One stop solution for merchants
Be it accepting a payment, viewing sales report or growing their business
Stakeholder Interviews
A kick off meeting was set up with the stakeholders to understand what the organization wanted. That was our chance to learn about their marketing strategy, current status and business need. Once we had an idea of what is required, we identified key stakeholders from different departments who has stake in this requirement. A 45 mins to 1 hour discussion time was set up with these 7 stakeholders to understand the requirement from their perspective and how is it benefiting them in their organization. A technical and legal constraints check were also done as part of these stakeholder interviews.
Research
At the discovery phase of my project, I conducted ethnographic research using multiple tools in order to get a better understanding of the user's ecosystem, their daily routine and life. Also, conducted PET user interviews to understand their drives and blocks in going digital.
I spoke to 15 users each in 2 locations (tier 1 and tier 2) to determine if there are differences of opinion w.r.t location. Surprisingly, I learnt that location has no effect on their beliefs and trusts. However, if there is a customer demand, they will go to any extend to make those things happen for the good of their business.
Process
I started the research process by setting up a matrix based on the target segment to recruit relevant participants. Once the participants were recruited, they were presented with a set of screening questions (which they have to fill in front of us) to validate whether we have got the correct participants. When I made sure that I have gone to the relevant store with the right participant, we introduced ourselves and the purpose of the study as an ice-breaker. After making sure they are comfortable and will open up, questions were asked based on the protocol which was created to understand the pain points and requirements of the users.
As part of the ethnographic study, different methods/tools like My World, DILO, Process Sketch and Future Forward were used.
As part of the PET study, I started off with PET Scan to keep the participants interested in the study.
All observations were taken as notes and these notes were analysed and key insights were presented to the stakeholders.
Note - Before conducting the actual research, pilot study was conducted to measure the reliability of the protocol.
Personas
Based on the interviews we set up 2 personas. We referred to them throughout the entire product development process.
- Future Tracker
- Status Quo Approximator
Experience Map
This was created to let our stakeholders know the experience a customer has about their current product.
Wireframes
At the beginning of my design process I created wireframes. I created dynamic prototypes (click through) which merchants can use like a working app during the testing. The payment option provided was inter-operable and users does not require multiple apps to deal with their daily chores at the shop making it easy and error-free.
Process
I started off with prioritizing the tasks in terms of importance and frequency. Then, based on the personas I determined the no. of screens and made a list of unique templates required. I started sketching those templates and catered to all the high priority tasks for each persona. While sketching the templates, key insights found in the research were kept in mind to provide best experience to the users. These sketches were then converted to digital prototype using Axure RP.
User Testing
Before delivering the digital product, I've made a testing round in order to reveal possible usability problems.
A protocol was created to test the information architecture and different scenarios. All the tests were conducted face to face at the merchant's location. Merchants were told different scenarios and asked to perform some tasks to understand their opinion/feedback and performance of the app. Interesting insights were captured through observation and notes; these were incorporated in the design before they were delivered.
Process
When the clickable prototype was ready, we did an internal review and made sure we could tie it back to the key insights from research. I created the testing protocol (Reverse Card Sort, Expectancy Test and Performance Test) with multiple scenarios to validate each important user journeys. Same process of matrix and screening were followed for UTs as well to ensure we get the correct participants. Before conducting the actual study, a pilot session was conducted to rectify any scenario.
And finally...
