Niyo is a travel-focused fintech platform that enables international travelers to manage finances through digital products like the zero-forex markup card. Designed as a modern alternative to traditional banking, it aims to deliver convenient and transparent financial experiences for global travelers.
Niyo faced challenges with brand awareness, skepticism toward its new financial offering, and usability concerns during onboarding that affected early user trust and adoption.
Our mission was to conduct in-depth user research to understand travel and financial decision-making behaviors, identify usability gaps in onboarding and the app experience, and uncover perception issues impacting trust and adoption of Niyo’s travel finance products.
gained from qualitative research exploring travel planning and forex usage behaviors.
identified during task-based evaluations of onboarding and core app flows.
revealed while studying brand perception and credibility concerns.
developed by benchmarking Niyo against other travel fintech solutions.
Journey mapping and visual analysis of solo, couple, and family traveller behaviors, preferences, and decision patterns.
Comparison of Niyo with competing platforms analyzing onboarding, positioning, user trust signals, and feature differentiation.
Documentation of tactical usability issues and strategic challenges discovered during interviews, testing, and research analysis.
Through user research, we gathered user insights that translated into recommendations to simplify onboarding, improve communication clarity, and strengthen trust in the product.
Journey mapping and visual analysis of solo, couple, and family traveller behaviors, preferences, and decision patterns.
Journey mapping and visual analysis of solo, couple, and family traveller behaviors, preferences, and decision patterns.
Comparison of Niyo with competing platforms analyzing onboarding, positioning, user trust signals, and feature differentiation.
Comparison of Niyo with competing platforms analyzing onboarding, positioning, user trust signals, and feature differentiation.
Documentation of tactical usability issues and strategic challenges discovered during interviews, testing, and research analysis.
Documentation of tactical usability issues and strategic challenges discovered during interviews, testing, and research analysis.
Through user research, we gathered user insights that translated into recommendations to simplify onboarding, improve communication clarity, and strengthen trust in the product.
Through user research, we gathered user insights that translated into recommendations to simplify onboarding, improve communication clarity, and strengthen trust in the product.
For Niyo, the research revealed key barriers affecting trust and product adoption.
onboarding confusion identified
feature communication gaps found
brand credibility improvements suggested
Research and UX audit of onboarding screens including Aadhaar verification, face match, biometric KYC, and related trust signals.
Research mapping how travellers discover destinations, compare options, validate plans, and move toward bookings and execution.
Heuristic evaluation of key app screens assessing clarity, feedback, terminology familiarity, and interaction consistency.
Applied flow heuristics to personal details screens, identifying friction points and improving clarity, input flow, and usability.
Synthesized research findings and audit inferences into a comprehensive report and client presentation with actionable insights.
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