Problem statement
After conducting a thematic analysis of 300 recent support cases, we found out new merchants were struggling to get their card machine set up properly because there's no clear instruction of how to do so. This leaves merchants frustrated because they weren't able to transact and causes a lot of time-consuming touchpoints for the customer support team.
We carried out user interviews to inform an experience map of when merchants call for card reader set-up support
Methodologies
Mixed with Design workshop and Prioritisation workshop
Duration
3 Days
Participants
Product manager, associate PM, product designer, content Manager and front-End developers
Formant
Some Participants join remotely
Reframe problems into opportunities - Virtual post-up
We generate content on (virtual) sticky individually and post them up in Miro. Contributions are shared, discussed and used as input for future exercise.
We cluster sticky into relational groups based on similarities and themes. It helps us discover patterns across a wide set of ideas generated by everyone.
Identify the most important things to focus on
*These HMWs are used as input for evaluating ideas later in the workshop
HMW make sure SumUp support experience is consistent across platforms?
HMW suggest relearnt info to questions merchants might have based on their activities?
HWM help new merchants get started with SumUp products easier?
HWM make sure merchants are informed about payout delays/ server issues, etc?
Storyboarding
We started from fleshing out ideas individually. Each person expands on a specific idea they chose and use storyboards to visualise how users will interact with their solution.
Narrowing down design ideas
We used dot voting to prioritise which of the ideas generated during the ideation session should be prototyped. The criteria is "which idea answering the HMWs the most?"
How might we help new merchants to set up SumUp products easier?
A personalised help section which shows merchants relevant content based on their recent activities. For instance, finish account verification, connect card machine and get support for recent transactions.
How might we help Merchants feel in control while experiencing payout delays?
A possible solution would be to develop a service that can be used by the customer support team to send out alerts and notifications.
High-fi prototypes and wireframe
Underlying assumptions
Do merchants want the support tab to be dynamic and change based on their activity?
Are merchants currently struggling with other parts of product understanding?
How will merchants react if the suggested contents are irrelevant to them?
Testing
Methodologies
Semi-structured interview, qualitative feedback and quantitative metrics on prototype's performance
Duration
60 mins each session
Participants Criteria
Berlin based, english speaking merchants
Signed up in last six months and contacted customer support for setting up issue
Measurement
✅ Success rate
💙 Perceived ease of use
Participants' impression of the design
Onboarding, get help when I first started.
Trying to give me instruction proactively.
Help me to connect my card machine
Participants describe the purpose of the design
To help me when I experience issues?
To tell me what should I do, how do I set up and what do I need to do next?
Success rate
4/5 finished the given tasks (set up card machine and take the first transaction)
4/5 think this could have helped them when they first started
Perceived ease of use
4
(1 = difficult, 5 = easy)
Things to inform future design decisions
It seems merchants are still interested in knowing the pairing process behind even the steps is simplified. How might we help merchants to escalate to support team or troubleshoot if the pairing is unsuccessful?
How might we make sure merchants notice the setup guide? While it's so hidden in the product.
Does instruction need to be more self-explanatory?
Area to further research
What are the criteria of educating merchants about test transaction?
What merchants consider as a first successful transaction?
How might we better educate merchants how to issue refunds during test transactions?.