WorldPay is a global payment processing company that enables businesses to accept various forms of electronic payments, including credit and debit cards, crypto currency, and other alternative payment methods, online or via in-store point of sale terminal payments.
My role
B2B Senior UX Designer at WorldPay (FIS), responsible for the end-to-end omnichannel experience that spanned across various platforms, including voice and desktop, for enterprise business merchant experience.
Executing outputs of design thinking, competitor analysis & benchmarking, user research, user journeys, user flows, sitemaps, wireframes, UI design and interactive prototypes using Figma and voice flow.
Design challenge
BEFORE: Lengthy merchant onboarding process, get a quote for business journey has poor UX (need to sign up first), complex price structure.
AFTER: improved get a quote journey, Easy to understand pricing plan, efficient onboarding journey
Discovery phase
As part of the discovery phase, I conducted user interviews and mapped out existing user journeys, while also analysing analytics to identify areas of drop-off
User journey
Mapping out user journeys indicated where we have the problem areas.
Wireframes
Early wireframes for the online sales and onboarding journey:
Voice UI flows
I designed a Voice UI that allowed users to interact with a device or application using only their voice to quickly obtain a business quote. To ensure the usability and effectiveness of the system, I tested it using voice flow, a tool that enables designers to create and simulate voice interactions.
Conversation flows (Chatbot)
I designed a conversation flow for a Chatbot that guides users through the process of obtaining a quote for Worldpay's payment processing. This new approach eliminates the current lengthy online process, which requires users to sign up first and navigate through numerous complex steps.
User journey
During the discovery/define phase, I developed user journeys, which included both the existing "as-is" journeys and the proposed new journeys. To accomplish this, I adopted a data-driven design approach, analysing user drop-off points using analytics.
Prototype
The voice design and conversational experience were created using Voiceflow.
https://creator.voiceflow.com/prototype/6413296c1cb0f3c8bab979e6
Competitor research
I conducted competitor research to benchmark Worldpay against payment processing providers such as PayPal, Stripe, Adyen, Square, Skrill, and others.
Outcome
The outcome was a more efficient and streamlined integration experience for merchants, enabling them to deliver smarter e-commerce experiences to their customers worldwide by providing a better, seamless omnichannel experience.