About the project
Company
Multiapoyo
Timeline
2022 - 2024
My role
UX & UI design, research and user testing in a 4 members team
The challenges
Problem
Challenge 1
Challenge 2
Leave behind old practices, adapt the team to new workflows and show leadership 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.
Information architecture
The insights
Keep it simple
Employees will go for the simplest, most straightforward process.
Security is key
Guardrails, 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.
The design
Due to confidentiality, I can only share a limited view of the project. Here are a few examples of the flows and designs our team created.
I’d be happy to walk you through the details and answer any questions during a call.
Interactive prototype
Amazing interaction design
Pop ups
Collapsable menus
Banners
Micro interactions
The iterations
First version
Brand redesign
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 A/B testing, we got rid of redundant screens and provided key useful feedback using banners, alerts and confirmation screens, missing from the previous solution, that forced users to double check processes that were already completed.
Key takeaways
After the MVP was released, a brand design team was introduced, so we had to adapt and pivot our UI to accommodate the new branding.
We solved it by creating our own design system from the start so we could update the UI way faster.
Conclusion
I believe the fact that the product is made by industry collaborators 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 turning the product into a SAAS
Next steps
The customer platform is being deeloped, 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.
