Full UX design for a self-service/reporting portal
Engagement: Design Workshop, information architecture, full UX design, consistent error messages, a design style guide, mentoring and customer research. We introduced WorldPay to UX design.
I have worked with Hal at more than one company and on a variety of B2B and B2C projects. Hal's work has had a positive impact on customer satisfaction as well as operating costs. His UX design efforts included everything from information architecture to error messages.
Our teams learned how customers actually use our products by observing his usability studies. Finally, Hal worked with us to successfully build our own UX practice. Hal showed us the importance of focusing on users in product development.
– Jeff Robison, WorldPay COO
Products: Merchant Portal, with self-service and reporting tools to manage merchants' credit card processing accounts; usability studies and compliance reviews on WorldPay Mobile; and usability studies on other products for sales reps and customers
Details: This was a complete product redesign, including:
We talked with dozens of customers in usability studies and customer visits. Each one included WorldPay staff, who learned a lot by listening to their customers. Thei stories we heard gave us direction for the redesign, and told us about important features that no one had predicted.
The new self-service features save money by reducing calls to Customer Support, and make users happy.
The best outcome was helping the company develop a new product-development process focused on users. Interaction Design also helped WorldPay hire and mentor UX staff.
Other WorldPay projects included: Usability studies for an iPad sales app, a Web-based sales portal and a point-of-sale virtual terminal.
Let us help you build better products
Contact Hal Shubin at 617 489 6595, firstname.lastname@example.org, or fill in this form.