Logged in using Mpin Wanted to transfer funds. Found the option on the bottom menu after searching for 2-3 seconds Searched for “Add Payee” option . Filled the new payee’s basic details Prompted by tester perhaps to fill all fields Entered Mpin, 8 digit activation code sent via SMS. Payee added successfully. Filled transaction details. Added payment purpose in “Remarks” “Success” message comes once transfer is done. Confirmation of fund transfer through SMS. Message received after 5 minutes Why is it taking so long? Is something wrong? Where’s the option? They should give it upfront since it’s commonly used by people. Put the menu on top so it’s easily visible Where do I add new payee? Why am I unable to add payee here Hope what is provided is right Why don’t they mention which field is necessary and which is not? Activation code needs to be entered in 30 seconds. Need more time! What happens if it takes more than 30 seconds? “Remark” is a good option to remember what the transaction was for later on Why hasn’t the confirmation message come yet? Payee did not get any message. Why was mobile number and payee email required? Wonder if the money is actually transferred? Why does it take so long for a confirmation to come? It should happen instantly Anxious Worried Helpless Helpless Worried Unhappy Stressed Curious Anxious Unhappy Peak 1 Friction Information asymmetry Cognitive load Peak 2 Hard- Easy Effect Recency effect Peak 3 Friction End Key Actions Thoughts Emotions Behavioural Heuristics TERRAGNI CONSULTING (P) LTD PRIVATE AND CONFIDENTIAL Money Anxiety Empathy Gap
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