Venmo Case Study
August 2023
An exploration of safety features and transparency. Personas, “How Might We” Statements, Interviews, Problem’s, Business Goals, Solutions, Opportunities, Experiments, User flows, Wireframes, Prototypes, Testing, Testing, Testing and, you guessed it, more Testing birthed this case study.
User Story: Grandma Lucy’s Fish Soup
User type “Lucy” is discovering scam issues when transferring money on Venmo.
Lucy is a caring grandmother who likes to keep up with technology. She uses Venmo to transfer money to her family members, but is always cautious about potential scams. She is always ready to help her family in any way she can. Her goals include; keeping up with technology and her family, creating ease when dealing with transferring money and avoiding scammers.
Venmo User Journey Map
The “User Journey Map” shows a visual storyline of engagement with the Application. Touching on Actions, Touch points, Feelings and Opportunities of the User. The User Journey Map is an engagement to better understand the customer's processes, needs, and perceptions.
Moodboard
“Moodboard” is the breath of the brand. A compilation of styles, colors, fonts, images and vector drawings combine to become “Venmo”, the brand. This is the gateway into the heart of the brand.
Low Fidelity WireFrame
Here begins the wireframe journey though my “How Might We” problem statement.
“How might we think about the users safety before completing a transaction so that they feel confident they will not get scammed.”
High Fidelity Wireframe
Here continues the wireframe journey though my “How Might We” problem statement.
“How might we think about the users safety before completing a transaction so that they feel confident they will not get scammed.”
Prototype
After multiple rounds of user testing I came up with this iteration of the problem statement.
“How might we think about the users safety before completing a transaction so that they feel confident they will not get scammed.”
Venmo lacks efficient safety measures as well as transparent Security & Privacy information to protect users from scams. Through this case study I have been searching for solutions to questions like “Where and what are the safety holes in the app?”, “How can people easily obtain the help center?” and “How can Venmo be more transparent with their Customer Service information?”
