The Loyalty Admin Tool
The Loyalty Admin Tool
The Loyalty Admin Tool
Paytronix (PX) is a legacy loyalty tool that caused daily upset with our users due to its clunkiness, impossible navigation, and shocking SUS score of 39 - to name a few.
I lead the end-to-end design for the Loyalty Admin Tool (LAT), which replaced PX.
Paytronix (PX) is a legacy loyalty tool that caused daily upset with our users due to its clunkiness, impossible navigation, and shocking SUS score of 39 - to name a few.
I lead the end-to-end design for the Loyalty Admin Tool (LAT), which replaced PX.
01.
+52%
SUS Score
01.
01.
+52
01.
Improved SUS score (39-91)
02.
01.
-27%
01.
Reduced time on task
03.
01.
+93%
01.
Improved ease of use
04.
01.
+8%
01.
Weekly ticket completion
The redesign of a legacy tool
[ Swipe to reveal ]
The redesign of a legacy tool
[ Swipe to reveal ]
The redesign of a legacy tool's customer search
Simplicity and subtraction
[ PX customer search ]
[ LAT CUSTOMER SEARCH ]
HOW I LEAD THE PROJECT
Getting from 0-1
01
DISCOVER
User interviews
Contextual inquiries
Card sorting
Heuristic analysis
Workshop facilitation
02
DEFINE
Affinity mapping
Research synthesis
Feature prioritisation
Success measures
MVP scoping
03
DEVELOP
IA maps
User/task flows
Design iterations
Feedback sessions
Usability tests
04
DELIVER
Pre-prod testing
UAT
SUS survey
Tutorial guides / FAQs
Presentations
05
MEASURE
Bug fixes
Feature improvements
Post-MVP features
Collating feedback
Monitoring numbers
01
DISCOVER
User interviews
Contextual inquiries
Card sorting
Heuristic analysis
Workshop facilitation
02
DEFINE
Affinity mapping
Research synthesis
Feature prioritisation
Success measures
MVP scoping
03
DEVELOP
IA maps
User/task flows
Design iterations
Feedback sessions
Usability tests
04
DELIVER
Pre-prod testing
UAT
SUS survey
Tutorial guides / FAQs
Presentations
05
MEASURE
Bug fixes
Feature improvements
Post-MVP features
Collating feedback
Monitoring numbers
HOW I LED THE PROJECT
Getting from 0-1
HOW I LED THE PROJECT
Getting from 0-1
01
DISCOVER
User interviews
Contextual inquiries
Card sorting
Heuristic analysis
Workshop facilitation
02
DEFINE
Affinity mapping
Research synthesis
Feature prioritisation
Success measures
MVP scoping
03
DEVELOP
IA maps
User/task flows
Design iterations
Feedback sessions
Usability tests
04
DELIVER
Pre-prod testing
UAT
SUS survey
Tutorial guides / FAQs
Presentations
05
MEASURE
Bug fixes
Feature improvements
Post-MVP features
Collating feedback
Monitoring numbers
01
DISCOVER
User interviews
Contextual inquiries
Card sorting
Heuristic analysis
Workshop facilitation
02
DEFINE
Affinity mapping
Research synthesis
Feature prioritisation
Success measures
MVP scoping
03
DEVELOP
IA maps
User/task flows
Design iterations
Feedback sessions
Usability tests
04
DELIVER
Pre-prod testing
UAT
SUS survey
Tutorial guides / FAQs
Presentations
05
MEASURE
Bug fixes
Feature improvements
Post-MVP features
Collating feedback
Monitoring numbers
RESEARCH FINDINGS AND
USER PAIN POINTS
What are they saying about PX?
RESEARCH FINDINGS AND USER PAIN POINTS
What are they saying about PX?
I interviewed 14 different people from 7 varying teams who use Paytronix for their daily roles and what troubles they have using it.
Although there are a fair few pain points, a lot of these can and should be solved as they intertwine with one another, and are very much a two birds situation.
INSIGHT 02
USERS STRUGGLE
LEARNING PX
The learnability of PX as a tool is very poor due to the architecture - Nothing is where you would think it should be.
There is a lot of jargon used, a lot of related features aren't grouped together, and the only way users learn how to use the tool is to be shown by those who struggled before them.
INSIGHT 01
USERS STRUGGLE LEARNING PX
INSIGHT 01
USERS STRUGGLE LEARNING PX
The learnability of PX as a tool is very poor due to the architecture - Nothing is where you would think it should be.
There is a lot of jargon used, a lot of related features aren't grouped together, and the only way users learn how to use the tool is to be shown by those who struggled before them.
RESEARCH FINDINGS AND USER PAIN POINTS
What are they saying about PX?
I interviewed 14 different people from 7 varying teams who use Paytronix for their daily roles and what troubles they have using it.
Although there are a fair few pain points, a lot of these can and should be solved as they intertwine with one another, and are very much a two birds situation.
INSIGHT 02
Information overload
INSIGHT 02
Information overload
There are a few areas for improvement, but a major area is the visual hierarchy and the DBB (Dreaded Blue Box).
Where am I supposed to look? What information is critical here? How much fat can I trim?
There are a few areas for improvement, but a major area is the visual hierarchy and the DBB (Dreaded Blue Box).
Where am I supposed to look? What information is critical here? How much fat can I trim?
*
INSIGHT 03
IMPROVE EFFICIENCY
IMPROVE EFFICIENCY
"There are loads of tasks where it's a lot longer than it needs to be."
*
INSIGHT 04
INCREASE FINDABILITY
INCREASE FINDABILITY
"We sometimes have to scroll through multiple years of transactions for customers."
*
INSIGHT 05
INCREASE ENGAGEMENT
"Make it fun... Please. Help us Obi-Wan, you're our only hope."
*
INSIGHT 05
INCREASE ENGAGEMENT
"Make it fun... Please. Help us Obi-Wan, you're our only hope."
HOW I TACKLED PAIN-POINTS
Laws of UX
THE SOLUTION
Streamlined, optimised, engaging
From the beginning of the design process, I worked really hard in trying to make the user's daily routine a little bit simpler with the help of the Loyalty Admin Tool. Nearly 70 people are going to be using this every day, and from the results of the multiple rounds of testing, I have thankfully achieved this.
As few steps as possible. Trim the fat. Make it fun.
CRITICAL INFORMATION ONLY
Say goodbye to the Dreaded blue box
CRITICAL
INFORMATION ONLY
Say goodbye to the
Dreaded blue box
01 Only show information needed for users - no jargon or wasted space
02 Visual hierarchy - Two main features displayed at the top of the customer dashboard
03 Customer Nando's Card personal information and card balance displayed immediately
04 Transaction history available immediately
*
User pain points solved
INFORMATION OVERLOAD, UNNECESSARY INFORMATION SHOWN
IN-DEPTH FILTERING
"You get a filter, you get a filter, you get a filter!" - Luke Aris
01 No more scrolling through years of transactions
02 Find the specific transaction you're looking for in seconds
03 I've included pagination to reduce cognitive load
04 Six different ways to find that one transaction 15 years ago from the Portsmouth branch a customer has asked for
*
*
User pain points solved
IMPROVED FINDABILITY, REDUCE COGNITIVE LOAD, MADE IT MORE ENGAGING
tASK OPTIMISATION
Extreme makeover: information architecture edition
01 Introduction of modal forms - improved clarity
02 User decided architecture from card sorting
03 All tasks can be conducted on the same screen
04 Central Support always pre-selected (instead of scrolling to the bottom of a 500+ restaurant list)
*
*
User pain points solved
IMPROVED EFFICIENCY, IMPROVED EASE OF USE, REDUCED INFORMATION OVERLOAD
error prevention
"Whoopsie, did I accidentally send a customer 100 rewards again?"
error prevention
"Whoopsie, did I accidentally send a customer 100 rewards again?"
01 Confirmation before every admin adjustment
02 Before and after adjustment balance
03 Status updates through inline messaging frameworks
04 Receipt breakdowns for all transactions and adjustments
04 Receipt breakdowns for all transactions and adjustments - with automated saved user receipts
*
*
User pain points solved
IMPROVED EASE OF USE, IMPROVED EFFICIENCY, CLUNKY WHO?
*
*
User pain points solved
IMPROVED EASE OF USE, IMPROVED EFFICIENCY, CLUNKY WHO?
01 WHY IT WORKS
Customer Profile dashboard
01 WHY IT WORKS
Customer Profile dashboard
The dashboard was rebuilt around key user pain points: unnecessary information shown, clunky navigation, and cognitive overload. All key Nando's Card info lives on the left, all core functionalities on the right. Simple. Focused. Efficient.
Result:
In acceptance testing, 6 users who hadn’t seen the tool before achieved an 83% task success rate.
Result:
In acceptance testing, 6 users who hadn’t seen the tool before achieved an 83% task success rate.
THE SOLUTION
Streamlined, optimised, engaging
From the beginning of the design process, I worked really hard in trying to make the user's daily routine a little bit simpler with the help of the Loyalty Admin Tool.
Nearly 70 people are going to be using this every day, and from the results of the multiple rounds of testing, I have thankfully achieved this.
ADVANCED FILTERING
"You get a filter, you get a filter, you get a filter!" - Luke Aris
01 No more scrolling through year's of transactions
02 Find the specific transaction in seconds
03 I've included pagination to reduce cognitive load
04 Six different ways to find that one transaction in Portsmouth 15 years ago a customer has asked for
*
*
User pain points solved
INFORMATION OVERLOAD, UNNECESSARY INFORMATION SHOWN
*
*
User pain points solved
INFORMATION OVERLOAD, UNNECESSARY INFORMATION SHOWN
CRITICAL
INFORMATION ONLY
Say goodbye to the
Dreaded blue box
01 Only show information needed for users - no jargon or wasted space
02 Visual hierarchy - Two main features displayed at the top of the customer dashboard
03 Customer Nando's Card personal information and card balance displayed immediately
04 Transaction history available immediately
*
*
User pain points solved
IMPROVED FINDABILITY, REDUCE COGNITIVE LOAD, MADE IT ENGAGING
*
*
User pain points solved
IMPROVED FINDABILITY, REDUCE COGNITIVE LOAD, MADE IT ENGAGING
IN-DEPTH FILTERING
"You get a filter, you get a filter, you get a filter!" - Luke Aris
01 No more scrolling through years of transactions
02 Find the specific transaction you're looking for in seconds
03 I've included pagination to reduce cognitive load
04 Six different ways to find that one transaction 15 years ago from the Portsmouth branch a customer has asked for
*
*
User pain points solved
IMPROVED EFFICIENCY, IMPROVED EASE OF USE, REDUCED INFORMATION OVERLOAD
*
*
User pain points solved
IMPROVED EFFICIENCY, IMPROVED EASE OF USE, REDUCED INFORMATION OVERLOAD
tASK OPTIMISATION
Extreme makeover: information architecture edition
01 Introduction of modal forms - improved clarity
02 User decided architecture from card sorting
03 All tasks can be conducted on the same screen
04 Central Support always pre-selected (instead of scrolling to the bottom of a 500+ restaurant list)
*
*
User pain points solved
IMPROVED EASE OF USE, IMPROVED EFFICIENCY, CLUNKY WHO?
*
*
User pain points solved
IMPROVED EASE OF USE, IMPROVED EFFICIENCY, CLUNKY WHO?
error prevention
"Whoopsie, did I accidentally send a customer 100 rewards again?"
01 Confirmation before every admin adjustment
02 Before and after adjustment balance
03 Status updates through inline messaging frameworks
04 Receipt breakdowns for all transactions and adjustments
02 WHY IT WORKS
Customer transaction table
The pain-points I focused on here were: time-consuming tasks, information overload, and poor findability. Pagination, expandable rows, and GMT timestamps made searching faster and clearer.
Result:
Final usability tests saw 100% of users had no feature requests or improvements for the table.
02 WHY IT WORKS
Customer transaction table
The pain-points I focused on here were: time-consuming tasks, information overload, and poor findability. Pagination, expandable rows, and GMT timestamps made searching faster and clearer.
Result:
Final usability tests saw 100% of users had no feature requests or improvements for the table.
The pain-points I focused on here were: time-consuming tasks, information overload, and poor findability. Pagination, expandable rows, and GMT timestamps made searching faster and clearer.
Result:
Final usability tests saw 100% of users had no feature requests or improvements for the table.
02 WHY IT WORKS
Customer transaction table
03 WHY IT WORKS
MODAL INTRODUCTION - ADJUST WALLET, EDIT CARD STATUS
The old PX flow had major friction: too many screens, poor visibility, and no way to easily reverse or edit mid-flow. This modal cut the journey from 5 screens to 2, and keep the customer information visible throughout. Streamlined. Smarter. Sharper.
Result:
Shaved 30-68 seconds off the task flow - which when you have hundreds of customer requests a day is proving useful.
03 WHY IT WORKS
MODAL INTRODUCTION - ADJUST WALLET, EDIT CARD STATUS
The old PX flow had major friction: too many screens, poor visibility, and no way to easily reverse or edit mid-flow. This modal cut the journey from 5 screens to 2, and keep the customer information visible throughout. Streamlined. Smarter. Sharper.
Result:
Shaved 30-68 seconds off the task flow - which when you have hundreds of customer requests a day is proving useful.
03 WHY IT WORKS
MODAL INTRODUCTION - ADJUST WALLET, EDIT CARD STATUS
The old PX flow had major friction: too many screens, poor visibility, and no way to easily reverse or edit mid-flow. This modal cut the journey from 5 screens to 2, and keep the customer information visible throughout. Streamlined. Smarter. Sharper.
Result:
Shaved 30-68 seconds off the task flow - which when you have hundreds of customer requests a day is proving useful.
MEASURING IMPACT
how are we measuring success?
MEASURING IMPACT
how are we measuring success?
01 Two separate SUS surveys, both of PX and LAT
02 Contextual inquiries - time on task measuring
03 Usability testing and tracking performance
04 Constant communication with users - Slack channel, and personal check-ins
REFLECTIONS
What's NEXT?
REFLECTIONS
What's NEXT?
This was the first end-to-end project at Nando's that I got to lead on. I collaborated with my PM and engineers heavily, and the results speak for themselves. I learned a lot, and am very grateful for the support I received.
However, the job isn't over yet as we have some post-migration features and user requests to include in the next round of updates:
User requests:
01 Automatic spacing when copying a Nando's Card number
02 Introducing impartial customer search
03 Updating 'reasons' for adjustment
Post-MVP features:
01 Filters, filters, filters
02 Transaction dropdown
03 Pagination
{ PAYTRONIX }
01.
01.
+52
01.
Improved SUS score (39-91)
02.
01.
-27%
01.
Reduced time on task
03.
01.
+93%
01.
Improved ease of use
04.
01.
+8%
01.
Weekly ticket completion
HOW I TACKLED PAIN-POINTS
Laws of UX
HOW I TACKLED PAIN-POINTS
Laws of UX
01.
01.
+52
01.
Improved SUS score (39-91)
02.
01.
-27%
01.
Reduced time on task
03.
01.
+93%
01.
Improved ease of use
04.
01.
+8%
01.
Weekly ticket completion
REQUEST A CASE STUDY
REQUEST A CASE STUDY
REQUEST A
CASE STUDY
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