Redesigning A Payment Portal
A comprehensive redesign of MYCRS payment portal, transforming it from a desktop-focused platform to a mobile-first solution that improved user trust and payment completion rates.
Role
Lead UX/UI Designer responsible for overhauling the site from a design perspective and getting it to a place of security, upon which we could then build.
Categories
UX/UI Design, Mobile Optimization, Accessibility
Business
CRS
Timeline
8 months
The Problem
The portal was outdated, last redesigned in 2018 with little to no consideration for accessibility or user experience. The vast majority of the site functioned through javascript and so errors were inevitable no matter the device a user was trying to access the site from. This limited accessibility and the prominence of bugs on the site would often result in negative reviews on platforms such as Google or Trustpilot which would then in turn make a visiting customers impression of CRS worse.
Research & Discovery
Research Methods
Heat Mapping, User Personas, Analytics Review, Customer Feedback Analysis
Key Findings
MYCRS was originally built for desktop devices with the option of access via mobile. By late 2019 it was obvious that consumers had moved in their masses to mobile devices and the portal would now receive 95% of its traffic from mobile devices. The homepage of the site did not include any methods of contact or context for a visiting customer other than a login form requesting 6 different pieces of sensitive information which were usually met with a high degree of scepticism resulting in a bounce rate of over 50%.
Key Insights
- Bounce rates in excess of 50%
- Lots of bugs and poor navigation
- Bad accessibility causing user frustration
- Negative Trustpilot reviews affecting company reputation
- Loss in potential profit, driving more traffic to the contact centre
Process
Research & Analysis
Conducted heatmapping, created user personas, and analyzed customer feedback to understand pain points in the existing portal.
Restructuring
Restructured user flows that were easier to follow and streamlined the login process to reduce user skepticism.
Design & Development
Tweaked and consolidated the existing design style for consistency, designed clearer visual feedback methods, and created an interactive FAQ section.
Launch & Monitoring
Shipped the first iteration in October 2021 and continuously monitored payment performance and user feedback.
Project Gallery
Impact & Results
Before
- bounce Rate
- 50%+
- single Payment Completion
- Baseline
- token Payment Rate
- Baseline
After
- bounce Rate
- 30%
- single Payment Completion
- +20%
- token Payment Rate
- +50%