Portfolio

Fin-Tech payments platform UX Research and Re-Design

• Products name: Fin-Tech Platform Payments section
• Devices: Web (desktop and mobile)
• My Role: UX research (qualitative and quantitative), UX Writing (co-op), UX Design (co-op), Post Launch Testing
• Teams involved: Product Designers, Customer Support and Account Managers, Back-end Payments Specialists, Front-end Developers, Project Management
• Stakeholders: External (customers)
• Tools: Figma, Miro, Jira, Microsoft Suite

Challenges

The business request was to update the payments handling tool in order to reduce the CS team workload and lower the call-drivers of customers. The amount of support requests was large as the tool was not offering all the desired functionalities for users to carry the process themselves.

Pain Points

The main issue with the tool was its outdated and cryptic interface. There were too many text instructions with too little in terms of explanation, graphical aids, and even basic content formatting to make it easy for customers to complete the required action. The interface was closer to a wall of text than a modern one, and customers suffered cognitive overload and confusion while trying to use it.

The unfriendliness of the underlying architecture was to be addressed, as it caused navigability inconsistencies and plain wrong ends for a set of operations.

The Process

Multiple teams were involved in the research and redesign of the payments tool. The core data came from CS Data and Categorization, which was also the primary statistic motivating the redesign from the beginning. 

A representative pool of users was chosen, and subjected to surveys, remote and live interviews, to confirm the so far identified blockers and users pain points. All these methods contributed to create qualitative and quantitative data necessary to build relative User Personas and User Journeys.

Value Propositions were then discussed with Project Managers and the Back-end team. The process thus moved on the sketching stage in order to define IA, create paper wireframes, and translate them into interactive Figma prototypes. This stage involved a great amount of collaboration from all the interested teams.

The fresh live prototypes were checked for accuracy and respect of business requirements. Content was adapted by the UX Writers (including myself), in collaboration with the most experienced CS Team members.

The result was that the whole content of the payments tool was rewritten, reformatted, and split into categories blocks. Dropdown menus were implemented, depending on users selection and eligibility. Categories were furnished with further steps to guide users on the chosen payment action to perform, minimizing the amount of unnecessary information displayed. Original content was redistributed where appropriate. Business requirements were implemented into the tool via automated selection, tooltips, and warnings.

Before the launch, A/B testing, Usability testing, and First-Click testing was carried by a new pool of users which partly included, but was not limited to, those that took part in the previous Research stage.

Post-launch, testing and monitoring of the user experience was continued on multiple client-facing teams in order to swiftly adapt the design, if the need arose.

Solution

The rewritten and reformatted content, with the help of tooltips and warnings, was much clearer and helped customers use the tool with greater efficiency. The support requests from customers dropped significantly thanks to a redesigned UI and a much improved user experience.