Findings from the Wayfare app interviews

Summary

This write-up pulls together eleven remote sessions with everyday account holders, grouped by the moments where people hesitated, backtracked or gave up entirely.

The strongest signal was around scheduled transfers. Participants expected a running total for anything set to repeat weekly or fortnightly, and none of them found it.

Recent statements were the second sticking point. People scanned for the amount first, then the merchant, and only checked the balance once both looked familiar.

Most participants said they would trust an in-app summary if it showed its working. Vague assistant replies were a common frustration, alongside deep navigation and failed bill payments.

People also struggled to locate card controls and billing preferences. Saved billers did not persist between sessions, so reference numbers had to be re-entered by hand.