Figma for design and Figjam for workshop
Jira for project and task management
Zoom for team meeting
The business model of running a multi-tenant system for money service business (MSB) license holders is a novel invention. Hence, most of our insights into customer expectations was first gotten by interviews and surveys of representative groups. Next, we researched the experiences of customers using other multi-tenant platforms to understand their pain points, with the assumption that irrespective of the particularities, most users will share a similar frustration when interacting with similar technologies. Our findings are summarized below:
I developed a fictional persona based on data from the preliminary research phase (interviews, surveys, and competitive analysis) to help me empathize with the users. Nicky Fletcher represents all customers in need of an intuitive and easy-to-use customer-, team-, and financial management system to run a successful money service business.
The discovery research also revealed some basic operations that users would like to complete in a hassle-free manner. These were incorporated into a journey map for a better visualization and appreciation of users’ needs and pain points.
The results of the various discovery research was then narrowed to address the most pressing users' needs, which included
I had several ideation and brainstorming sessions with the developers (front-end and back-end), system architect, and other stakeholders, to come up with several solutions to the customers’ needs gained through insights from preliminary research. At this point, the focus was on quantity over quality and later decided on, and went with the most popular options.
In collaboration with the design and engineering team, I was able to put together a detailed information architecture, a visual representation of the Nomis Partner system infrastructure, features and hierarchy.
First, I made some hand-drawn wireframes s to capture the ideas that addresses the users' concerns.
Low-fidelity wireframes were designed in order to keep the focus on usability and end-to-end workflow. The designs were based on the ideas and iterations gleaned from the ideation phase in accordance with the users' needs.
The high fidelity prototypes were then designed to incorporate color schemes and patterns, bringing the design closer to the end product.
The stakeholders needed a way to control and manage the activities of their partners on the Nomis platform. I brainstormed with the stakeholders and developers to research and design the admin portal.
Since the partners are also able to access the Nomis system via the web, it was necessary to create a website with a layout that is intuitive enough to facilitate seamless navigation. Follow this link to view the Nomis webpage
I completed a number of moderated usability testing with participants representing various genders, race, and tech-savviness. Insights gleaned from the analysis of the initial testing was applied in the iteration of the design, which was retested again with a different representative sample. Some A/B testing was also conducted.
It was noted during the test that users might be more willing to supply sensitive information such as their business license numbers, if they were given a hint as to why those information were been asked. I then iterated the design to add a hint icon and a pop-up hint that appears upon hovering of the cursor over the icon.
It was also noted that the instruction on the required next steps were not very clear. These instructions were re-worded to remove ambiguity.
There was a suggestion during the testing to include a few lines in the e-mail template, informing users of what to expect during onboarding.
I was able to deliver on the goals and objectives of this project within the stipulated timeframe, working closely with a highly cross-functional team. It was an highly collaborative effort, brainstorming and ideating with some very brilliant minds. That said, without a rigorous user-testing, we would have still ended up with a dysfunctional and unusable product. It pays to listen carefully, attentively, and actively - to stakeholders, team members, and users.
