Overview
As Head of Product Design, I was brought in to enhance experience for credit card fintech startup Onmo.
My role encompassed overseeing the entire design strategy and ensuring that our digital products were aligned with both business objectives and user needs.
I led a team of designers, collaborating closely with product managers, engineers and marketing to deliver user-centred solutions for their financial products.
Key pillars of my role - in addition to hands-on design work - included:
● Design Strategy
● Design Processes
● Setup of Figma Design Libraries
● Establishment of Testing Dept
Payment Dial
One piece of work I took a hands-on approach with was the Payment Dial. The company had previously implemented a form-based payment interface, but it wasn’t testing well with users.
The challenge was to differentiate our product, creating a more engaging and user-friendly experience while maintaining some of the core functionality that users appreciated.
The goal was to introduce a fresh and innovative dial interface that retained the back-end mechanics of the existing model but offered a distinct visual and interactive identity aligned with the brand’s unique value proposition.
Challenges & Considerations
Context
The credit card payment dial was crucial for online payments, letting users select payoff amounts. Previously outdated and unintuitive, it caused confusion, especially for less tech-savvy users. Improving it would hopefully enhance the experience, reduce errors, and streamline payments.
Objective
The main objective of this redesign was to improve the usability and accessibility of the payment dial, ensuring that customers could easily understand and interact with it to make their payments. We wanted to ensure that the updated design would be intuitive, responsive, and visually aligned with the rest of the platform.
My Role in the Task
As Head of Product Design, I led the redesign of the payment dial mechanism from concept through to final implementation. This involved:
1. Research and Insights:
I began by analysing user feedback, overseeing and conducting user interviews, and reviewing customer service logs with my team - in order to understand where users were encountering pain points. I also worked with the analytics team to identify any usability trends or common mistakes.
Additionally, I coordinated my team’s competitor benchmarking efforts to explore how other credit card providers handled similar user interfaces and gather best practices.
2. Concept Development:
I initiated the brainstorming phase with my team, where we sketched and prototyped multiple concepts for the new dial mechanism.
During this phase, we prioritised clarity, ease of use, and accessibility whilst also ensuring that the new dial system would work seamlessly across devices.
3. User Testing and Iteration:
After developing the initial prototypes in Figma, I arranged moderated and unmoderated usability testing sessions with a diverse group of users. This included users with varying levels of digital literacy, ensuring that we addressed all potential challenges.
Based on the insights from these sessions we iterated on the design, for example, adding larger touch targets. I also simplified the visual language, and made sure the dial was more visually distinct to help users quickly understand how to interact with it.
4. Final Design Implementation:
Once the final design was approved, I worked closely with the engineering team to ensure a smooth handover. This involved refining the Figma design library to include the new dial component and guiding the development team on implementing it as per the design specifications.
I also led the QA process to ensure that the final product met all our usability standards.
Outcome and Impact
The redesigned payment dial mechanism was a significant success, both in terms of user satisfaction and business outcomes.
● Usability Improvement: Almost 90% of users reported that they found the new dial interface easier to understand and use, with many of them commenting on how intuitive and accessible the system felt.
● Reduced Errors: There was a 30% reduction in the number of users making errors when selecting their payment amounts, leading to fewer customer support queries related to the payment process.
● Increased Engagement: We also saw an increase in the frequency of payments made through the platform, as users felt more confident in using the updated mechanism.
The redesign of the credit card payment dial mechanism was a prime example of how a well-executed user-centred design process can directly improve customer experience and lead to tangible business results.
