Qliro Pay After Delivery
The Pay After Delivery product (PAD) is the DNA-product of Qliro with 2 million users at the time, and the first product launched by the company. I was the responsible designer of the Pay After Delivery product, which included design conceptualization, visual and UX architectural structure and design validation through user testing.
Client
Qliro
Service
Digital product design
Role
Senior product designer
Duration
4 years
Year
2017
The biggest challenge of the current flow was end users finding it hard to navigating the payment flow and understanding the different payment options presented to them when trying to pay or part-pay their invoices. As a result Qliro had an overload of calls to customer service with customers asking why they had chosen a certain payment option.
The current flow was problematic with an over cluttered interface, forcing every option into one step, asking the user to make multiple decisions at the same time. The terminology and explanation of the payment options was complex, using a legal terminology not accessible to average people. Our approach and mission was to remove unnecessary information, simplify terminology and the amount of information by focusing on presenting relevant information depending on the step the user interacted with.
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The design was validated through user testing with costumers with online shopping experience, in various ages and gender. We used a code based prototype to keep the experience as close to reality as possible. As validation technique we used the metrics: Time spent on task, Success/failure ratios, Specific task related to user failure. Based on this we categorized the outcome by Frequence, Impact and Taskimportance, to guide the iterative improvements of the product.
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1 month after releasing the new flow to 100% of the app user, the customer service team had not received one single call related to the issue of customers asking why they had chosen a specific payment option.
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