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AEON Financial ServiceAEON WALLET

Comprehensive Financial App
The Next Generation

Context

AEON Group, a giant retail conglomerate with 18,887 stores, approximately 599,000 employees and ¥9.5535 trillion in annual sales across Japan and Asia, offers comprehensive financial service. With stores in every corner of Japan, a wide user base of 31.49 million credit card members nationwide, and a diverse range of financial services, what does the future hold for the next-generation comprehensive financial app envisioned by AEON Financial Services?

Our Approach

A large fraction of AEON’s customer base consists of limited digital and financial literacy users. A survey of 1,300 users revealed a need for a concept where “users are able to choose the best configuration according to their usage”. This approach aimed to achieve a straightforward and intuitive design, making the service accessible and easy to use for everyone.

Awards

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0
million+
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0
million
monthly active users (MAU)
A payment app that provides a simple yet innovative experience, allowing each diverse user to select their own preferences. A completely new approach, offering a fresh and unique experience.
Excerpt from the initial concept documentation

Process

01
User Research for Financial App
02
Concept Design
03
Design Sprint ⇔ User Test
04
Business Expansion

User Research for Financial App

A survey of 1,300 general users revealed that while existing payment services offer many services, most of them remain unused. It was discovered that constant recommendations for unused features and services may overshadow valuable information.
Additionally, the survey highlighted a significant disparity in cashless payment usage between urban and rural areas. Reward services such as point rebates concentrated in urban areas has been identified as a key issue.
Existing services often display recommendations for features and services that users do not utilize, potentially obscuring valuable information.
Excerpt from the initial concept documentation

Concept Design

Based on research findings, we designed a user experience that ensures convenience and ease for a diverse range of users with varying usage needs and literacy levels. Rather than imposing unused features, users can select functions they need according to their stage of life and lifestyle. We focused on creating a simple, intuitive experience where users can easily find and use relevant information and features by refining the UI through iterative user testing.
Besides, to eliminate disparities related financial knowledge and regional differences, we designed an experience that naturally and comfortably presents relevant information and benefits to users safely.

Design Sprint ⇔ User Test

Payment services vary significantly depending on users’ stage of life, daily activities and preferences. To create a service that is optimal and engaging for each user, we conducted interviews to empathize with and understand the different customer attributes, leading to a user-centered concept design. We meticulously designed every detail - user experience, screen design, visuals, interactions, and text - through design research and usability testing. This ensures that the service is accessible and valuable to everyone regardless of their financial or IT knowledge.
While only high IT literacy users in urban areas have previously benefited from digital payments, our goal is to provide a service that is reassuring and accessible for those less familiar with digital technology.
AEON Pay has achieved availability in 1.95 million locations in 2023, with plans to expand to 2.9 million locations by 2024, continuously extending its coverage to suburban and rural areas across Japan.
It doesn’t feel like a typical card app in a good way. It’s great that only the necessary information are visible.
User Interview : Female, 20s
It’s incredibly simply and pretty user-friendly. The features I need are all concentrated in one place.
User Interview : Male, 40s

Business Expansion

Many consumers still feel uncomfortable with financial services, and Japan’s cashless payment usage rate remains relatively low compared to other countries. Especially in rural areas, where cashless payments have yet to gain traction, creating a significant gap between urban and rural lifestyles, with point rebates and other benefits concentrated in cities. As a company with commercial facilities and supermarkets across suburban and rural areas in Japan, AEON Group aims to bridge these gaps by providing highly accommodating services, which offers easy, convenient and beneficial experience for everyone, addressing disparities caused by lack of financial knowledge and ensuring a user-friendly and manageable experience.
Various financial assets held by AEON Group will be integrated into the app, including credit cards, code payments, point payments, vouchers, insurance applications, transaction viewings, small loans, investments, financial education, etc. in the near future. This will transform the app into comprehensive financial touchpoint for residents within the AEON market catchment area.
Additionally, by collaborating with AEON Group’s tree-planting initiatives and financial education efforts, the role of the payment services can be redefined, making it not just as a transaction tool, but as a means to enhance consumer knowledge and contribute to the societal issues.

Client

AEON Financial Service Co., Ltd.

Credit

Consultant
Takehiro SUENARI
ART Direction
Tomoki TOI
Design
Naoya KASAI, Yukari NAKAHARA, Ungyon IWAMURA, Kyung a TAE
UX Design
Kazuki YABE

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