Overview
The ROPay Admin application was developed for an automotive dealership to streamline the management of online payments and digital Repair Orders (ROs). As the UX Designer, I led the initial design process over a four-month period, collaborating with a cross-functional team that included a UI designer, developers, CTO, and company stakeholders. The project aimed to create a user-friendly desktop application that would reduce manual paperwork and enhance the efficiency of the dealership's service department. Key tools used in this project included Figma for wireframing and prototyping, Jira for product management, and Confluence for technical documentation.
My Roles
• UX Design
• Process Documentation
• Process Documentation
Challenges / Problem
The dealership needed a centralized admin tool to efficiently manage incoming online payments and digitize the processing of Repair Orders.
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Hypothesis
By implementing a complete online system to manage customer payments and repair orders, the need for physical paperwork will be significantly reduced. An easy-to-use admin tool will streamline the transaction process, enabling customers to complete their transactions more quickly and efficiently, which, in turn, is expected to lead to increased company revenue and improved customer satisfaction.
Solution
We developed a desktop application that enabled service department staff to funnel and manage online payments and upload Repair Orders for digital customer sign-off. This solution reduced physical paperwork, streamlined the transaction process, and improved customer satisfaction. Early feedback indicated a reduction in transaction processing time, contributing to smoother service operations.
Research and Design Process
The design process began with thorough research, including stakeholder interviews and competitive analysis, to understand the specific needs of the dealership. User journeys were created to map out the user experience, identifying pain points in the existing system. Wireframes and prototypes were iteratively developed, focusing on creating an intuitive interface that simplified the management of online payments and Repair Orders.
Methods
• Research and competitive analysis
• Technical documentation
• Wireframe and prototype
• Technical documentation
• Wireframe and prototype
Wireframe / Prototype
Iteration and Final Designs
The design evolved through several iterations, starting with low-fidelity wireframes and progressing to high-fidelity prototypes. Visuals of these iterations highlighted the transition from basic layout concepts to a polished, user-friendly interface. Each iteration incorporated feedback from usability testing, leading to a final design that was both functional and aesthetically pleasing.
Conclusions and Key Takeaways
This project reinforced the importance of user-centered design in creating tools that meet the specific needs of end users. I learned valuable lessons in stakeholder collaboration, iterative design, and the impact of usability testing on refining user interfaces. The successful implementation of the ROPay Admin application not only improved service department operations but also enhanced my ability to design effective, user-focused solutions.
