2023: BigTime Wallet Redesign
Background
BigTime Software’s Wallet feature is a payment processing and invoice creation platform that integrates with common accounting systems. As BigTime’s Senior UX Designer, I redesigned the Wallet application experience with the following goals in mind:
improve users’ ability to complete the Wallet application form with little or no assistance from a support team member
add new form fields
update requirements for completion
outline next steps for users
design an application for Canadian members
Research
Because there was a tight deadline, I spoke with internal stakeholders, including account managers and support team members for insight into clients’ challenges with the previous experience. I reviewed open help desk tickets logging common complaints. Product management and senior leadership weighed in heavily on the final experience.
Design
The Challenges
Being limited to design in a small frame on the screen due to integrations embedded in the platform
Lack of feedback from users
New design elements were introduced with this redesign:
a status bar tracking completion
an accordion design so that users could expand and collapse large sections of information
a step-by-step design that users could navigate more easily.
Below are screenshots of the BigTime Wallet before the redesign:
Below are screenshots of the BigTime Wallet after the redesign:
Tools
I designed wireframes and a clickable prototype using Figma. Check out some of my designs and process in Figma.
Results
Overall, it was reported by support team member and product management that the number of support requests and customers requiring assistance to complete the application form decreased significantly after the redesign. This saved time for account managers and support team. There were more successful form applications, and more satisfied customers, and an increase in the adoption of this paid feature.
