UX Design & Research
User Research
Internship Project
App Stickiness
Researched
Insights & Opportunity
Retention was a primary concern for Zelle, with users occasionally switching to competitor platforms due to usability gaps. The challenge was to find opportunities to make Zelle more engaging and intuitive, a product people would return to consistently.
Process
Research, personas, competitive analysis, synthesis.
Conducted user interviews to uncover behavioral patterns and preferences
Designed surveys to validate findings with quantitative data
Built personas to represent core user types and needs
Analyzed Venmo and Cash App for engagement and workflow patterns
Studied Apple, Tesla, and Nintendo Switch for ecosystem and loyalty parallels
Synthesized findings into actionable insights for the design team
Validation
Insights were validated through direct user interviews and follow up surveys, grounding every recommendation in real user behavior rather than assumption.
Interface & Systems
Research was synthesized into key insights and handed off to the design team, including recommendations for social features, transaction transparency, and streamlined workflows.
Outcome & Reflection
Informed improved transaction statuses for transparency and reliability
Shaped exploration of social features like payment notes and reminders
Contributed to optimized workflows for a more seamless experience
Delivered recommendations for lightweight social features to boost engagement