 3

Lunes Checkout was created to enable the purchase of tokens held in our network, allowing users to buy tokens using their centralized LunesPay wallets. Paying with LUNES or LBRL balance, and also with PIX and Boleto.
‍
We observed that the payment and login process generate confusion for users, making them unable to purchase tokens or login using their LunesPay accounts. They end up frustrated for not being able to complete their purchases within the checkout, generating a high level of complaints and a drop in the number of sales.
‍
"How could we improve the checkout and checkout login experience to reduce user error rates by 70%, increase task success rate and decrease the average time spent by the user in the purchase flow?"

User failed to see login button with LunesPay. Instead of following the login flow, he followed the registration flow, filling in the fields again with account data.

The user does not read the interface. He has trouble seeing the login button with LunesPay.

The user was unable to copy the code generated by the QR code.

The user wasted a lot of time trying to copy the code generated by the PIX QR code. He couldn't understand the icons.

The test metrics were used to identify which are the parts of the interface and flow that the user cannot perform his task efficiently, with this, it is possible to iterate variations with adjustments in order to seek continuous improvement.

We were able to improve the checkout login and payments experience to reduce user error rates by 76.37%, increase the task success rate at critical points in the checkout, directly impacting the conversion rate. We also reduced the time users took to purchase cryptocurrencies from 6m 17.8s to 4m 0.6s.