M50 Quick Pay - App Design
A mobile app experience for a transactional service where users need fast access, clear account flows and confidence in the process.
Project snapshot
- Client: eFlow
- Industry: Transport and payments
- Project type: App Design and Development
- Services: Mobile app UX, UI and development
The challenge
The project needed to turn a real business or customer need into a digital experience that was clear, reliable and easy to use. That meant balancing brand, usability, operational needs and technical delivery.
The approach
Armour by Granite focused on understanding the audience, simplifying the user journey, designing clear interfaces and building a digital product that could support the client beyond launch.
The outcome
The result is a practical digital product that gives users a clearer path to action and gives the client a stronger platform for service delivery, communication or customer engagement.
Client
eFlow
Services
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The Problem
Before the existence of the App, there was a high level of late payment fines being levelled at customers. This was, more likely than not, because users were having difficulty completing payments online using the Eflow/M50 website, especially on mobile devices. This resulted in frustrated customers resorting to contacting eFlow support by phone.
Innovation
The app features an pioneering circle based UI which can be swiped vertically to add or remove toll credits, while the total payment due is updated and displayed for the user below. The App UI is original while still being intuitive. An indicated stepped process helps users avoid frustration and successfully complete the journey to checkout.
Emotionally Engaging
While difficult for users to love an app whose purpose is paying tolls, we endeavoured to create an app experience which could both help complete this critical task and also put a smile on the users face. Localised, with graphics of the Dublin skyline, the app has a playful personality, is pleasurable to use, is memorable and effective.
The Results
Since the App was released the client has seen:
• Reduced call centre contact
• Less M50 user getting late payment fines
• Enhanced customer experience
• Increased number of self-service actions
