Ezypay has been operating since 1996, the main product is a payment billing platform specialised in recurring transactions. It integrates with the Client’s systems through API calls and allows to bill their members for the specified amount at the preferred recurring cycle.
Legacy application. The cloud platform has been upgraded many times over time, and additional features were added
A local application was used to access the data (running not on the latest version of Microsoft Windows) stayed a bit behind with all the upgrades.
Recently, the SO (Support Operators) got to the point where they had to create tickets for the software engineers to make changes in the system on their behalf.
While the business was growing, the number of tickets and the time required to solve them was growing too.
Part of my job was to create a framework that could support growth. I designed the application with scalability in mind, while at the same time creating as little disruption as possible to the SO daily operations.
I worked with a cross-functional team as a UX/UI designer, collaborating with the Engineering team. I conducted
research and interviewed users to make sure we were tackling the right problems.
For the first 3 months from the start of this project I was the only person working on it.
The team grew to include:
I designed the wireframes, and integrated changes gathered from prototype testing sessions feedback. I ran workshops with cross-department stakeholders for feature prioritisation and presented the milestone achievements to executives. Furthermore, I contributed to the supporting documentation.
Understanding the business case. The company needed three main things:
Understanding the Platform. I began with an in-depth interview with the SO to learn more about the platform and the operations they were performing on the system.
The most common scenario is having a customer on the phone with one of Ezypay’s representative and needing access to some data from the platform.
I followed the Double Diamond model combined with Agile methodology and Scrum. We adapted the process to be executed in the cycle of two weeks sprints, where the first week was spent investigating the problem and making sure we were designing the right thing, and the second part was focused on the execution to design the thing right.
Before Ezypay even hired someone to design the new client-application, a legacy application was already in place. It was made with low consideration of usability and learnability; it was most likely developed solely from an engineering perspective.
I conducted user interviews with the primary users (SO) and discovered major pain points affecting their productivity.
The goal of my research phase was to:
After conducting the user interviews I grouped the pain points into affinity maps. This informed our Feature Themes and Epics.
It is essential to use the right tool for each job. Here is a list of those I have used while working on this project:
The Single Page App is built on node.js; I wrote the templates with Vue and used Bootstrap4 as a starting framework. The client-application uses GraphQL to fetch the required data, stores it in Vuex before passing it to each component.
With the design and development of the client-application, Ezypay’s SO acquired a window on the cloud platform that allows them to manipulate the data without needing the Engineers to intervene.
From the very first iteration of the MVP, the company has had a reliable tool used for daily operations by the SO and later on has been adopted by Sales and Marketing to overview the onboarding process of newly acquired Clients.
Additional features have been implemented over time by running user interviews and workshops with internal stakeholders.
Since the implementation of the new client-application, we have seen a significant decrease in the number of
tickets lodged, as well as a significant decrease in time to respond by the SO.
Additionally, I have received positive feedback from users about the usability of the new application, as it improved the onboarding of new employers.
Some key takeaways from this project are:
I joined Eypay as a UX/UI Design Lead in 2018 as a solo designer in a company of over 70 employees distributed across 5 countries. I was responsible for leading the UX and UI across every part of the client-application used to access the platform.
I've grown tremendously in the years spent at Ezypay, some key achievements of which I have listed below: