Turns out, it wasn’t a “Tech” problem

Card sorting
  1. We checked for Nielsen’s 10 Principles of Heuristics. We ticked off all the boxes.
  2. We conducted a task analysis with 10 participants, and determined task completion rates and time on task.
  1. O: They used a wired mouse predominantly — A: They did not know shortcuts on a keyboard
  2. O: In addition to a computer, they used ledgers and books to make a note of all transactions and purchases. They often used a book and a pen more than computers — A: They trusted writing down things more than typing them on their computer
  3. O: They spent around 3.5 hours a day on an average using computers — A: They were not relying heavily on computers for their everyday tasks
  4. O: Most of the older users often asked the younger users for technical support — A: Older users were not comfortable using computers
  5. O: They used basic features on smartphones such as messaging services, making and receiving calls —A: Tthey were not very tech-savvy, and were not too keen to learn either
User journey
  1. We understood that before a digital platform for procurement was introduced, all the buying and selling took place via middlemen. We also understood that the relationships the employees formed with these middlemen were long-lasting based on trust. This could not be easily replaced by technology.
  2. Additionally, the users were also intimidated by technology — there was a fear associated with, “what if I make a wrong purchase? What if my payment goes though twice?”



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UX Researcher at HSBC | Views are my own | Strategist, Content Creator | Food, wine and everything nice