The Loyalty Admin Tool
A brand new internal tool that will allow users to conduct loyalty admin tasks for Nando's Rewards customers
The Loyalty Admin Tool
A brand new internal tool that will allow users to conduct loyalty admin tasks for Nando's Rewards customers
01
TIMELINE
nov 2023
to
october 2024
TEAM
01 pm
03 ENGINEERS
01 DESIGNER
RESPONSIBILITIES
timeline
nov 2023
nov 2023
to
to
oct 2024
oct 2024
responsibilites
design lead
design lead
uxr
uxr
product strategy
product strategy
Design lead
UXR
Product Strategy
TEAM
01 pm
01 pm
03 ENGINEERS
03 ENGINEERS
01 DESIGNER
01 DESIGNER
deliverables
A brand new internal tool which allows users
to conduct Loyalty admin for customers
A brand new internal tool
with 67 users
timeline
nov 2023
nov 2023
to
to
oct 2024
oct 2024
TEAM
01 pm
01 pm
03 ENGINEERS
03 ENGINEERS
01 DESIGNER
01 DESIGNER
responsibilities
design lead
design lead
uxr
uxr
product strategy
product strategy
disclaimer
I did not choose the name for the Loyalty Admin Tool (LAT). I did try to get the name changed to 'Luke's Admin Tool', but for some reason that didn't stick.
disclaimer
I did not choose the name for the Loyalty Admin Tool (LAT).
I did try to get the name changed to 'Luke's Admin Tool', but for some reason that didn't stick.
WHAT'S THE PROBLEM?
Nando’s is in the middle of a major migration and are saying goodbye to their current loyalty provider, Paytronix, or as it’s known internally Pain-tronix. Paytronix (PX) is a legacy loyalty platform that turned even basic tasks into endurance events. It was slow, clunky, painful to navigate, and ran entirely on US time (that is not a bad joke).
We’re moving to Talon.One, a faster, more flexible loyalty engine that sets us up to grow our programme in the years ahead, while saving the business £500k+ per year.
But before we could finally pull the plug on Paytronix, we needed a new internal tool to replace it. Enter the Loyalty Admin Tool, (LAT) a slimmed-down, stripped-back version of PX focusing on the features our teams actually use. The goal was to keep critical features, ditch the old ones no one uses, and not only replicate but enhance the experience as we'll focus on our user's needs.
Nando’s is in the middle of a major migration and are saying goodbye to their current loyalty provider, Paytronix, or as it’s known internally Pain-tronix. Paytronix (PX) is a legacy loyalty platform that turned even basic tasks into endurance events. It was slow, clunky, painful to navigate, and ran entirely on US time (that is not a bad joke).
We’re moving to Talon.One, a faster, more flexible loyalty engine that sets us up to grow our programme in the years ahead, while saving the business £500k+ per year.
But before we could finally pull the plug on Paytronix, we needed a new internal tool to replace it. Enter the Loyalty Admin Tool, (LAT) a slimmed-down, stripped-back version of PX focusing on the features our teams actually use. The goal was to keep critical features, ditch the old ones no one uses, and not only replicate but enhance the experience as we'll focus on our user's needs.
what does paytronix look like?
From a quick glance, you can see there's no visual hierarchy, there's an overwhelming amount of text, and heaps of weird jargon used (to name a few issues off the bat).
From a quick glance, you can see there's no visual hierarchy, there's an overwhelming amount of text, and heaps of weird jargon used (to name a few issues off the bat).
discover
who are the users?
I found over 200 emails (poor souls) tied to a PX account
I found over 200 emails (poor souls) tied to a PX account
Sent a mass email asking them to share what they used PX for
Sent a mass email asking them to share what they used PX for
Received 67 responses from active users, and grouped them by team
Received 67 responses from active users, and grouped them by team
Set up user interviews, which contained a contextual inquiry and card sorting, with two members of each team
Set up user interviews, which contained a contextual inquiry and card sorting, with two members of each team
USER INTERVIEWS
Interviewed 14 users in total (two members from each team)
Interviewed 14 users in total (two members from each team)
Contextual inquiry - seeing first hand how everyone was using Paytronix for all tasks
Contextual inquiry - seeing first hand how everyone was using Paytronix for all tasks
Card sort - grouping all known PX tasks from not important - very important for their role
Card sort - grouping all known PX tasks from not important - very important for their role
SYSTEM USABILITY SCALE
I gave the testers a tiny SUS survey post-interview to gauge how they view using Patryonix.
SYSTEM USABILITY SCALE
I gave the testers a tiny SUS survey post-interview to gauge how they view using Patryonix.
THE SURVEY RESULTS ARE IN
*Warning*, these results may shock you.
Paytronix officially scored a "Crikey" with a 39 score overall on my SUS scale. And to think these people have to use it every single day for their roles. Let's bump this up to at least an 85.
Paytronix officially scored a "Crikey" with a 39 score overall on my SUS scale. And to think these people have to use it every single day for their roles.
Let's bump this up to at least an 85.
what did we learn about paytronix as a tool?
1. A staggering amount of features were neither being used, or weren't understood
2. The only way new users understood how to do certain tasks was to be shown
3. Because of this, users were having to create workarounds for certain tasks, which disrupted the long-term data
4. Quite frankly, it's not the sexiest internal tool that conducts loyalty admin I've seen (wink)
what did we learn about paytronix as a tool?
1. A staggering amount of features were neither being used, or weren't understood
2. The only way new users understood how to do certain tasks was to be shown
3. Because of this, users were having to create workarounds for certain tasks, which disrupted the long-term data
4. Quite frankly, it's not the sexiest internal tool that conducts loyalty admin I've seen (wink)
what did we learn about user pain-points?
A bonus finding was that the two main user groups of Paytronix, Customer Support and Safety & QA teams, were over the moon that their prayers of having an improved tool for their daily work were finally being answered.
A bonus finding was that the two main user groups of Paytronix, Customer Support and Safety & QA teams, were over the moon that their prayers of having an improved tool for their daily work were finally being answered.
define
affinity mapping to success metrics
The success metrics effectively wrote themselves through the discovery and talking to the users, but we wanted to focus on these main four - which if we can make the users jobs slightly easier by achieving better scoring on these I'll be a happy camper.
The success metrics effectively wrote themselves through the discovery and talking to the users, but we wanted to focus on these main four - which if we can make the users jobs slightly easier by achieving better scoring on these I'll be a happy camper.
Time on task - let's aim for each
task to take well under a minute
Task success rate - can users actually finish what they've started?
Learnability - if it takes training and being shown what to do, we've probably failed
Ease of use - having the user intuitively knowing how to use the tool
Time on task - let's aim for each task to take well under a minute
Time on task - let's aim for each task to take well under
a minute
Task success rate - can users actually finish what they've started?
Learnability - if it takes training and being shown what to do, we've probably failed
Ease of use - having the user intuitively knowing how to use the tool
feature prioritisation for mvp
Below you will see a disgusting excel table that I made, to which I sincerely apologise, to collate all of the card sorting findings. This was imperative to figure out from all users which features are critical for the MVP of the admin tool.
Remember, users need this for their day to day work, so we cannot leave them hanging by missing out a critical feature. No pressure, Luke.
feature prioritisation for mvp
Below you will see a disgusting excel table that I made, to which I sincerely apologise, to collate all of the card sorting findings. This was imperative to figure out from all users which features are critical for the MVP of the admin tool.
Remember, users need this for their day to day work, so we cannot leave them hanging by missing out a critical feature. No pressure, Luke.
It is also here that my PM said "I am the first designer he's ever worked with that has voluntarily used Excel". Luckily he doesn't know that I was crying silently whilst building that table.
It is also here that my PM said "I am the first designer he's ever worked with that has voluntarily used Excel".
Luckily he doesn't know that I was crying silently whilst building that table.
develop
Information Architecture
Now came the fun part, beginning the backbone of the admin tool - the information architecture. This was a necessity for both myself and the engineers to not only see all of the must-have tasks in one place for the MVP, but how they might be able to be grouped together.
All of these tasks are numbered to match the tasks in the hideous Excel table above, and once opened have annotations and user feedback for each.
Now came the fun part, beginning the backbone of the admin tool - the information architecture. This was a necessity for both myself and the engineers to not only see all of the must-have tasks in one place for the MVP, but how they might be able to be grouped together.
All of these tasks are numbered to match the tasks in the hideous Excel table above, and once opened have annotations and user feedback for each.
lat USER FLOW
After collaborating with the engineers from both the card sorting results, and now the IA, we started working on the site map. The IA allowed us to prioritise features for MVP, and which features or functionalities can be grouped together.
Aforementioned, LAT will be only used for loyalty admin for customers on their Nando's Rewards account. The main tasks at a high level will be:
After collaborating with the engineers from both the card sorting results, and now the IA, we started working on the site map. The IA allowed us to prioritise features for MVP, and which features or functionalities can be grouped together.
Aforementioned, LAT will be only used for loyalty admin for customers on their Nando's Rewards account. The main tasks at a high level will be:
Adjusting a wallet - adding/removing Chillies and Rewards
Adjusting a wallet - adding/removing Chillies and Rewards
Checking a customer's transaction history (validating transactions and visits)
Checking a customer's transaction history (validating transactions and visits)
Changing card statuses - Temporarily blocking a card, and transferring a card's balance to a new card
Changing card statuses - Temporarily blocking a card, and transferring a card's balance to a new card
Collating customer and transaction information - linking CMT (Nando's ID internal tool), Orders Hub (internal transaction tool), and now LAT altogether
Collating customer and transaction information - linking CMT (Nando's ID internal tool), Orders Hub (internal transaction tool), and now LAT altogether
The red shapes are where errors are likely to occur (thank you engineers for answering a lot of my dumb questions).
Side note: I would have loved to create a site map for Paytronix, but I would probably still be trying to create it nearly two years after this project started.
The red shapes are where errors are likely to occur (thank you engineers for answering a lot of my dumb questions).
Side note: I would have loved to create a site map for Paytronix, but I would probably still be trying to create it nearly two years after this project started.
FINALISED FEEDBACK SESSION DESIGN
Below is the finalised designs the team and I collaborated on, ready to be shown to the world (our select user group). Due to time restrictions, I wanted to host a couple of rounds of feedback sessions with 2-3 users each to get user feedback whilst also being pretty swift about it.
Having more than 3 participants would have lead to the Bystander Effect (which we certainly do not want), and I made sure to ask each of them individually their thoughts.
Below is the finalised designs the team and I collaborated on, ready to be shown to the world (our select user group).
Due to time restrictions, I wanted to host a couple of rounds of feedback sessions with 2-3 users each to get user feedback whilst also being pretty swift about it.
Having more than 3 participants would have lead to the Bystander Effect (which we certainly do not want), and I made sure to ask each of them individually their thoughts.
thinking behind the design
01. Including a back button to go back to the main customer search page (PX doesn't have this…)
02. Shortened Loyalty card data - If you remember the massive grey/blue box from PX, this is all the data users need/use
03. Including card balance, Chillies, Rewards, and Lifetime Chillies, front and centre - Customers ask for this information a lot
04. Three main functionalities situated in the viewport - Hierarchy is much clearer than PX
05. Users wanted training imbedded in the tool
thinking behind the design
01. Including a back button to go back to the main customer search page (PX doesn't have this…)
02. Shortened Loyalty card data - If you remember the massive grey/blue box from PX, this is all the data users need/use
03. Including card balance, Chillies, Rewards, and Lifetime Chillies, front and centre - Customers ask for this information a lot
04. Three main functionalities situated in the viewport - Hierarchy is much clearer than PX
05. Users wanted training imbedded in the tool
06. Transaction history filtering - Users can now directly filter through years of customer data
07. Transaction dropdown - Showcasing further information, admin info, backend ID numbers, and notes
08. Improved table - adding zebra stripes for readability, removing unnecessary columns, and order/check ID links to the Orders Hub for that specific transaction
09. Adding pagination to lighten the cognitive load
06. Transaction history filtering - Users can now directly filter through years of customer data
07. Transaction dropdown - Showcasing further information, admin info, backend ID numbers, and notes
08. Improved table - adding zebra stripes for readability, removing unnecessary columns, and order/check ID links to the Orders Hub for that specific transaction
09. Adding pagination to lighten the cognitive load
FEEDBACK SESSIONS
The first feedback session went a lot better than I had hoped, and there was an air of excitement (which is funny because this is internal software). It started with the initial "WOW" of a much simpler interface followed by some extremely interrogating questions (another bad joke) by yours truly.
Although some of these statistics are fine, I am not ok with fine. This tool has to score near perfectly across the board otherwise I would be doing a disservice to my colleagues using it. Our findings were:
FEEDBACK SESSIONS
The first feedback session went a lot better than I had hoped, and there was an air of excitement (which is funny because this is internal software). It started with the initial "WOW" of a much simpler interface followed by some extremely interrogating questions (another bad joke) by yours truly.
Although some of these statistics are fine, I am not ok with fine. This tool has to score near perfectly across the board otherwise I would be doing a disservice to my colleagues using it. Our findings were:
DESIGN UPDATES FROM USER FEEDBACK
Because this tool is so much more simplified than PX, it went down really well for the most part. There were some tiny tweaks to make with specific features and copy, but the main changes are:
Because this tool is so much more simplified than PX, it went down really well for the most part. There were some tiny tweaks to make with specific features and copy, but the main changes are:
Transaction history filters - opting for a filter list rather than individual lozenges
Transaction history filters - opting for a filter list rather than individual lozenges
Adjusting wallet confirmation - adding a before/after balance update
Adjusting wallet confirmation - adding a before/after balance update
design system introduction
Once all of the updates were made due to the feedback sessions and were signed off, I began having some discussions with the design system team. The design system, dubbed the PERi-Verse, was very much in its infancy and was looking for pilot-projects to adopt PV and work with the team in creating new components for long-term use.
Below are some screens of LAT with PV introduced. She's starting to look pretty decent now.
Once all of the updates were made due to the feedback sessions and were signed off, I began having some discussions with the design system team.
The design system, dubbed the PERi-Verse, was very much in its infancy and was looking for pilot-projects to adopt PV and work with the team in creating new components for long-term use. Ya boy is a team player, and loves collaboration so I excitedly jumped at the chance.
Below are some screens of LAT with PV introduced. She's starting to look pretty decent now.
final round of usability testing
After running two separate feedback sessions with small groups, it was time to run 1 on 1 usability sessions with 10 users, again two from each team.
I tried to pick different users when I could, and the results were enough to make a grown man cry.
deliver
user acceptance testing
Final build testing results are in… Winner winner chicken dinner?
Paytronix - Crikey, 39 SUS
Loyalty Admin Tool - Excellent, 91 SUS
Final build testing results are in… Winner winner chicken dinner?
Paytronix - Crikey, 39 SUS
Loyalty Admin Tool - Excellent, 91 SUS
PRESENTING TO THE CUSTOMER TEAM
presenting to the customer team
I know it looks like there are only four people here but there were 70+
(I promise).
I know it looks like there are only four people here but there were 70+
(I promise).
I know it looks like there are only four people here but there were 70+
(I promise).
NEXT STEPS
A few features were not built for the MVP, such as filtering, transaction drop down, link to the Order's Hub, and impartial search. These are coming very soon.
REFLECTIONS
This was my first end-to-end project at Nando's and I've learned so much whilst completing it. There are a few thing I wish i did and have done in following projects such as:
- Including stakeholders much earlier in the design process
- Completing and sharing research findings sooner
- Definitely don't mute both your mic, and the meeting room's mic when conducting an interview
All in all, super proud of the work that we achieved collaboratively here and the users are also really happy using the tool. Time to celebrate, team.
THANK YOU.
This was my first end-to-end project at Nando's and I've learned so much whilst completing it. There are a few thing I wish i did and have done in following projects such as:
- Including stakeholders much earlier in the design process
- Completing and sharing research findings sooner
- Definitely don't mute both your mic, and the meeting room's mic when conducting an interview
All in all, super proud of the work that we achieved collaboratively here and the users are also really happy using the tool. Time to celebrate, team.
THANK YOU.