How Flip's Design Department Shows Our Customer Love Obsession

At Flip, customer love isn't just a buzzword; it's our mantra. Our design department lives and breathes this value, and we're excited to share how we make it happen.

So, grab a cup of coffee (or tea, if that's your jam), and let us take you behind the scenes of our design team. We’re here to spill the tea on how our team’s obsession with users drives us to build products that our customers love and use every day to save money through transactions. At Flip, it’s not just about making money as a business; it’s about helping our users save money and supporting this as a lifestyle – it’s a win-win business, which makes our work even more exciting!

Here’s how we keep the user's love alive and kicking. 

Casual Talks: Monthly Conversations with Users

Imagine sitting down with your friends, having a relaxed conversation and chit-chat. That’s the vibe of our Casual Talks, where we get to know our users better. Every month, we host these laid-back conversations to dive deep into how folks use Flip and what could be better. These aren’t your run-of-the-mill surveys; we’re talking real conversations. We want to know how you’re using Flip, what’s working for you, and where we can step up our game. It's like a coffee date where we listen more than we talk.

Even though the event is arranged by the research team, the session is not only attended by researchers, designers, and writers—it’s a full house with folks from product, business, and even the big execs. We’re all ears, and ready to turn your feedback into action. The goal? To keep a constant pulse on user happiness and spot those golden opportunities for improvement.

Comprehensive CSAT Studies: Quarterly Check-Ups

Just like a regular health check-up, we conduct comprehensive Customer Satisfaction (CSAT) studies every quarter. These studies are our way of taking the temperature of user satisfaction and figuring out what needs tweaking. The feedback we gather is our secret sauce, helping us prioritize changes that will make the biggest splash. This way, we keep our users grinning from ear to ear and ensure Flip runs like a well-oiled machine.

Our CSAT studies aren't just data points; they’re the cheat sheet for our product roadmap. Every quarter and semester, we use these insights to shape our plans and improvements. It’s proof of how seriously we take user feedback and our commitment to continuously leveling up Flip. By turning user insights into action, we’re dedicated to keeping our users happy and our app top-notch.

Co-Creation Workshop: Designing Together

We believe in the magic of co-creation. Why design in a vacuum when you can team up with the very people who use your product every day? That’s why we regularly collaborate with our users to test and validate design concepts and copy. This hands-on approach ensures that what we build isn't just good on paper but works wonders in the real world.

As designers, we know that we aren't our users. Our users come from all walks of life, each with their own unique ways of using Flip. This co-creation process lets us validate our ideas with real people who interact with our app daily, ensuring we don’t make decisions based solely on assumptions. By iterating with direct feedback, we craft experiences that truly resonate.

Power Users: Our Greatest Allies!

Every superhero team has its trusted allies, and for us, they are our power users. This close-knit group of Flip enthusiasts helps us fine-tune our designs before they hit the mainstream. Their insights are pure gold, allowing us to catch potential issues early and polish our products to perfection.

Here’s a fun fact: Flip was born because our founder saw an opportunity to save people from paying Rp6.500 for interbank transfers. Back in college, our founder and a small team created a solution to offer this service for free. And guess what? It all started with a simple Typeform! The journey from this hacky way of requesting money to the trusted app we have today is insane. From just a form to a mobile app that lets users make daily transactions, pay bills, request money, transfer internationally, and even provide solutions for businesses and corporations—we’ve come a long way.

But through it all, we’ve stayed connected with our loyal customers who have been with us from the start, even before we had our first app. These early adopters, along with many others from various use cases, are our greatest allies in product creation. Their continuous feedback and support help us ensure that Flip remains user-centric and continuously evolving.

Design Metrics and User Impact: Measuring What Matters

At Flip, we believe that great design isn’t just about aesthetics; it’s about making a tangible impact on our users' lives. That’s why we’re all about Design Metrics and User Impact. By closely monitoring key metrics, we ensure our designs are not only beautiful but also functional and user-friendly.

Design Metrics: The Numbers Game

To keep our designs on point, we track a variety of design metrics. These include:

• User Engagement: How often are users interacting with our features? Are they coming back regularly?
• Task Success Rate: Are users able to complete their tasks without hiccups?
• Time on Task: How long does it take for users to accomplish what they set out to do?
• Usability Scores: What are users saying about their experience?

By analyzing these metrics, we gain valuable insights into what’s working and what needs improvement. This data-driven approach helps us make informed design decisions that enhance user experience.

User Impact: Real Stories, Real Change

Metrics are essential, but they’re just one side of the coin. We also focus on the real-world impact our designs have on our users. This means listening to user stories and understanding how Flip makes a difference in their daily lives.

For instance, when we hear that our app has helped someone save money for their family or made it easier for a small business owner to manage transactions, it reaffirms the importance of our work. These stories drive us to keep innovating and improving.

Continuous Improvement: The Flip Way

Our commitment to design metrics and user impact ensures we’re always striving for the better. We regularly review our performance and iterate on our designs based on feedback and data. This continuous improvement mindset is what keeps Flip evolving and our users happy.

By balancing quantitative metrics with qualitative insights, we create designs that are not only effective but also deeply meaningful. At Flip, it’s all about making a real difference—one design at a time.

In the end, we know it takes a village. That’s why we embrace cross-functional collaboration—to ignite our collective spirit and bring our vision to life.

Our design department doesn’t work in silo. We’re in constant collaboration with writers and researchers, forming a dream team dedicated to delivering top-notch user experiences. This synergy ensures that every pixel, word, and interaction is thoughtfully crafted to meet our users’ needs. Together, we build products that are not only beautiful but also incredibly functional and move the business forward.

At Flip, our obsession with users is more than a company value—it’s our passion. By engaging with our users, conducting deep-dive research, and fostering a culture of collaboration, we consistently push the envelope to improve our products.

Our design department's dedication to understanding and delighting our users is what makes Flip strive and stand out. Thanks for joining us on this journey—we can’t wait to keep innovating with you!

Stay tuned for another tea!

Ps: We’re hiring!

Check out our career page here: https://career.flip.id/jobs