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Sellers app

POS Mobile POS Mobile

Brand: Liverpool
Role: UX Lead
Typer of user: B2B
Tools: Sketch, Invision, Adobe Suite

It was my first big project, where I had to make workshops and have difficult discussions with multi-discipline stakeholders, define MVP, and prioritize features and tools.

The problem

- Only 10% of sellers per store use Mobile POS.

- The sellers don't use the app because they feel more complicated than the static POS.

- Verbatims: "It's very complicated to make common operations like devolutions, online sales, and cancelations, I prefer to use something I already know"

The Challenge

- Evaluate why the Mobile POS was built that way.

- Talk with the stakeholders and understand the business needs with the Mobile POS.

- Increase the use of the Mobile POS minimum to 20% of use.

- Take advantage of the moment of sale and offer products that can only be purchased online and sell them via Mobile POS.‚Äč

The Solution

Redesign the app with the design thinking methodology, to do it I divide the project into 6 steps:
- Empathy - Defination - Ideation - Prototyping - Testing - Analysis

We provide digital experience services to startups and small businesses. We help our clients succeed.

The Team

The team that worked hard in this project and cannot be possible without their support are:

- PO
- UX Lead
- UX Designer
- iOS Developers
- Android Developers
- POS Developers
- Back Developers

The Design Process

1. Empathy

- Conducting user interviews with sellers
- Observing sellers behavior with the app
- Immersing myself in the user's environment (stores)
- Creating empathy maps and personas

2. Definition

- Analyzing my observations and synthesizing them to define the core problems I have identified.

- Creating a problem statement in a human-centered way:

"[Sellers] needs a way to [make sells, returns and cancellations] fluently and natively because [the actual POS Mobile] is just a copycat version of the static POS."

3. Ideation

- Brainstorming
- Journey Maps
- Wireframing
- Low level designs

4. Prototyping

At this point of the process stakeholders and the team was exiting for our first testing to get some insights about our work, this encourage us to continue with the project.

- Design a high-level version of the app.
- Using rapid prototyping tools (Invision).

5. Testing

We release a preview version in two stores where we attended to make onboarding for the sellers to the new app and encourage them to give all the possible feedback in a respectful environment.

- Get feedback for the user.
- Prioritize the feedback to modify the design or leave it for the next release.

5. Release & Analysis

After working on the development for almost 3-4 months, we release the new app version to the physical stores where UX designers support the sellers, collecting feedback and observing the behavior of sellers with the app.

- The process continues with improvements and the evolution of the app.

- The company and stakeholders get their expectations covered.

We provide digital experience services to startups and small businesses. We help our clients succeed.

What i learn?

Being the lawyer of the users it's always tough, but having insights and data that support their needs always make it easy.

What should I do differently?

I would love to have more one-on-one connection with the users leaving them being part of the design process having one or two sellers in the design process would make it more dynamic.

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