SafeWire
A BIG PROBLEM, A BIGGER SOLUTION
A multi-layered blockchain + SaaS solution that eliminates wire fraud losses for buyers & sellers during property transactions and minimizes operational costs while maximizing revenue for the title and escrow industry.
OVERVIEW
PROCESS:
Surveys, Interviews, Personas, User-need Mapping, Competitor Research and Analysis, Feature Mapping, Concepting, Sketching, Card-Sorting, Site Mapping, Paper Prototype, Contextual Inquiry, Iteration, R.I.C.E. Analysis, User-Flow, Information Architecture, Branding, Hi-Fidelity Prototype, White Labelling, Integration Adaptation
TOOLS:
Sketch, InVision, Illustrator, Google Analytics, Google Sheets/Docs/Slides/Forms, Paper, Post-its
ROLE:
Full UX Process & Direction, Visual & Product Design, Branding, Product Ownership, User Research
ICON CREDITS:
Google Material Icons, materialdesignicons.com, The Noun Project
ADDITIONAL RESEARCH CREDITS:
Faraz Khan, PM | Megan Harris, PM | Matt Veryser, Head of Product | Wes Cantwell, UX Researcher | Jess McPheron, PM | Laura Stephens, BA | David Brower, BA
BUSINESS PORTAL
MORE IDEAS, MORE SOLUTIONS
B2B: The design of SafeWire’s B2B offering has much in common with its B2C: they both establish a clear information architecture, include compelling, content, offer details about services the user cares about, and have a simple, understandable interaction design. The SafeWire Portal offers a responsive desktop experience designed to give it’s users a catalog of beneficial features including:
Verifying the identity of their clients
Verifying the ownership of client bank accounts
Secure delivery of blockchain-secured wire instructions
Wire fraud knowledge base and support
Send & Receive important documents securely
View and share progress updates with everyone involved in the transaction
THE CONSUMER EXPERIENCE
A STRONG PURPOSE
B2B2C: Typically, B2C offerings require a higher level of consideration for its users. The SafeWire consumer UX is designed to carry out the requests of the title/escrow office while reinforcing pleasure, excitement and trust and addressing the common fears and anxiety of the home buying/selling process- often the biggest investment a person will make in their life.
In effort to create a positive experience for the user I took these emotional design influences into consideration:
Visceral emotional design: The product’s first impressions, aesthetic, quality and engagement.
Behavioral emotional design: Heuristic and ethnographic assessment of how well SafeWire performs the user’s desired functions.
Reflective emotional design: The impact and attachment the UX has had in retrospect.
CHROME EXTENSION
A CLEAR OPPORTUNITY
Google Chrome is used amongst about 69% of the market and is steadily increasing. From research insights and strategy, I learned how important it is for our users to limit signing in to third-party software in effort to remain productive while managing their daily workflows.
Build with a Lean philosophy this light-weight, integration-agnostic solution allows users to immediately leverage SafeWire’s functionality with the simple click of an icon.
RESEARCH DOCUMENTATION
Market Competition Canvas
Feature & User Story Analysis
HAPPY ADMINISTRATORS & USERS
USERS, ROLES & PERMISSIONS
I think of the relationships between users, roles, and permissions as the relationship between people, jobs, and tools. These sections of the app satisfy the Administrator’s needs to control viewing, authoring and editing access of team members as well as their escrow account security and payment plans.
THE PRINCIPLE OF LEAST PRIVILEGE
As a security & financial tech SaaS offering, the Principle of Least Privilege allows each user to accomplish their required jobs in the product, but nothing more. This minimizes accidental data errors by careless or inexperienced users and in rare cases prevents stolen accounts from fraudulent damage.
WIRE FRAUD SUPPORT
A SMALL ADDITION INSPIRING BIG TRUST
Research has shown that wire fraud attempts have increased over 500% in the last year, and once wire fraud occurs there is a 72 hour window before the chances of recovery are dissolved.
This section of the app doubles as a knowledge base for users to identify wire fraud and take the necessary action as quickly as possible with their team members, local law enforcement and FBI.
LEGACY INTEGRATION ADAPTATION
ENTERING THE MODERN SaaS AGE OF DESIGN
Legacy integration adaptation is difficult and can be a threat to the agility of an organization- but is sometimes necessary to open up your product adoption and revenue opportunities to a new market segment. With the collaboration of my team, this project was executed with Agile practices in effort to avoid the many common mistakes of legacy software integration.
My goal was to create the best possible UX within the limitations of our integration partner’s dated and inefficient platform while still providing value to the user at every stage with opportunities for constant stakeholder feedback loops.
