Switch Configuration Manager
A platform that empowers financial institutions (banks, issuers, acquirers) and other payment service providers to seamlessly onboard and configure products to their specific needs.
What was the problem?
We had a complex payment system with different platforms to handle transactions. Customers and internal teams use partly automated methods to manage their portfolios. This process relies on a complex excel sheet called the Automated Parameter Worksheet.
The Roadblock:
Complexity
An automated self-service tool was initially created with the intention to replace the APW. This process is cloud based and API driven, thus allowing for improved accuracy, convenience, and visibility.
However, previous user research revealed users struggled with onboarding new products due to the complexity of product and unclear navigation.
Planning
I led workshops with stakeholders, product, and engineering teams to align on goals, leveraging existing research to define problems and mapping customer journeys to identify key moments and opportunities.
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Collaboration
We scheduled weekly meetings with the product team to collaborate on defining problems to solve.
I worked on documenting the flows for the current experience to identify opportunities for improvement for both new flows and existing feature improvements.
Goals for Redesign
The goal with the redesign was to design from the end users’ perspective and empower customers to seamlessly onboard and configure products to their specific needs by providing guided workflows.
Features include:
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Dynamic user-interface
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Additional contextual support
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Data sharing within customer's team or other companies
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Implementation progress tracking
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Feature Prioritization
For MVP, we focused on the issuer workflows.
How might we help issuers be well informed when managing their assets, reports, and pending actions?
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Who are our users?
We can break down Mastercard personas into the following categories:
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Issuers
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Acquirers
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Service providers
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Processors
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Merchant customers
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Affiliate
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Mastercard internal users (employees)
Ideations
We adhered to a top-down approach to defining the overall structure and flow of the experience and the ideation process involved high-level sketches for the primary use cases.
High fidelity designs were shared with stakeholders and teams on a weekly basis to obtain feedback on the functionality and interactivity of the product.
Listening and Learning
We advocated for early usability testing and scheduled one on one interviews and testing sessions with internal Mastercard users.
Four rounds of usability tests were conducted. Feedback was collected and several iterations were made on the designs throughout the product life cycle. We went through cycles of requirements, consensus, approvals, detailed specifications, and handoffs.
Test 1
Test 2
Test 3
Test 4
3 Participants
Europe, North America
5 Participants
Europe, Latin America & Caribbean, North America
5 Participants
Europe, Latin America & Caribbean, North America
5 Participants
Asia Pacific, Europe, Latin America & Caribbean, Middle East & Africa, North America
Feedback Board
Key Screens & Features:
Manage Portfolio
Home page provides an overview of the user's portfolio and assets. This functionality includes the ability for users to see how their product is currently set up. Users can sort and filter and then take actions (ex: change, export) as needed. Users will be able search parameters with a never-before-seen granularity, and in one spot, instead of multiple applications or pages.
Key Screens & Features:
Manage Requests
Users can initiate a new request and track and manage their existing requests. These can be in-progress projects, or historical view of previously completed changes.
Both customers and internal support teams will use the same components, with internal teams having more features available. Customer users will only see and be able to take actions on the company IDs and interbank card association they have access to. Internal teams will typically have broader cross-company permissions.
Design System
I managed the project’s design component library using Mastercard’s Adaptive Design Ecosystem (MADE) and provided guidelines and specifications for our development team.
Challenges
The biggest challenge we faced throughout this project was the limited time and resources for usability testing. Our design team invested in building research capability, gathering as much information as we could by asking questions, interviewing stakeholders, and setting up weekly brainstorming and design sessions with the product team. The scope of the project was also constantly changing, and we had to adapt to those changes while also balancing moving forward with designs.