Mobile POS

‍Project overview

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Our aims is to provide a thorough review of the mPOS application by examining its features, user flows, and screens, which have been developed but rarely tested in real-world scenarios.

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Why does it matter? 

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Why is this problem worth solving? 

While the application generally functions well, there is a clear need for improvement, particularly in terms of intuitiveness. Some novice users have experienced challenges during peak hours, which has discouraged them from using the app.

What value is presented to the user? 

Key areas for enhancement have been identified, especially around the payment process and client record management. By addressing these issues, we can significantly improve the overall user experience, making the app more efficient and accessible for all users.

What value is presented to the business?

These changes will not only benefit the brands using the product by streamlining their operations but also enhance their interactions with clients. A smoother, more intuitive experience will lead to increased customer satisfaction, loyalty, and ultimately drive growth for the business.

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Project's Goals:

Our goal is to gain a deeper understanding of the sellers' practices and environment to identify any potential misunderstandings or frustrations associated with the application. This insight will enable us to enhance the user experience, ultimately adding value to the business by aligning the app more closely with the needs and expectations of its users.

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- Conduct primary & secondary research
- Organise and deduce business and design opportunity areas
- Develop wireframes.
- Develop prototype based on usability and accessibility
- Iterate and develop hi-fi wireframes
- Deliver an updated information architecture, functional prototype & hi-fi wireframes

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What we did‍

Over a three-month period, we conducted interviews in five stores belonging to different brands. The duration of each interview varied depending on the size of the store and the number of participants, ranging from 60 minutes to 2 hours.

These in-depth interviews provided valuable insights into how the application is used in different retail environments. Understanding these nuances allows us to tailor the app more effectively to meet the needs of various brands, enhancing their operational efficiency and the customer experience they offer. This, in turn, will drive greater satisfaction and loyalty among their clients, ultimately benefiting their business growth.

Project Duration: 250 hours

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^{D I S C O V E R}

The Process

We began by setting up our project's UX research page on Notion, where we meticulously documented all relevant research details. This ensures that any designer who takes over the project in the future will have immediate access to key insights and a solid foundation to build upon. We included a comprehensive audit, evaluating accessibility, copy, and the current UI, all aligned with UX best practices as defined by the Nielsen Norman Group. This approach not only streamlines future work but also upholds the high standards necessary for delivering an exceptional user experience.

We also documented:
- User interviews questionnaire
- Interviews results (raw data - transcripts)
- Findings
- Insights
- Opportunities
- Extra documentation used in our secondary research

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Findings

Some interesting user's needs & pain points discovered in our research

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01 Key interaction to be updated:‍

Users want specific features & interactions to be updated/corrected
_{"Ce qu'aujourd'hui quand ils ont un passeport, en fait ils vont le scanner à chaque fois en caisse."}

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02 Unexpected pain points:

Users tend to stop using mPOS due to external issues
_{‍"Il y a beaucoup de problème de wifi dans certains magasins qui empêche l’utilisation de mPOS."}

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03 Adaptability:‍

Users only use mPOS during high traffic periods (Holiday season)
_{"mPOS est aujourd’hui un outil uniquement utilisé pour de l’encaissement rapide."}

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^{D I F I N E}

Ideation

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Coming up with solutions‍

In order to prioritise our opportunities and recommendations, I conducted a workshop with our stakeholders where we place our insights & UX opportunities. By doing this we were able to focus on 3 major axes that helped us prioritize feature, iterations and development throughout 2024.

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_{01 Ergonomic Improvements to the Application}

Reworking the Client Dashboard
Redesign the client dashboard for more intuitive navigation and better visibility of key information, which can lead to quicker decision-making and enhanced customer satisfaction.

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Improving the Payment Process
Optimize the payment workflow to make it smoother and faster, reducing transaction time and increasing conversion rates, especially during peak periods.

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Reviewing application's copy for better guidance
Incorporate contextual dialogues and messages to guide users at each step, minimizing errors and enhancing the user experience, which can lead to broader adoption of the application.

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Better Adaptation to Work Conditions
Allow buttons to be shown or hidden based on needs, making the application more flexible and better suited to different usage contexts, potentially attracting new users looking for customisable solutions.

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_{02 Management Access}

‍Creating access for Manager, Seller, and Admin personas
Develop distinct personas for managers, sellers, and administrators to better understand and address their unique needs, ensuring that the application is tailored to each role.

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Reviewing User Flows Based on Personas
Redesign user flows according to these personas, enhancing the relevance and efficiency of each user's experience. This personalization can lead to improved productivity, reduced training time, and greater satisfaction across different user groups, which in turn can drive increased adoption and loyalty to the application.

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_{03 Redesign the Onboarding experience for new users}

‍Developing a Comprehensive Onboarding Experience
Design a tailored onboarding process for new users that introduces them to key features and guides them through initial setup. A well-structured onboarding experience can reduce the learning curve, boost user confidence, and increase early engagement. This, in turn, can lead to higher retention rates and faster adoption of the application, driving long-term user loyalty and business growth.

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^{D E V E L O P}

HI-FI Wireframes, Prototype & an Updated info. Architecture

Because this is a project under development, I will be uploading the designs once our work is fully live in all stores.

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Final Thoughts

What I learned

In this project, I gained valuable insights into how large organisations operate, which required me to adapt my approach to effectively communicate with stakeholders. I learned the importance of demonstrating the value of in-store visits to gather feedback and test our new designs, a concept that wasn't initially embraced.

Through this process, I also had the opportunity to build a comprehensive information architecture for the app from the ground up. This structure not only streamlined our collaboration with developers and the product owner but also ensured that our design decisions were well-aligned with both user needs and business goals. This experience deepened my understanding of the complexities within large organizations and enhanced my ability to drive design projects that resonate with diverse teams.

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