About the project
Company
Multiapoyo
Timeline
2022 - Ongoing
My role
UX & UI design, research and user testing in a 4 members team
The challenges
Problem
Multiapoyo needed a product that allows users to administrate and operate their pawnshops, while at the same time, allows customers to interact with the pawnshop online. The product is projected to be sold to other companies.
Challenge 1
Take previous design language and UX and adapted to a new era without completely disrupting the previous one.
Challenge 2
Leave behind old practices, adapt the team to new workflows and show management the importance of UX process.
Challenge 3
Create a design that works for multiple types of users, while preparing for the future expansion of the product.
The solution
A 3 platform solution unified by design and branding.
Admin platform (B2B)
For creating and administrating a new or existing pawnshop. Allows users to start from scratch or import their company data.
Ops platform
For employees to operate online and physical shops. An all in one solution to buy, sell, audit, and manage products, clients and funds.
Customer platform (B2C)
For customers to interact with the shops, have almost no need to visit a physical shop, and will be able to see all of their information online
The research
Competition
We looked into platforms that similarly meet the needs, like:
User interviews and surveys
We interviewed business owners, pawnshop staff and customers as our 2 main users.
Data research and analysis
Multiapoyo’s staff and customer behavioral data.
The insights
Keep it simple
Employees will go for the simplest, most straightforward process.
Security is key
Restraints and security and contingency features are a most.
Easy switch
Admin users will feel the need to access Ops version from time to time.
Don’t get to techie
Target customers will have limited access to tech and will rarely trust it.
Information architecture
The process
Presentations and feedback gathering
With stakeholders, sponsors, developers, POs, and industry experts.
My process
Note taking and Lo-Fi wire framing for developing a flow from low to high fidelity prototype.
The design
Some instances of the result
For confidentially reasons I cannot show much more of the project, here are some examples of flows and designs that the team developed.
I’m happy to discuss more about the project over a call.
Interactive prototype
Amazing interaction design
Pop ups
Collapsable menus
Banners
Micro interactions
The iterations
First versions
Iterations
Before vs after
The user testing and results
User testing
1
Users tested the prototypes on virtual sessions for us to understand expectations and use of the product, the team asked the users to speak their mind out loud.
2
We interviewed the user about what their experience was, what worked and what didn’t.
3
Field testing, we went to pawn shops to overview the user interacting with a first version of the product in real time and compare it to the previous solution.
Results
Less time for most flows
Less screens, more feedback
After an A/B, we got rid of redundant screens and provided key useful feedback using banners, alerts and confirmation screens, that were missing on the previous software, that forced users to double check processes that were already completed.
Key takeaways
After the MVP was released, management brought along a brand design team, so we had to adapt and pivot our UI to accommodate the brand design.
We solved it by creating our own design system from the start so we could update the UI way faster.
Conclusion
I believe the UI and the fact that is made by industry experts set the product apart.
Our best achieved goal so far has been mostly eliminating the need for software training for shop employees.
What I would do differently
I’ve would do more information architecture if possible, a card sorting for the menu organization, and I would limit some features and contain sub flows that were specific for Multiapoyo but not for the intended purpose of selling the product
Next steps
The customer platform is being design, which will allows users to interact directly with the shop online, and even allowing other types of users to compete by selling used products on their own.
