Revamping experience for Till's Payment Terminals
INTRODUCTION
Till Payments is an Australian Fintech company who provides a simple, all-in-one payments solution to their customers.
I was assigned to work in the Terminal squad, one of the core products from the company.
In this case study, I will take you through my process from design to launching it at the US 2022 Parking & Mobility Expo.
ROLE
PLATFORM
DATE
Take a peek — Till Terminal 👀
Challenge
With the US expo coming up, stakeholders are not confident with the current terminal design as they do not provide the best experience.
Goal
Better experience
Improve the user experience for both merchants and customers, making it more intuitive
Personalised branding
A design that can express our brand
Cosmetic upgrade
An aesthetic pleasing design that is more user friendly for our users (see aesthetic-usability effect)
Results
We were able to deliver the MVP which includes a payment flow and other edge cases. Stakeholders were happy with the redesign and the product was launched in the US expo.
Design process
Keep reading if you are keen to know more about the process!
User research
Since I joined after the discovery phase, most of the user research were already done. There were a few business requirements that were discussed previously for the US launch and has been given to me.
Competitor research
I did some research on our main competitors and what they are offering as well as the user experience of their terminal. Below are the analysis that I’ve came up with:
User flow
After learning about the competitors, I talked with our internal team and payment experts on the insights that were given to them during the discovery phase. I was able to map out a user flow from all information I’ve received and the current state of our terminal.
Design system
Since Till offers a wide range of products, I wanted to know if there was a design system in placed as that is the most efficient way to quickly deliver designs with consistency.
Unfortunately there wasn’t one for the terminal. After discussing with our software engineers, we’ve decided to use Google’s Material Design as it was the most suitable system and the terminals are built on the Android devices.
From there I’ve created a new colour palette based off our brand colours and guidelines.
Early designs
Here are some of the early designs that I did. Some feedback were the orange is too bright which fails the accessibility requirement, too many buttons, button size is not consistent.
Final design
After reiterating the design, this is how it looks comparing to the original design:
Learnings
Constraints
There were a lot of limitations due to the platform and system. Understanding what’s realistic to design is key.
Expert advice
Talking to people that are familiar with the payment space helps me to speed up my process, but this doesn’t mean research can be neglected.
Team collaboration
Working with a bigger team helps me to understand the importance of communication. It also takes longer time to receive feedback which I might have to reconsider my working timeline.
Future
User testing
It is crucial to get customers’ validation in order for the product to succeed
Other features
Continue working on other features that didn’t make it to the MVP
Reiteration
Continue improving the current existing design
Accessibility
Our brand colours does not work best with accessibility, something important that we need to consider in the near future