Improving User Flow of Pay2Home MTM and GoTyme Bank
(Study Case: Account Integration)
Work Timeline: June - August 2024
Key areas:
UX Design
User Flow
User Research
User Journey
Prototyping
Pay2Home Singapore teamed up with GoTyme Bank to ease money transfer transactions for the Filipino community in Singapore. This collaboration streamlines sending money from Singapore to the Philippines, with a special focus on facilitating transfers to GoTyme Bank account holders, thereby providing a more convenient and efficient solution to manage finances across borders.
About Products
Pay2Home
Pay2Home is a remittance service based in Singapore, they provides remittance services to banks and other financial institutions. Pay2Home has several options for remittance, there are money transfer machine, self service kiosk remittance (Singapore based), online website, and mobile app. Their main product features are send money overseas via bank transfer, wallet top-up, and bill payments, with a list of countries covered in Asia, United Kingdom, Australia, Europe, and New Zealand.
GoTyme Bank
GoTyme Bank is a joint venture bank of Tyme, a multi-country digital banking group, with members of the Gokongwei Group, namely Robinsons Bank, Robinsons Land Corporation, and Robinsons Retail Holdings, Inc. Located in Philippines, GoTyme Bank focuses on providing digital banking services with the aim of offering convenient, accessible, and customer-friendly financial solutions to Filipinos. Its services include mobile banking, savings accounts, and other digital financial tools designed to make banking easier and more efficient.
The Collaboration
With the goal of easing money transfer transactions for the Filipino community in Singapore, Pay2home partners with GoTyme bank as remittance service collaborator. This partnership will conduct Pay2Home money transfer technology with GoTyme Bank’s systems, facilitating a more streamlined and efficient process for transferring funds. By connecting their services, the collaboration aims to provide Filipinos in Singapore with a more convenient way to send money to their GoTyme Bank accounts in the Philippines.
The collaboration involves the Pay2Home Money Transfer Machine (MTM), which will provide enhanced services for Pay2Home users who are also GoTyme Bank account holders residing in Singapore. Through this integration, users will be able to send money to the Philippines, pay bills, and top up their Philippine wallet accounts directly from the Pay2Home MTM. This streamlined approach simplifies financial transactions, making it easier for Filipinos in Singapore to manage their finances and support their needs back home.
Research and Design Process
To identify the most efficient flow for the integration between Pay2Home and GoTyme Bank, I conducted a series of steps. Started from analyzing stakeholder’s products with the document and requirement they have sent, do user research and take notes on existing system between Pay2Home & GoTyme Bank, then creating user flow and mockup for final design.
Document and Requirement
After reading the requirement of collaboration documents, I take notes that the collaboration of service area between Pay2Home and GoTyme Bank are overseas money transfer for GoTyme Bank user in Singapore to beneficiaries in Philippines, overseas Philippine’s bill payments, cash collections, and overseas e-wallets top-up. From those integration, I take highlights:
1. GoTyme Bank will provide permission for Pay2Home user that has GoTyme bank account to access their GoTyme account through Pay2Home MTM.
2. Pay2Home will allow user that has no GoTyme bank account to crate new GoTyme account from Pay2Home MTM.
For the design requirement, GoTyme has brand design guideline that cannot be changed, including brand color, brand font and logo.
3. The target users from this collaboration is philippines migrants and workers in Singapore.
Product and User Research
From the highlighted points on document & requirements, I decide to do product research (GoTyme Bank) by understanding their products & services first. Since GoTyme is new in Philippines, they have several features that relatively new for Filipinos such as self service kiosk, scan QR code to pay on merchant (currently can only read QR with QR Ph logo), and personal QR code that can be used for sharing bank account number.
Then I do user research with depth interview method to some user with requirements:
GoTyme users in Philippines
Filipinos living in Singapore who using Pay2Home product
From the interview I did, I got several behavior which can be highlighted:
Payment or transactions in Philippines are much using cash or GCash
QR code payment is still new in Philippines
Since GoTyme QR are new in Philippines, merchant still need to capture a photo of receipt on their phone to update payment.
To linking GoTyme account to other app payments such marketplace app, they should click a link to integrate account, then GoTyme will send a verification code (This method is generally used in Philippine’s mobile apps).
Most transaction from Filipinos living in Singapore are money transfer to several Philippines bank account and bill payments.
Key Points
After doing product and user research, I created Key Points to be applied on user flow and design process:
Personal QR code by GoTyme bank can be used for sharing account information in Pay2Home MTM.
The QR use for sharing account information in order to logging in account must be seamless due to two different products.
Since the MTM located in Singapore, while the phone number linked to GoTyme bank is using Philippine phone code, easy sign up by phone OTP cannot be used).
Shows latest and most transaction from GoTyme beneficiary.
Quick tutorial is needed since it is new feature for both products.
User Flow
After doing product and user research and get highlighted points, I create several user flow options:
Linking account by scanning link generated to QR on MTM screen:
Linking account by scanning GoTyme QR into MTM scanner:
Linking account by GoTyme username & password
MTM Design
Option 1 (Linking account by scanning link generated to QR on MTM screen)
Option 2 (Linking account by scanning GoTyme QR into MTM scanner)
Option 3 (Linking account by GoTyme username & password)
Banner Option
Final Implementation
After completing the research and design stages, the stakeholders selected Option 2 (Linking account by scanning GoTyme QR into MTM scanner) as their preferred flow option.
Nailul Imtihany
2024