Credibanco - SmartPos
Credibanco wanted to update the interface of their old dataphones and launch new devices, more innovative with an Android system featuring new functionalities and a touchscreen design. (The pilot test was done for gas stations).
My Role
I was the Product designer of the project. I worked together with the Credibanco product team: The product owner and its leader. As the only designer, I was in charge of the experience from end-to-end, that includes user research, field work, interaction design, mockups design and testing.
The opportunity
Credibanco wanted to launch a new POS (dataphone) with new features for the Colombian market. I was in charge of doing user research to validate that these features will be valuable to end users and then I designed all the flows and mockups for this device.
The approach
To gain insight into the users, I organized a visit to a gas station to observe the "isleros" context firsthand. Based on these observations, I developed user personas to identify behavioral patterns. I also conducted stakeholder interviews to better understand business goals and product functionality. This allowed me to identify key needs and propose short- and long-term initiatives, creating a backlog of potential initiatives. Collaborating with the product owner, we prioritized features, analyzed existing steps and new flows, and structured them into a final sitemap, which served as the foundation for the mockups.
I used the Double Diamond design methodology because it provides a clear, structured framework that encourages creativity and problem-solving through its four distinct phases.
Understanding the problem: I focused on understanding the problem by gathering insights and exploring user needs through research and observation. Then the insights gathered were analyzed and synthesized to clearly define the core problem.
Creating the solution: I explored various solutions through brainstorming, prototyping, and iterative testing. This final phase involves selecting the best solution and finalizing the design.
Understanding the problem
The objective of this User Research is to understand who we are designing for, identifying their main pain points in order to generate added value more focused on the needs of our clients. (Gas stations served as the pilot test.)
· Activities: Interviews, Persona creation, user testing, field work, stakeholders interviews, Effort vs. impact matrix.
Creating the solution
Information architecture , Flow ASIS and TO BE & Mockups.
Challenges: Lack of knowledge about ux, Deadlines (few time.), They didn't have a robust value proposal, they had not formally interviewed the clients or the users, work on site in pandemic to interact with the “isleros”.
Learnings:
· The technical point of view gives us a very important input to think about designs that are scalable in the long term or to find solutions that are good and do not take such long implementation times.
· Team-working: Clients want you to get involved with their design team and not only be a supplier but part of their team. Having a good attitude with everyone, listening, and providing help whenever required, is something that helps a lot.
· Patience: Customers change requirements or priorities quickly and we must understand and help them. Sometimes there is also time pressure, but we always have to stay calm and work things out little by little.