Afterpay
Project: Product Design, Service Design, Visual Design
Design Problem: The Shopify App was built to help merchants integrate and add Afterpay assets on product and checkout pages fully on their own. It was originally built by developers with zero design help. The goal was to assess the current app and improve user experience. The app was designed as chatbot feature but worked as a tool tip and on-boarding process. The first part of the project was to do a teardown, competitive analysis, and user research then move on to figuring out list of prioritization that match the business needs.
Goals:
Enable merchants to integrate with Afterpay without assistance
Provide an easy process to install the gateway, place Afterpay content on product pages, and customize the content.
Minimize merchant frustration and contacts to customer service. representatives.
Process: Arrived at Personas by User Research. Created basic user flows, Competitive analysis on Affirm, Klarna, Sezzle, and Quadpay. Current app tear down. Usability test on existing product. Created prioritization list. Sketched designs then moved from medium to high fidelity. Iterated.
Final Solution: Changed the design from a chat bot style to a more structured customizable pop up with directions and step by step videos to help merchants every step of the way. Added in a FAQ and contact support feature within the app.
Limitations: Time, Stakeholders, Capacity of Teams, Business Needs, Business Budget
Applications: Sketch, Invision, Lucidchart, Lookback, UXPressia, Keynote, Amplitude.
Team: Worked directly with Stakeholders, Product Manager and Lead Engineer as the only designer.
