In my experience working as a product designer in transaction systems, I have learned several key principles that help improve efficiency, reduce friction, and enhance user satisfaction. Below are some critical insights and design strategies that contribute to a seamless user experience.
But first, what is transaction design?
Transaction design refers to the structured process in which users complete a series of tasks that involve data input, step by step. It includes gathering information, presenting guidance and requirements clearly and logically, and ensuring the system responds dynamically to user inputs.
Transaction tasks vary in complexity:
Light Transaction Tasks: Simple actions like transferring money using a banking app.
Mid-Level Complexity: Processes such as applying for a job, which require multiple steps and document uploads.
High Complexity Transactions: More intricate workflows, like applying for a visa or government financial services, which demand dynamic system responses to user inputs and the handling of multiple verification steps.
The design principles I learned
1. Less is more
Reducing unnecessary steps and eliminating redundant questions can significantly improve efficiency. The goal is to ensure that users can complete transactions quickly with minimal effort. In order to do that make sure you have a clear logic flow or decision tree to guide you by thorough various user scenarios.
2. Personalising the experience
Tailoring the transaction process based on user preferences and context enhances usability. For example:
Implementing an automatic save function allows users to return and complete their application later, especially when additional documents are required.
Providing both manual and bulk upload when users uploading business locations catered to their workflow and different ways of business operation.
3. Offering multiple data input methods
Providing users with flexible data input options improves accessibility and convenience. For example:
Allowing both manual entry and automatic population of location addresses ensures flexibility and reduces errors.
4. Preventing errors proactively
Design should focus on preventing errors rather than just fixing them. For example:
Providing clear guidance and pre-filled information, such as displaying the country prefix (+61) for phone numbers to prevent users from entering foreign numbers.
Offering clear error messages with actionable steps, such as a jump link to the error field for quick corrections.
5. Ensuring review before submission
Giving users a final review step before submission minimizes mistakes and reduces back-and-forth corrections. This approach helps lower customer support inquiries and improves user confidence.
6. Designing for accessibility and system visibility
Ensuring accessibility and clarity in system status enhances user experience. Best practices include:
Using multiple design elements (icons, colors, and shapes) to convey critical information instead of relying on a single visual cue.
Providing real-time feedback and system status updates to keep users informed.
7. Clear and logical navigation
A well-structured transaction process prevents confusion and frustration. Always allow users to review and edit previous information at any stage of the transaction.
8. Reusing data to reduce friction
Minimizing the need for users to repeatedly input the same information enhances efficiency. This is especially crucial when dealing with government services, where autofill and preloaded data can streamline the process.
By applying these principles, we can create a transaction experience that is efficient, user-friendly, and inclusive. A tedious journey can be made smooth, easy to use, and accessible for everyone. These strategies not only boost user happiness but also help businesses increase conversions by creating a delightful user experience and reducing customer inquiries.
Thank you for reading!
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