PROBLEM
Customers are confused on how Ninja Direct bills and when they need to pay
Ninja Direct helps resellers buy, ship, and pay for items, taxes etc. At first, users paid different invoices separately and got confused about what they needed to pay. They also continued to ask sales team how shipping fees were calculated.
DISCOVERY
Spoke to customers and sales teams on current payment issues
To understand their pain points on the entire payment experience and summarized them into few main problems:
1. I don’t know what to expect to pay and when
2. How are my shipping fees calculated
3. It’s time consuming paying for one thing at a time
IDEATION
Ideation sessions and brainstorming to make invoices clearer to understand for customers
The intended outcome of this project was to increase customers' understanding of their bills and give them clear visibility on when to pay. We wanted to:
1. Increase online payments by 60%
2. Reduce sales team involvement
3. Introduce Duties & Taxes and Value Added Services invoices that would normally be paid offline to online.
Some design sketches from ideation workshop
Mid-fi designs we used for concept testing.
PrototypeTESTING
Concept testing with wireframes to reduce risk
We did concept testing to get it in the hands of real users and sales teams. Just at the wireframe level, since we focused on the information architecture where we got valuable feedback with many users noting how polished the new design was.
The good:
1. The new order status and detailed status clearly visible helps users quickly skim
2. The payment requests card due dates make it clear when I need to pay
3. Details on billing breakdown also help clear up miscommunication
HANDOVER
Migrating to Ninja Van’s design system, Akira
This project also included a migration to the organization’s design system which included some challenges as well. I worked closely with developers to make sure the design system had majority of the components they needed to make development as smooth as possible.
NEXT STEPS
Setting up for success and tracking it
To make sure we achieved our goals, we planned a success tracking plan. Since we had Mixpanel already set up, I looked at which events to track and made funnels that matched up with our objectives and key results.
LEARNINGS
Test early, don't worry about getting everything right on the first go
The design process can be long with a lot of meetings to brainstorm and ideate on designs. The feedback review can be long. It's okay to have room for improvement, that's where validating the design with users becomes much more important and efficient.
