UX Design for Onboarding Franchises
Keybank / XUP Payment - Product 2
About the Product
Our current state had a merchant onboard one location at a time in an online application form. We need an interface to onboard franchises (10-50 locations) so that managers can group information and apply it to specific locations.
Business Goal: Improved user experience for our ISV clients, which improved customer service and trust in our technology.
User Goal: Enter 20 locations and order devices under 20 minutes.
Related Projects
Problem
We worked in a Lean Agile environment. We had limited development time and had to leverage what we already built. What is the best way for a user to order card machines in bulk quickly with multiple locations without uploading an Excel spreadsheet?
Solution
We need a new user flow introduced for those with more than 5 locations.
UX Research we used:
1. Mapped out the current user flow.
2. Met with stakeholders and customers for observations and interviews.
What we found:
1. How users group data – Each business’s payment and products are the same. Only mailing addresses are different.
- Manual entry of addresses
- Browse and select the card reader device applied to all for immediate shipping
- Enter payment info
2. For users with multiple locations – a new page needs to be created to manage the data.
3. New user flows for primary needs:
a. Add mailing locations
b. Browse and select products
c. Enter DDA for payment
d. Search location
New application page - when user selects multiple locations
