Problem: how might we enable small biz owners (SBOs) to further streamline getting paid for their services, so that it feels integrated, fast, convenient, inductive and secure. Plus continues to spark delight at key moments in the journey and reduce gaps/friction at every micro-interaction.
Scenario: the client is ready to pay, but you had to wait for them to get back to their computer so they could finally pay you. Honestly this wasn’t convenient for either of you. But maybe even worse, they forgot to pay you right away.
Actions:
• Created UX Journey Map to generate insights about what the user should be thinking and feeling across key stages of the UX.
• Moodboards explored: form, colors, materials, imagery, and typography
• Established brand experience guidelines for device and assets
• Lead and participated in Lean UX workshops to purposely iterate on solutions for the defined problems
• Conducted usability testing weekly to confirm or dispell key assumptions
• Ensured quality of design deliverables for desired solution: sketches, wireframes, comps, prototypes
• Conducted Diary Study to enable stakeholders to quickly gain insights into gaps at the prototyping stage
• Led the launch of the complete brand experience
• Created UX Journey Map to generate insights about what the user should be thinking and feeling across key stages of the UX.
• Moodboards explored: form, colors, materials, imagery, and typography
• Established brand experience guidelines for device and assets
• Lead and participated in Lean UX workshops to purposely iterate on solutions for the defined problems
• Conducted usability testing weekly to confirm or dispell key assumptions
• Ensured quality of design deliverables for desired solution: sketches, wireframes, comps, prototypes
• Conducted Diary Study to enable stakeholders to quickly gain insights into gaps at the prototyping stage
• Led the launch of the complete brand experience
Results:
The mobile credit card reader enables for SBO’s payments on the spot. Customers felt the FreshBooks credit card reader was straight forward inline with brand principles. They also felt it made their business look more professional. This resulted in above projected units sold and increased online payments usage.
Role: Creative & UX Direction of new brand experience for the FreshBooks Credit Card Reader
Illustration by: Jesse Read
