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Roles
- Product Designer - UX
- Visual Designer
- UX Researcher
Project Deliverables
- Wireframes
- Visual Designs
- Journey Maps
- Interactive Prototypes
- Design System
Tools
- Figma
- Zeplin
Overview
Visa has an internal buying system for its 30,000 employees. The system is called, "Guided Buying."
This system is different from a standard e-commerce system, based on what you could buy as an employee. Sure you could order pencils or a desk, but you could also order onboarding materials, a server room or even an advertisement for the Olympics.
The problem
The original system was antiquated and difficult to use.
Stakeholder interviews surfaced the following problems:
- The system was purely text driven. There were no images to show what it was you were buying.
- There was no sense of how large items were. In other words, item descriptions were cryptic.
- Users had to look up obscure codes and would get timed out, losing all of their changes.
I was brought onboard to modernize the UI in terms of look and feel as well as functionality.
Objectives and key results
Our objectives were to migrate Visa's 30K users to an easier to use platform.
We would measure success metrics based on how easily shoppers could accomplish goals.
The Design Process
Step 01: Interviews
I interviewed shoppers for the internal site around the country.
Some of the questions included:
- Walk me through how you would shop for a desk for your team.
- Show me the pain points in this task.
- Show me how you would order an advertisement in the Olympic Games.
Journey mapping
Once I completed the interviews, I proceeded to map out user journeys for a variety of Visa employee types.
Flow diagram of use cases
With our interview data in hand, I proceeded to mock up flows for internal shopping.
Wireframes
Below are some basic wireframes for the app.
Final Designs
Here we have the final designs for the mobile experience.
Colors for some elements such as, "Buy," buttons, were based on the Visa Style Guide.
Research
A second set of users was interviewed with interactive mockups based on the new designs.
Takeaways
Users found the system much easier to use than the buying system Visa had in place for over a decade. Average rating out of 100 was 94% positive.
Adoption
Users were migrated to the new designs with several months of advance notice.
There were some complaints about text size, which could be altered via desktop browser or mobile settings.
Aside from the issue cited above, transition was smooth.
Overall, users were much happier with the new system, (91%).
Thank You
Copyright © 2024 - Joe Wahrhaftig, All rights reserved
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