Replacement Card
Replacement Card (RC) is a new section of the Loyalty Admin Tool (LAT) that transfers an old Nando's Card balance onto a new card, to then ship it to the customer's address.
Users were initially trepidatious about taking on this new task, but the rigorous testing with them has very much steadied the ship.
01.
+52%
SUS Score
01.
01.
85
01.
SUS score
02.
01.
+54%
01.
User confidence
03.
01.
+69%
01.
User efficiency
04.
01.
100%
01.
Final user satisfaction
01.
01.
85
01.
SUS score
02.
01.
+54%
01.
User confidence
03.
01.
+69%
01.
User efficiency
04.
01.
+100%
01.
Final user satisfaction
HOW I LED THE PROJECT
Getting from 0-1
HOW I LED THE PROJECT
Getting from 0-1
01
DISCOVER
User interviews
Previous tool analysis
Card sorting
Empathy mapping
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
Previous tool analysis
Card sorting
Empathy mapping
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
How are they feeling with this new task?
I interviewed 16 users from the team who will be using RC - Customer Support. I wanted to fully understand each person's fear, trepidation, and expectations for this new tool.
Customer Support are one of the busiest teams in the company, as you can imagine, and conduct over 4000 queries per week. I need to make this tool as efficient and easy to use as possible, whilst of course making it fun.
TURNING ANXIETY INTO CONFIDENCE AND EFFICIENCY
The improvement during multiple rounds
of testing
TURNING ANXIETY INTO CONFIDENCE AND EFFICIENCY
The improvement during multiple rounds
of testing
During early interviews, the two biggest concerns were a lack of confidence and a lack of efficiency - users feared making mistakes and adding work to their busy schedules. These became my guiding metrics throughout this project.
I sent the users a confidence and efficiency survey after every four testing rounds, and told them to be brutally honest.
Here's how confidence and efficiency evolved from a very rough start to refined delivery.
USER INSIGHTS FROM INTERVIEWS
(Solving) Insights + (Solving) Pain-points = Very Happy Users
USER INSIGHTS FROM INTERVIEWS
(Solving) Insights + (Solving) Pain-points = Very Happy Users
*
INSIGHT 01
MAKE IT SEAMLESS
"We already have a fair bit on our plates, so I would like it to be easy to use."
*
INSIGHT 02
MITIGATE ADDED STRESS
"I'm really worried that it's going to take hours to complete these requests."
*
INSIGHT 03
USER LEAD DESIGN
"We'd like to be included in the design like we were for the Loyalty Admin Tool."
*
INSIGHT 04
ENGAGE USERS
"If possible, try not to make it boring to use." - Real quote from a user.
HOW I TACKLED PAIN-POINTS
Laws of UX
HOW I TACKLED PAIN-POINTS
Laws of UX
THE SOLUTION
Optimised, connected, and Engage
THE SOLUTION
Optimised, connected, and Engage
My focus for this project was multiple rounds of feedback with users at every stage of the design process to ensure all of their needs were met and pain-points were alleviated.
This is a tall order for this team and there will be roughly 40-50 new card requests per day, so ensuring that users can conduct as many as they can as fast as they can, and also pick up from where another user may have left off - this is extremely critical.
Complete requests quickly. Ensure visibility throughout. Make it fun.
FRICTIONLESS INFORMATION SURFACED
Everything you need to see at a quick glance
FRICTIONLESS INFORMATION SURFACED
Everything you need to
see at a quick glance
01 Overall look and feel is similar to the Loyalty Admin Tool - to improve learnability through familiarity
02 Management can quickly see how many requests are left, and who has been conducting said requests
03 Users can 'start new request' if a customer hasn't filled out the online web form
04 All completed requests get archived in the backend after 90 days
*
User pain points solved
USER LEAD DESIGN, MITIGATE ADDED STRESS, ENGAGE USERS
TASK COMPLETION FILTERING
"What's that? even more filters? gosh, luke you are really spoiling us."
TASK COMPLETION FILTERING
"What's that? even more filters? gosh, luke you are really spoiling us."
01 Keep on top of requests with status tags - helping users to not miss any requests
02 Filter by every stage of the request, including Cancelled
03 Helping to share the load if one user is conducting too many requests - can delegate to another team member
04 Separate Filter - to search by Support Advisor, customer email, and date. Sort by includes oldest to latest, and the reverse
*
*
User pain points solved
MAKE IT SEAMLESS, MITIGATE ADDED STRESS, LACK OF EFFICIENCY
introducing the side drawer
Know exactly where you are in the request journey
introducing the side drawer
Know exactly where you are in the request journey
01 Introduction of the side-drawer as users needed extra validation as to which request they were conducting
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
USER LEAD DESIGN, TIME ON TASK, CONFIDENCE/EFFICIENCY OF TASK
error prevention
Let's just double check that we're transferring the right card, shall we?
error prevention
Let's just double check that we're transferring the right card, shall we?
01 Confirmation before every card transfer as transferring a card's balance permanently blocks the previous card
02 Before and after adjustment balance
03 Status updates through inline messaging frameworks
04 User control and freedom throughout process
*
*
User pain points solved
MITIGATE ADDED STRESS, FALLING BEHIND ON OTHER WORK, TASK CONFIDENCE/EFFICIENCY
*
*
User pain points solved
MITIGATE ADDED STRESS, FALLING BEHIND ON OTHER WORK, TASK CONFIDENCE/EFFICIENCY
01 WHY IT WORKS
Customer request dashboard - status tags, filtering, progressive disclosure
01 WHY IT WORKS
Customer request dashboard - status tags, filtering, progressive disclosure
Built directly from user feedback, this dashboard removes friction, reduces noise, and brings calm to a high-pressure environment - showing the users it's not as scary as it seemed.
It prioritises only the most essential information, helping users complete requests quickly - without confusion or overload. There is visibility of what requests are left to do and who's worked on which request, helping reporting and team collaboration.
Result:
In acceptance testing, 100% of users had no further improvements they could make.
02 WHY IT WORKS
Side drawer introduction - conducting a request
02 WHY IT WORKS
Side drawer introduction - conducting a request
Users were anxious about how long doing the requests could potentially take, how efficient the tool will be, and if the tool would be complex to learn. By introducing a simplified architecture, and a linear drawer experience, with highlighted progress - I reduced friction, their anxieties, and kept the workflow intuitive.
The side drawer also made this mundane task seem more enjoyable.
Result:
Final usability tests saw 93% of users had conducted a request with ease - one user who hadn't seen the tool needed to be guided slightly.
03 WHY IT WORKS
Side drawer - Efficiency and The finer details
03 WHY IT WORKS
Side drawer - Efficiency and The finer details
Users were initially trepidatious about having this extra work to do. Once they've seen and used the tool, they understood how efficient and effective something built for them, with their help, can be.
All their fears have been squashed, with their help, guiding the project along the way. I helped distill their fears into actionable solutions.
Users were initially trepidatious about having this extra work to do. Once they've seen and used the tool, they understood how efficient and effective something built for them, with their help, can be.
All their fears have been squashed, with their help, guiding the project along the way. I helped distill their fears into actionable solutions.
Result:
Users can complete a lost card request in 45-90 seconds, ensuring that they are efficient.
MEASURING IMPACT
how are we measuring success?
MEASURING IMPACT
how are we measuring success?
01 One final SUS survey, post-acceptance testing
02 Contextual inquiries - time on task measuring
03 Usability testing and tracking performance
04 Confidence and efficiency rating during multiple rounds of testing
REFLECTIONS
What's NEXT?
REFLECTIONS
What's NEXT?
This project was a first for me in the sense that it was a completely clean slate, and not a redesign. I wanted the user to spearhead the majority of the requirements, as they will be the people using it. They assisted me expertly well throughout, and I managed to truly understand their fears, and anxieties.
Through my design, and involvement of the users, I have confidently squashed all of their initial negative emotions with this work, and users are actually excited to use this daily - apart from the little walk to the printer.
However, we still have a few things to launch post-MVP:
Post-MVP features:
01 Filters, and sorting
02 Pagination
REQUEST A CASE STUDY
REQUEST A CASE STUDY
Did you make it this far? You must have found that unfathomably interesting. Fancy a slightly longer, but even more thrilling read?
Get in touch to FIND OUT MORE.
THANK YOU.
{ PAYTRONIX }
RESEARCH FINDINGS AND USER PAIN POINTS
How are they feeling with this new task?
I interviewed 16 users from the team who will be using RC - Customer Support. I wanted to fully understand each person's fear, trepidation, and expectations for this new tool.
Customer Support are one of the busiest teams in the company, as you can imagine, and conduct over 4000 queries per week. I need to make this tool as efficient and easy to use as possible, whilst of course making it fun.
Replacement Card
Replacement Card (RC) is a new section of the Loyalty Admin Tool (LAT) that transfers an old Nando's Card balance onto a new card, to then ship it to the customer's address.
I lead the end-to-end design of this new tool.
HOW I LEAD THE PROJECT
Getting from 0-1
01
DISCOVER
User interviews
Previous tool analysis
Card sorting
Empathy mapping
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
Previous tool analysis
Card sorting
Empathy mapping
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
How are they feeling with this new task?
I interviewed 16 users from the team who will be using RC - Customer Support. I wanted to fully understand each person's fear, trepidation, and expectations for this new tool.
Customer Support are one of the busiest teams in the company, as you can imagine, and conduct over 4000 queries per week. I need to make this tool as efficient and easy to use as possible, whilst of course making it fun.
TURNING ANXIETY INTO CONFIDENCE AND EFFICIENCY
The improvement during multiple rounds of testing
During early interviews, the two biggest concerns were a lack of confidence and a lack of efficiency - users feared making mistakes and adding work to their busy schedules. These became my guiding metrics throughout this project.
I sent the users a confidence and efficiency survey after every four testing rounds, and told them to be brutally honest.
Here's how confidence and efficiency evolved from a very rough start to refined delivery.
*
INSIGHT 01
MAKE IT SEAMLESS
"We already have a fair bit on our plates, so I would like it to be easy to use."
*
INSIGHT 02
MITIGATE ADDED STRESS
"I'm really worried that it's going to take hours to complete these requests."
*
INSIGHT 03
USER LEAD DESIGN
"We'd like to be included in the design like we were for the Loyalty Admin Tool."
*
INSIGHT 04
ENGAGE USERS
"If possible, try not to make it boring to use." - Real quote from a user.
THE SOLUTION
Optimised, connected, and Engage
My focus for this project was multiple rounds of feedback with users at every stage of the design process to ensure all of their needs were met and pain-points were alleviated.
This is a tall order for this team and there will be roughly 40-50 new card requests per day, so ensuring that users can conduct as many as they can as fast as they can, and also pick up from where another user may have left off - this is extremely critical.
Complete requests quickly. Ensure visibility throughout. Make it fun.
*
*
User pain points solved
USER LEAD DESIGN, MITIGATE ADDED STRESS, ENGAGE USERS
*
*
User pain points solved
USER LEAD DESIGN, MITIGATE ADDED STRESS, ENGAGE USERS
FRICTIONLESS INFORMATION SURFACED
Everything you need to see at a quick glance
01 Overall look and feel is similar to the Loyalty Admin Tool - to improve learnability through familiarity
02 Management can quickly see how many requests are left, and who has been conducting said requests
03 Users can 'start new request' if a customer hasn't filled out the online web form
04 All completed requests get archived in the backend after 90 days
*
*
User pain points solved
MAKE IT SEAMLESS, MITIGATE ADDED STRESS, LACK OF EFFICIENCY
*
*
User pain points solved
MAKE IT SEAMLESS, MITIGATE ADDED STRESS, LACK OF EFFICIENCY
TASK COMPLETION FILTERING
"What's that? even more filters? gosh, luke you are really spoiling us."
01 Keep on top of requests with status tags - helping users to not miss any requests
02 Filter by every stage of the request, including Cancelled
03 Helping to share the load if one user is conducting too many requests - can delegate to another team member
04 Separate Filter - to search by Support Advisor, customer email, and date. Sort by includes oldest to latest, and the reverse
*
*
User pain points solved
USER LEAD DESIGN, TIME ON TASK, CONFIDENCE/
EFFICIENCY OF TASK
*
*
User pain points solved
USER LEAD DESIGN, TIME ON TASK, CONFIDENCE/
EFFICIENCY OF TASK
introducing the side drawer
Know exactly where you are in the request journey
03 All tasks can be conducted on the same screen
01 Introduction of the side-drawer as users needed extra validation as to which request they were conducting
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
MITIGATE ADDED STRESS, FALLING BEHIND ON OTHER WORK, TASK CONFIDENCE/ EFFICIENCY
*
*
User pain points solved
MITIGATE ADDED STRESS, FALLING BEHIND ON OTHER WORK, TASK CONFIDENCE/ EFFICIENCY
error prevention
Let's just double check that we're transferring the right card, shall we?
01 Confirmation before every card transfer
02 Before and after adjustment balance
03 Status updates through inline messaging frameworks
04 User control and freedom throughout process
Built directly from user feedback, this dashboard removes friction, reduces noise, and brings calm to a high-pressure environment - showing the users it's not as scary as it seemed.
It prioritises only the most essential information, helping users complete requests quickly - without confusion or overload. There is visibility of what requests are left to do and who's worked on which request, helping reporting and team collaboration.
Result:
In acceptance testing, 100% of users had no further improvements they could make.
01 WHY IT WORKS
Customer request dashboard - status tags, filtering, progressive disclosure
02 WHY IT WORKS
Side drawer introduction - conducting a request
Users were anxious about how long doing the requests could potentially take, how efficient the tool will be, and if the tool would be complex to learn. By introducing a simplified architecture, and a linear drawer experience, with highlighted progress - I reduced friction, their anxieties, and kept the workflow intuitive.
The side drawer also made this mundane task seem more enjoyable.
Result:
Final usability tests saw 93% of users had conducted a request with ease - one user who hadn't seen the tool needed to be guided slightly.
MEASURING IMPACT
how are we measuring success?
01 One final SUS survey, post-acceptance testing
02 Contextual inquiries - time on task measuring
03 Usability testing and tracking performance
04 Confidence and efficiency rating during multiple rounds of testing
REFLECTIONS
What's NEXT?
This project was a first for me in the sense that it was a completely clean slate, and not a redesign. I wanted the user to spearhead the majority of the requirements, as they will be the people using it. They assisted me expertly well throughout, and I managed to truly understand their fears, and anxieties.
Through my design, and involvement of the users, I have confidently squashed all of their initial negative emotions with this work, and users are actually excited to use this daily - apart from the little walk to the printer.
However, we still have a few things to launch post-MVP:
Post-MVP features:
01 Filters, and sorting
02 Pagination
{ PAYTRONIX }
03 WHY IT WORKS
Side drawer - Efficiency and The finer details
Users were initially trepidatious about having this extra work to do. Once they've seen and used the tool, they understood how efficient and effective something built for them, with their help, can be.
All their fears have been squashed, with their help, guiding the project along the way. I helped distill their fears into actionable solutions.
Result:
Users can complete a lost card request in 45-90 seconds, ensuring that they are efficient.
01.
01.
85
01.
SUS score
02.
01.
+54%
01.
User confidence
03.
01.
+69%
01.
User efficiency
04.
01.
+100%
01.
Final user satisfaction
REQUEST A CASE STUDY
Did you find that unfathomably interesting? Fancy a slightly longer, but even more thrilling read?
Get in touch to FIND OUT MORE.
THANK YOU.