ANZ — New Payments Platform Discovery
Discovery Phase

Imagine being able to make realtime data rich payments easily and quickly, any time, any place. This is the future with NPP in Australia. The cumbersome way to make payments using a BSB (branch code) and account number is no longer the only way to address payments. With NPP you can address payments to mobile phone numbers, email addresses and Australian Business Numbers (ABNs) or other aliases.

The arrival of the realtime New Payments Platform (NPP) in 2017 is set to revolutionise the payments landscape. Instead of waiting hours for a transfer or several days for a cheque to clear, Australians could be paid in a matter of seconds, 24 hours a day, seven days a week, 365 days a year.

The implications are significant for working capital, consumer peer to peer payments and future innovation in the payments sector.
Fast, flexible & Data rich
NPP is the banking industry’s response to the Reserve Bank of Australia’s innovation review, marking a milestone in the ongoing evolution of the payments industry. Below is an overview of NPP's customer benefits at a glance.
NPP participation, infrastructure & future
With NPP based on a global industry standard message format, the possibilities on the receivables side start to grow, as businesses start to get a much better understanding of their payer behaviours; for example, the ability to send more information with each payment.

For parts of the financial services sector NPP will prove game changing. Imagine an insurance company that receives a claim from an individual and needs to make an urgent payment out. With almost immediate crediting of funds, NPP could streamline and expedite the payment process for both the insurer and claimant. 
Design audit
With a rollout of NPP, a design audit was performed to do a comprehensive evaluation of the current state of the app to investigate all the payment flows within goMoney app. This will serve as a basis to examine how all the capabilities of NPP incorporate into the existing payment flows.
Transferring funds between your ANZ accounts.
Pay anyone through your account to someone else's account using BSB and Account number of the recipient.
Pay BPAY bills is an easy way to pay a bill to any registered BPAY® biller. All you need is the biller code and reference number, both located on your bill.​​​​​​​
Pay to mobile allows you to make a payment using phone number as an identifier.

Competitor analysis
Australia won’t be the first country globally to have real-time payments capability, NPP is shaping up to have a level of capability and flexibility comparable to, or in advance of, other ‘real-time’ systems available globally.

Some countries, for example Mexico and Sweden, created their real-time payment capabilities by upgrading existing high value or low value systems. NPP is expected to leap frog over many existing global real-time systems by building a brand new infrastructure for real time payments.
Conceptual blueprint
User testing 1
First set of user testing was done with 8 participants to validate and invalidate our assumption on the post-NPP goMoney designs. Prototypes were done in Axure and tested with mobile devices.

Set the scene: 
Imagine a world where you have the option to make some payments instantly and those recipients can receive the money immediately, and you could use methods like email, mobile numbers to pay (instead of BSB/account number).

Task A: Joe new colleague
You need to pay a new colleague, Joe, $20 for some stationery. You don't have Joe’s mobile number on your phone and all you have is Joe’s email that he scribbled on a piece of paper. Please attempt to pay him via the mobile banking app.

Task B: Pay Anna, your gardener
You’ve just realised that you’ve forgotten to pay Anna your gardener $50 for her work. You want her to get this money as soon as possible. This is the 2nd time Anna has done work for you and you have her account details stored. Please attempt to complete this using your mobile banking app.

Task C: Pay Roberto
Roberto your brother has just called you on your mobile. You owe Roberto $90 for your share of the grocery bill. Please attempt to pay Roberto on your mobile banking app.

Key findings
How did users feel paying to email/mobile?
Users were more security conscious during pay to email/mobile tasks:
(P4) Worried about typos for email - "What if I typed in a dash not a dot or joe72?". 
(P5) Uncertain it will get there - "Worried about the duration. It would have to be someone I know so I can call them to confirm they’ve received it".
(P6) Don’t understand how it works - "Would seek assurances from the friend about how it would work first, …if they didn’t know I’d get cash out and give it to them instead".
(P6) Depends on amount - "If under $50 or a small amount".
(P6, P7) Others exited to check mobile number against missed calls! - "Wanted to check that’s the same Roberto and the right Roberto" / "Would be hesitant, would check the mobile number matched the one in my phone".

Desirable adjectives
Users were asked to circle 3 of the top 3 adjectives that best describe his/her experience of using the app.

• Participants were able to complete all three tasks with ease.
• Users indicated that they found the interactions easy, logical and straight forward.

Best experiences:
• Pay to mobile - Paying through phone contacts list.
• Payment options - Choice and control over how to pay.
• NPP alert - Confirm payee and timeframe.

• Before - Users expected it would be hard and tedious, especially those who had bad experiences in the past with pay to mobile.
• After - Users were all receptive and excited about the product.
• Future - Provided it’s as easy as the process they experienced (and secure), some would prefer to give their mobile number (easier to remember, BSB/Acct no. errors in the past).

User testing 2
In the second set of user testing, we further iterated on the designs based on the feedback we gathered and created 2 separated prototypes in Axure that will aid with our testing with the participants.

Key tasks:
• Pay new payee.
• Pay existing payee.
• Payment history.
First prototype screen grabs.
Second prototype screen grabs.

Testing sessions
Testing results are documented in a spreadsheet across participants. Prototype 2 is the preferred version.
Desirable adjectives
Users were asked to circle 3 of the top 3 adjectives that best describe his/her experience of using the app.
System usability scale (SUS)
An overall SUS score of 90/100 was achieved in this test.