Client SomiaCX

Project Duration 10th year Anniversary

Project Location Indonesia

Since 2012, we’ve been working on a variety of interesting projects, many are related to the micro-segment, finances and how they use technology in Indonesia. It is a promising segment with massive growth potential in terms of financial and tech adoption. Additionally, we discovered that current approaches to attract the interest of the micro-segment are not fully optimized yet.

Overview

To celebrate our 10th Anniversary, we would like to share our learnings and experiences regarding this segment. We have written them into this book, hoping that the information we provide can inspire readers to develop more effective strategies to introduce finance and tech adoption to the micro segment. If you want to know more about this publications or to collaborate with us, feel free to contact us. Enjoy!

Read The Books Here!

Concise Version:

8 Recommendations to Improve Financial Adoption
for Indonesia’s Micro-Segment

Detailed Version:

8 Recommendations to Improve Financial Adoption
for Indonesia’s Micro-Segment

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Client Sarinah

Project Duration 3 months

Project Location Indonesia

Sarinah is the first historical retail store in Indonesia and used to be an icon for older generations. To stay relevant in the present, Sarinah did a total transformation from its building to branding to attract more customers, especially the younger generation. One of the strategies is to develop mobile apps as part of digital brand activation and transform customer experience into a loyalty program.

Overview

As part of the brand activation channel, Sarinah app needs to have strong branding and visual design representation. Combining a modernized ‘Ambatik’ icon, we managed to present the Sarinah app in a unique way that caters to its new brand direction without leaving the noble values of Indonesia. The new Sarinah App has led to the first phase of integrated Loyalty Program, promoting Indonesian SMEs as part of their mission.

Our Approach

The goal is to find balance and harmony in different visual preferences according to multiple generations. Most of our explorations have involved an editorial design approach without forgetting the UIUX rules. We’re responding to these challenges by conducting several Usability Testing with 3 different target groups (Gen X, Millennials, and Gen Z) to understand all their aspirations, then conversing with our key stakeholders to understand the business directions and company visions.

We also come upon the new branding, architectural, and interior elements to understand the new Sarinah transformation. Connecting and re-learning the importance of Sarinah from the experts has helped us to create a digital experience that feels cohesive with prideful Indonesian elements.

First visual direction of premium and preserve looks

Second visual direction of bold, pride, and rebellious

Information Architecture, Wireframing, and Usability Testing with respondents

Our Interaction Design Proces

Visual Direction Exploration

We start exploring two distinct and extreme visual directions, mainly focusing on how editorial design looks to get premium and modern feelings. Visualize Sarinah as a feminine and elegant figure based on its background story or embrace its new and hype culture.

Stimuli Creation

We connected those explorations to a group of both suitable and opposite keywords in the form of emotional cards. We also prepared the complete wire-flow design of the app features based on scenarios.

User Testing

The aim is to align different preferences and aspirations between 3 generations towards current vs new Sarinah. Within our stimuli, we have managed to get early feedback, validate our assumptions, and clearly understand the gaps between its vision and users desire.

Design Assets

From both customers’ and stakeholders’ insights, we adjusted the two distinct visual directions to represent Sarinah’s branding keywords. We came up with new iconography and “Ambatik” illustrations for modern ethnic representation of Indonesia that also resonates with its culture and story of Sarinah.

Design Handover

Not to forget, while we design the app, we ensure every component follows the atomic design principle. The intention is to have reusable components, to be easily implemented and expanded into other digital channels and their next business phases.

The Results

We built modular and strong uniformity of Sarinah App visual elements to other mediums such as digital and physical gift voucher design. Our final visual directions came with an adventurous and rebellious feeling that resonates with the youngsters while maintaining the preserve, premium, and elegant looks to stay connected with the older generations.

Consultant in-charge

Uka QAP

Project Oversee

Catharina Krisanti

Interaction Designer

Himawati

Project Lead

Gilang Nur’Aidi

Interaction Designer

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Client E-Commerce

Project Duration 2 months

Project Location Jambi, Manado, Yogyakarta

We engaged with a new startup to enter the e-commerce market targeting rural areas in Indonesia. Since it was still at the beginning of the development, our biggest challenge was defining the target customers and product strategy to have the right angle for the rural market.

Overview

Within two rounds of research, we helped the client develop a clear strategy of value proposition, product offering, customer experience, and product roadmap to enter the market confidently.

Our Approach

We need to understand our users better to define the go-to-market strategy. The explorations that have been done aren’t targeting only the store owners but also other stakeholders, like suppliers, logistics, and also the BUMDes (village apparatus). Based on those explorations we have gained a deeper understanding of the whole ecosystem. Our works aren’t limited to the initial discovery only. We also did service evaluation by visiting areas in Central Java with different types of local merchants. This evaluation helps us to uncover a holistic service journey that can be improved and implemented into e-commerce product transformation.

container mx-auto w-full — Stakeholders Mapping

Our Interaction Design Proces

Exploratory Research

We conducted IDI and intercepts with different stakeholders and business scales in 20 locations from Jambi, North Sulawesi, and Central Java. They range from small, medium, and big resellers. This field research goal is to understand the full ecosystem’s needs and pain points.

Service Evaluation

In this phase, we focus on the service evaluation and identifying improvement areas. We did immersive research in four regions in central Java by interviewing the stakeholders, going to the store, doing home visits, field observations, and intercepts.

Intercept and in-depth-interview with respondents

The Results

Targeting the rural market would be challenging, especially if the products heavily rely on digital. Here are some of the insights that we’ve captured from our research:

Physical touchpoints and offline relationships are essential to bridge the interaction. The existing user journey has been developed for a long time and is primarily offline. Hence, the product can’t apply fully digital experience and touchpoints instantly.

Trust is built over time. Trust is earned. Familiar faces are needed, and past bad experiences set their trust. In this service journey, reliable agents, stock availability, and straightforward legal entities greatly influence customer trust.

The product should build simple and practical over users’ existing habits. Their day has always been packed with warung/ shop routines, and they are served by sales which come directly to the shops. They don’t have time or motivation to learn new things that add more complexities to their current habits.