Reworking a business critical retail tool with User Centred UX/UI design
The context
PayPoint operates a network of over 27,500 stores across the UK, putting it at the heart of many local communities.
It partners with small businesses to offer essential services like parcel collection, bill payment, and cash withdrawal through its PayPoint One terminals. These terminals help retailers manage sales, stock, promotions, and daily tasks.
The problem
PayPoint needed to simplify and improve the user experience (UX) of the PayPoint One terminal, which had become complex and inconsistent over time, making it difficult for retailers to use effectively. The journeys were not intuitive, which hindered the efficiency of retailers in managing their day-to-day operations.
The objective
The goal was to refine user journeys and develop a new user interface (UI) library of the PayPoint One terminal.
The aim was to create an intuitive and simple-to-use solution that would make it easier for retailers to perform their daily tasks, manage sales, stock, and promotions, and ultimately provide better service to their customers through a user-centered design methodology.
The result
- Delivered a comprehensive UI kit and detailed documentation for the PayPoint One terminal.
- Achieved overwhelmingly positive feedback from retailers through extensive user testing.
- Simplified user experience, enabling retailers to perform daily tasks more efficiently.
- A successful & smooth handover to developers with well-documented design assets and direct communication.
- Implemented an agile process with regular feedback, resulting in timely delivery and successful project completion.
87%
40+
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We had to design with the tech in mind. The terminal runs an older operating system so we had to design in-page elements that would render with no performance issues, something that was common in the existing system.
The approach
- Conducted a UX audit and collaborated with in-house experts and retailers for a detailed screen-by-screen review of existing issues.
- Gathered feedback from frontline teams and performed a deep dive into platform analytics to understand user behaviour, use cases and usage across different platforms - terminals, online, mobile devices.
- Prioritised feature backlog based on technical complexity, value to retailers, and value to PayPoint through a user-centred perspective.
- Conducted user testing in shops and online, iteratively refining designs to ensure clarity before handover to developers.
- Delivered extensive UI design system, giving developers everything they need to implement; including complete icon set, annotations around animation, user interaction and responsiveness.
We've improved over 50 B2B products, and counting...
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