Telkomsel approached the team with a large, but not insurmountable, challenge—they wanted to target two target groups with vastly different perceptions and needs towards mobile payments, for their mobile remittance service, TCASH. The first target group was the technologically-savvy millennials, who were already familiar with the concept of internet banking, and all its possibilities. For this group, they wanted to make TCASH a top choice for mobile payments. The second target group was the less-technologically-savvy Indonesians from rural areas around the country. For this group, they wanted to introduce the possibility of mobile payments.

For the technologically-savvy millennials, the team focused on revamping the current TCASH mobile application. We set out to “humanise” online banking transactions, and develop an experience that would always put the user first. To do this, the team incorporated engaging animations within the application, so users would feel like they were sending and receiving real currency. The team also allowed users to customise their own online banking experience, by being able to select their three go-to functions.

For the rural areas with less smartphone penetration, the team developed a second, more specialised, application. This was proposed in response to the behaviour and lifestyle of Indonesians in these areas. For example, in many Indonesian villages, a key individual would usually be tasked to remit villagers’ money to their families in other parts of Indonesia, or even to business-owners within the same village. The TCASH mobile application for these individuals would allow them to collect villagers’ money, and transfer it with ease. Villagers would be able to check their account balances through transitional SMS updates.