heloisa guarda
Automating an App Signing Process with User Experience Design
By automating the process, my client saved time, reduced errors, improved security and allowed for quicker integration of client apps.
Signing an app involves inserting a small code into the application's file, making it eligible for use and download on a payment device. This process was done manually as follows:
After understanding how the process was done, I was able to stablish how I would approach the challenge:
1.
Research
2.
Structure
3.
prototype
1. Research
Research
Desk research
Before speaking with stakeholders, I always prepare with preliminary research on the business, the clients, and the contracting company. The product was uncommon, and not many competitors were found.
Research
Understanding the bussines competitors
The Analysis focused on products that were similar to the one I was analysing and which could offer something different for the application signing process.
Research
Hearing the main employees and strategic clients
I talked to the customer support team to map out the main complaints from clients, identify which moments in the process caused the most discomfort for users and why. I also had the opportunity to speak with two representatives from the company’s major clients.
2. Structure
Structure
Stablishing out Target audience
B2B products typically have not one target audience but several. To address the majority of these user's needs, we designed personas based on conversations with the company's customer support team.
Structure
User Journey mapping and user flow mapping
After grasping the broader framework of the system, I moved on to examine each part in depth, identifying areas for improvement in the current experience by mapping various user journeys and flows.
3. Prototype
Prototype
Materializing data into visuals
The initial ideas were presented in medium fidelity, using Figma itself because it was easier for the stakeholders to understand. Once the visuals and structures were approved, the screens were prototyped in high fidelity with all the right components.
Prototype
Crafting consistency: Style Guide for digital excellence
A style guide was also necessary for this project, given that it was a system with various branches, components and variables would help me work more efficiently on the product's expansion. Additionally, it would help the client maintain consistency and identity when they received the system for maintenance.
I proposed a simple system aligned with the company's visual identity, based on interviews with internal teams and key clients:
4. Business results
Business results
30% reduction on customer complaints
It lead to a significant boost in satisfaction with the company’s services and products.
Business results
Time savings of up to 40% for both the client and the support team
The automation eliminated the waiting time between customer requests and the support team's response
Business results
Retention of a major client
The client sucessfully managed a network of 150.000 devices through the System and permanente adopted the software as their first source of payment devices information.