Case Study
Fully Repayment Automation
Overview & Challenges
The process
My role & responsibilities
To tackle the challenges mentioned before, we adopted a comprehensive approach that combined user research, technical exploration, and iterative design. Our methodology ensured that we addressed both user needs and technical requirements effectively. My role encompassed a wide range of responsibilities that were crucial to the success of this project. Through the following approach I was able to lead the project to successful completion, delivering a solution that not only met business objectives but also provided a seamless user experience for entrepreneurs.
Approach
1 - User ResearchUnderstanding the needs and behaviors of our users was the foundation of our approach. We conducted in-depth interviews and surveys to gather qualitative and quantitative data from entrepreneurs across all user scenarios. Additionally, I collected feedback specifically on payment methods, revealing discomfort with using 'Tikkie' for large transactions due to security concerns and transaction limits.
2 - Technical Exploration
Collaboration with our technical teams was essential to map out the integration of Mambu and HubSpot within the repayment process. We created detailed technical flow diagrams to outline data movement and system interactions, and conducted a constraints analysis to identify limitations within the payment systems, particularly focusing on 'Tikkie'.
We devised an integration strategy to ensure smooth data transitions and user experience. This included syncing Mambu with our repayment module and leveraging HubSpot for customer communication and data collection. For the payment gateway, we developed a workaround for 'Tikkie' limitations by breaking down large payments into manageable transactions while ensuring compliance and user convenience.
3 - Design Solution User Flows
With insights from our user research and technical exploration, we developed design solutions that addressed the identified challenges.
I designed tailored user flows for each user scenario, incorporating alternative secure payment methods to address user discomfort with 'Tikkie'. These flows ensured clarity, ease of navigation, and provided step-by-step guidance for managing repayments.
4 - UI Design
The UI design adhered to the design system, ensuring consistency and brand alignment. We focused on creating a responsive design that catered to both desktop and mobile users, and conducted multiple rounds of usability testing to refine the UI, focusing on clarity, ease of navigation, and error prevention.
5 - Test & Refine
User feedback was instrumental in refining our design. We conducted additional user testing to ensure these new payment methods were well-received and met security expectations.
The process
Learnings
The final design solution delivered a robust, user-friendly, and secure automated repayment system, significantly reducing manual workload and errors, and speeding up the repayment process. High user satisfaction scores were achieved due to the intuitive design, clear communication, and secure payment options. We ensured compliance with financial regulations and payment system constraints, demonstrating our ability to blend technical knowledge with user-centered design principles.
However, there were challenges along the way that provided valuable learning experiences. Some users were initially resistant to switching from manual to automated processes, highlighting the need for better change management and user education. The integration of multiple systems posed significant technical challenges, leading to occasional data synchronization issues that required close monitoring and quick resolution. Additionally, implementing multiple payment options increased system complexity, necessitating ongoing maintenance and user support.
These experiences underscored the importance of continual user feedback for refining and improving the user experience, the necessity of close collaboration between design, technical, and business teams for successful project execution, and the value of being adaptable and responsive to user feedback and technical challenges to develop a robust and user-friendly system. This project showcased my ability to lead complex design initiatives, effectively address user needs, and integrate technical systems to enhance the overall user experience.
