Redesign of Pricing Portal

Penny-Case-study-cover

Overview

MAERSK is an integrator shipment & logistics organization. To modernize their internal products in terms of scalability, integration of new Design System and support Pricing Managers to set pricing in an easy manner by eliminating to work with 3rd party tools & manual reports.

Deliverables

5

Persona

5

Experience Map

5

Hifi Mockups

Tools

5

Figma

5

Dovetail

5

Medallia

5

Frontify

My Role

Worked as a solo designer with complete ownership of the product by following end-to-end design process

Challenges

Q

Pricing Managers have no inland data visibility

Q

No activity log to view the updates made by any PMs

Q

No option to view initial rate card

Q

Manual setting of Pricing Ladders

Solution

R

Redesign of Dashboard with more data visibility

R

Design a log page with amendment data

R

Integration of notification to auto enable Pricing Ladders on demand

Design impact

Unified dashboard

Easy access to reports

Unified UI elements for seamless experience

Automatic alerts for price settings

Business outcomes

50% time reduced in price setting

Reduced operational cost

Before

After

Creative process

In this project, I followed the Design Thinking approach. I started with Heuristic Evaluation followed by Generative User Reseach to understand the current experience of the users using the product, their needs and expectations. 

Discovery

The project was to re-design our current Pricing portal, so I started with Heuristics Evaluation to analyze the exisiting Usablity issues with the product and what we can improve before starting out the new design.

The Heuristics Evaluation was conducted in collaboartion with a Usability Expert. The report shared served our Product Owners to prioritize the backlog. Apart from that it also gave me a direction on what additional I need to learn from my users in terms of product experience. So, I conducted a Generative User Research

  • User Interviews to capture user challenges, needs
  • Contextual enquiry to understand how users are actually using the product daily to make informed decisions

Research goals

  • Uncover any issues users are facing in their day-to-day work
  • What aspects of the product work well for the users? What do users find frustrating?
  • Identify key areas of focus that needs to be prioritized
  • Use opportunities to help inform UX Roadmap

Research insights

Easy data visualization

Graphical data  represntation can be made easier to read for making informed decision. Also can have filters for comparison

Error prevention

Prompt users with actionable error message for wrong doings at the earliest in their preferred channel to take any precautions in any route

Seamless experience

To have similar functional behavior throughout the app & should have all functional capabilities integrated into one app supported by external products

Persona

I also conducted a Survey to get the prespective of the data captured from research from all users using the product. And it was great revelation as the idea of conducting Survery proved positive. More than 90% of users response matched the research insights. Which was very conclusive for me to suggest that certain areas require UX attention with a overall redesign with integrating of new design system.

Survey insights

%

Learnability

%

Error Prevention

%

Easy Visualization

%

Seamless Experience

Now the most interesting work for me was to present those insights to my product owner for prioritization of the work along with existing ongoing work. For which I created the report in two different formats.

  •  A detailed report in Dovetail, with high-level overview in Confluence
  • Presentation consists of – Research Plan, Persona, Experience Map, Key Finding

The Journey Map was created as it was easy to present the UX recommendations against each area of the product in an easy readable format. It was also helpful for the stakeholder to review the details as well.

Design

Learnings

  • The research findings turns out to be very helpful when connecting with stakeholders
  • Team collaboration, all research work was done together with developers
  • Driving end-to-end research work was fun and challenging to get hold to participants and also stakeholder buy-in

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FCI Dashboard

FCI-Dashboard-Case-study-cover

Dashboard Design

Client
5

KVP Business Solution

Tools used
5

Figma

Deliverables
5

UX Design

5

Styleguide

Overview

To design a dashboard for displaying internal business unit performance in one single platform.

To automate the business performance tracking across internal departments so that it becomes easier for management to do yearly planning

Challenges

M

No one-stop platform to view department performance

M

Manual report preparation

Solution

  • Design a web portal so every department can update its status in a timely manner.
  • Design a dashboard, to present important KPI’s in a view.

My Role

  • Visual Design
  • UX Design

Creative process

Define

Ideate

Design

Discovery

strategy-workshop

After understanding the business goals, I planned to conduct a strategy workshop with the stakeholders to define the UX KPIs and overall project requirements. The project took almost 2 months to complete and handoff to the client product team to develop.

I started with some research and learnings about best practices for designing Dashboards. I gathered a couple of design inspirations from Behance and Muzli.

Define

Started brainstorming sessions with the stakeholder and other department heads to ideate on possible solutions. The goal of this process was to figure out the below areas.

  • The KPIs to track on the platform from different verticals of the organization
  • To understand different tasks users willing to perform by creating User stories & HMW (How Might We) questions.
  • Create an information architect to understand the functional aspect of the product from the project manager.

Design

I started with creating the wireframes to validate the content layout for the portal. After creating the hifi mockups I also performed Usability to validate the designs.

Usability findings

Dashboard
Profile
Dashboard
Dashboard
Profile

Key impact

Before starting the project, we decided to track some of the metrics to define UX success. The insight is from a period of 6 months post-launch of the application.

  • Time saved – 50%
  • Reduced server downtime – 35%
  • Incidents – 40%

Key learnings

  • Creating the information architect with a complete understanding of the functional side of the product is crucial. It helps the designer determine the interaction.
  • Improved communication skills as there were multiple meetings and presentations with the stakeholders and client management.
  • Developer collaboration is very helpful early in the design process, as it helps to overcome design debt.

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Attra wallet

KPB-Case-study-cover

Attra wallet

Overview

Attra is a service-based company in the B2B domain. They specialize in the banking, finance, and payments industry. To showcase their expertise in the payment domain, they wanted to launch a payment app for in-house employees. The idea was to integrate their rewards system and provide employees with a more convenient way to make payments to the office vendors in the cafeteria and promote domain expertise and branding.

My Role

Individual contributor helped with designing the hifi mockups, usability testing, style guide creation & documenting

Deliverables

5

Styleguide

5

Hifi Mockups

5

Prototype

Challenges

M

Employees rewards platform was difficult to access

M

Failed transaction due to poor network connectivity

Tools

5

Figma

5

Confluence

5

Hotjar

Solution

N

QR based payment app

N

Redeem rewards to wallet

N

Pay later option, incase of network issues

Key impact

Once the app was launched, it was observed that there were still disputes in transactions, however, the wait time was reduced for both employees and vendors, as the Pay Later feature eased the transaction. Also, there was a great response due to rewards redemption and discounts.

  • Failed transaction – 55%
  • Wait time – 35%
  • EMPLOYEE SATISFACTION – 75%

Creative process

Since the project had a short timeline for launch, we decided to follow Design Sprint as it helped to align requirements much faster with business stakeholders and also initiated the concept of Design Thinking within the organization in Leadership level.

Design Sprint

Research

During the research phase we started with the Stakeholder interviews to understand the goals of the project and finalizaed the KPI’s to track. In this stage, my role was

  • To collaborate with Design Lead for conducting the design workshops,
  • Capturing notes & sharing resources like questionnaire, templates, etc. to drive the workshop in an efficient manner.

After conducting the Stakeholder interviews, we started connecting with our colleagues. Our goals here was:

  • To learn about their present experiences
  • To understand user’s reactions about integrating the rewards system into this payment app, which could also help them with coupons and offers in day-to-day transactions.
strategy-workshop

As one of the issue was very common and the users were in house it helped was to empathize with our users a lot better. The research methods we used are User Interviews & Survey to capture both qualitative and quantitative insights. My role in this stage were:

  • Collaborated with the team for analyzing the research findings. Thematic Analysis approach was followed to summarize the insights quickly & easily
  • Creating the presentation for sharing the insights with Stakeholders & Senior leaders

During the research, I observed that most of the users were not much interested in using a separate payment system, even though there were instances of failed and delayed transactions. But when they realized that the organization was also planning to integrate our reward system where they can avail of discounts and offers, they seem to like it.

Also, as mentioned, employees were very hurt as they were sometimes failing to redeem their rewards on time, with no reminder.

Share the Insights here

Define

In this phase, I was tasked with some of the below activities along with a Senior Designer

  • To define the user’s journey and map out the activities.
  • To understand different tasks user might be willing to perform by creating User stories & HMW (How Might We) questions.

The product was designed for three different roles. One for the employees (user) and the other two for admin, agents with different tasks.

For users
  • Make payment for any purchase
  • Redeem rewards in the wallet
  • Apply coupons/offers in the transactions
  • Users can Pay later if required for situations like poor network or failed transaction
For admin
  • Approval for the vendors onboarding
  • Tracking of all users detail
  • Tracking of any disputes between vendors and employees
For Agents/Vendors
  • Payment accept
  • Offer discount
  • Menu uploading
  • Transaction details

Design

We started with creating the information architect, followed by wireframes to validate the content layout for the app. After creating the hifi mockups I also performed Usability to validate the designs.

Admin Dashboard

Profile
Homepage
Profile

Usability findings

Q

Unclear, with profile and homepage

Q

Offers from vendors were difficult to find

Q

Transaction details was in side nav

User app (Employees)

Homepage
Homepage
Profile
Profile

Learnings

Once the app was launched, it was observed that there were still disputes in transactions, however, the wait time was reduced for both employees and vendors, as the Pay Later feature eased the transaction. Also, there was a great response due to rewards redemption and discounts.

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Thanks for viewing

Have a project in mind? Let’s get to work!

I’m here to help. Just answer a few simple questions to help me understand about your requirements and we can take it forward from here.

Join the community

Find me on

Jotlines

Jotlines-Case-study-cover

Jotlines

Overview

Jotlines was an initiative by a group of engineers to help junior and fellow engineers find study notes for exams in an easy way without wasting much time or spending more on purchasing books. 

To allow students search for notes of their choice of subjects or by posting queries. The platform also allows students to get free mentorship from subject experts.  

My Role

Worked as a solo designer and contributed end-to-end design process. 

Deliverables

5

Hifi Designs

5

Styleguide

Challenges

M

Students in engineering college finds difficult to prepare notes for exam due to less available resources

M

No much mentoring available

M

Need to go through multiple books at times to prepare notes on certain topic

Tools

5

Adobe XD

5

Miro

5

Figma

5

Trello

Solution

  • A search feature to allow users easily find notes of their choice. Also the same feature has been added so that we can track user requirements and provide content accordingly in the platform or allow SMEs from domains related to maxium search keyword
  • The request notes feature has been added so that, resources or notes can be made available based on users request.

Key impact

The app was initially launched in Assam state. Post launch, it was initially downloaded by more then 500+ students. Some of the key highlights we tracked.

  • Return Users – 65%
  • Notes downloaded – 1000+
  • Notes requested – 200+
  • Mentorship sessions – 650+

Creative process

As the concept was very new so the process I followed was the iterative Design Thinking approach which helped me to refine the product design based on user feedback captured.

Design Thinking

The project started by conducting a workshop with the client team to understand the business goals and defined the metrics that would help to measure the experience for project success.

Business goals

  • To deep dive into students actual needs and validate the pain points shared from business.
  • To understand quantitative data (how much percentage of students have the issue). Do they need help with something else?
  • To eliminate assumptions, and validate early stage solutions.
    Workshop

    Empathize

    I did my desk research to understand the concept a bit more and started exploring if any similar applications exists which can help me to learn the concept model and their experience. And to my surprise there is no application available with a combined solution as the project.

    As I was unable to find any data from my secondary desk research so I planned to connect with users to learn their experiences, goals, challenges, etc. which will help me to drive the next steps.

    User Interview

    Research insights

    To analyze the research data, I followed Thematic analysis. The insights and key findings

    %

    Time consuming

    %

    Require study notes

    %

    Mentorship

    Define

    The insights received from the User Interviews actually made my work easier to drive the remaining process. In this phase, I presented the research findings with the client team, along with a Journey Map to prioritize the features so that we can focus on ideating and release the MVP. My goals in this phase was to 

    • To discuss the opportunities in user’s journey and map out the activities.
    • To understand different tasks user might be willing to perform based on their stories by creating HMW (How Might We) questions.
    Some of the HMW questions from the workshop
    • How might we make customer aware of the application?
    • How might we make notes/documents search easier?
    • How might we verify duplicate contents?
    • How might we make trust customer for online payment?

    Ideation

    After lot of user interactions and connect, finally we arrived at solutioning. So, I organized a brainsorming session where we followed the Crazy 8 method. The workshop included several stakeholders from client – developers, product manager, sales team & few users.

    The reason, I went ahead with this approach, was to get the diverse ideas from both users and business. The Persona & Journey Map helped me during the workshop to remain focused on the scenarios captured during User Interviews. Followed which we went with sketching the solutions.

    User story
    Brainstorming Workshop

    As there was a challenge coming up with providing free mentorship due to business reasons and get quality mentors to provide free services we decided during the ideation to release the first version with only sharing & searching of notes. We also came up with the concept of having two different application one for User & another for Admin.

    Started with Task analysis for both the roles to understand how the users will navigate through the product and map out the edge cases.

     

    For users
    • Search notes or mentors on specific topics
    • Request for notes or mentorship session on specific topic of users choice
    • Sharing of notes with others
    For admin
    • Approval for notes published in platform
    • Request for notes or mentorship session on specific topic of users choice
    • Sharing of notes with others

    Design

    Created wireframes to validate the content layout for the app based on the moodboard & inspiration captured. After creating the hifi mockups I also performed Usability testing to validate the usability issues.

    Jotlines-Stylescape
    Homepage
    Request Notes
    SignIn
    Request Notes
    Profile
    Request Notes

    Usability findings

    Q

    The search feature was not clearly understood by users

    Q

    Question papers were one of the primary requirements

    Q

    New upload was confusing for users, so moved to upload

    Q

    CTA's were seen as a secondary action, not very clear

    Q

    Users wanted to see the category as well

    Learnings

    • Learned the practical implementation of Design Thinking Process
    • Being an individual contributor focus was more important to deliver on time
    • Explored design tools like Adobe XD, Zeplin
    • Gained exposure for conducting & facilating design workshops

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    Thanks for viewing

    Have a similar project in mind? Let’s get to work!

    I’m here to help. Just answer a few simple questions to help me understand about your requirements and we can take it forward from here.

    Join the community

    Find me on