Familov Plattform
Project Overview
Every day, millions of people try to send money to their families in Africa, but high fees have always been a problem. Various charges were applied to different transactions, making the process costly. This is where Familov comes in. Familov is here to make money transfers easier—but in a smarter way. Instead of sending money directly, Familov partners with various shopping centers in Africa to enable home deliveries. Through Familov’s platform, users in Europe can order groceries, medicine, and healthcare services for their families in Africa—ensuring their loved ones receive the support they need, without the hassle of high fees.
The objective was to conduct a complete redesign of the platform, which required through UX research.
Survey
Designing effective, user-centered digital interfaces—such as websites and applications—requires UX designers to have a deep and nuanced understanding of their target audience. This process often involves conducting surveys to gather detailed demographic data, including geographic location, cultural background, age group, and socio-economic status. Equally important is a thorough analysis of users’ needs, preferences, and behavioral patterns to ensure the final product is both intuitive and relevant. As part of the investigation, it is essential to identify the specific problems the product aims to solve. Additionally, user goals and motivations must be clearly defined. It is also important to recognize the frustrations or limitations users face with existing solutions on the market.
User Persona
In user experience design literature, user personas are described as fictional characters grounded in empirical user research, created to represent the diverse types of individuals who might interact with a product, service, or website.
Rachelle, an introverted woman living in France, wishes to send a birthday cake to her mother in the Congo but faces challenges due to time constraints, geographic distance, and the lack of a local network to assist her. To overcome these barriers, she turns to a digital platform that enables her to order and deliver the cake remotely, reflecting her adaptability and the growing role of technology in maintaining emotional connections across borders. In contrast, Judicael, a 35-year-old man residing in Germany, is more independent and less professionally burdened. He prioritizes his family ties in Cameroon, regularly sending money but is concerned about high transaction and communication costs. As a result, he seeks alternative, cost-effective solutions such as sending food directly and providing mobile credit, highlighting his practical approach to supporting loved ones from abroad.
This structured visualization provided a clear and detailed depiction of the target user, serving as a crucial tool throughout the design process. It supported and informed design decisions and strategic planning by offering a user-centered perspective.
User Journey Map
After developing two distinct user personas, the persona of Rachelle was selected to create a user journey map. This approach allowed for a detailed analysis of the challenges she faces and the emotional responses she experiences while carrying out tasks to achieve her goals.
The user experience investigated on the User personas centers on the persona Rachelle, who faces a specific challenge: purchasing a cake as a gift for her mother. While the task initially seems simple, it becomes more complex due to Rachelle’s limited options. Sending money appears inadequate to her, as she desires to surprise her mother with an actual cake. During her search for a solution, Rachelle comes across a marketing campaign for an innovative platform called Familov, which captures her interest. She explores whether Familov allows direct cake orders for delivery to the Congo, where her mother lives. Through her interaction with the platform, Rachelle discovers that this is indeed possible, potentially resolving her dilemma. However, she initially finds the platform’s usability and interaction quality unsatisfactory, which negatively affects her experience. Despite these frustrations, Rachelle recognizes a key benefit: the ability to order and deliver a cake directly to her mother, fulfilling her wish to create a meaningful and personal surprise.
User flow
The user flow shown under outlines the interactive process a user follows to purchase a product through the system. Initially, users choose between two main services: “order product” and “communicate credit,” with the focus here on product ordering. After selecting this option, users pick from five product categories to simplify navigation. They then provide detailed location information (country, city, specific store) to ensure product availability matches the recipient’s geographic context. Users can add products to their cart directly, view detailed product info, or explore alternatives if their desired item is unavailable. A search bar enhances flexibility by allowing keyword or category searches. In the cart, users can modify their selection or proceed to checkout. The checkout process includes user authentication for security, followed by choosing delivery options: in-store pickup or home delivery.
Site map
The structured sitemap for the platform “Familov,” shown under, serves as a detailed, multidimensional model illustrating the hierarchical relationships and navigation paths within the platform. This sitemap is a crucial tool in UI/UX design and information architecture, helping me the designer, developers, and stakeholders to visualize the content framework and organization. Its purpose is to ensure that the digital product is intuitive, accessible, and user-centered.
