ClientHub

“Transparency and efficiency in every order”

Design process behind ClientHub: a platform for managing and tracking On and Off ramp transactions.

About ClientHub

ClientHub was built for Koywe's “B2B” clients, so they can check the status of their orders and manage their transactions without having to verify through technical support.

Reduce the number of support tickets

I designed a platform to improve the communication channels Koywe's clients have with Customer Support, since generating too many tickets in the back office causes long response times. That's why we decided to create a system so clients can review their orders faster.

My role

I led product design (user experience (UX) and user interface (UI)). I also held several meetings with developers and stakeholders to gather constructive feedback and gain a broader vision of the product.

My tasks

• User Research: Understand the user's mindset, needs and perspectives.
• Problem definition: Plan the strategy based on the detected pain points.
• Structuring: Define the project goals and map the user flows.
• UX/UI Design: Create the information architecture, the wireframes and the visual interface.
• Prototyping: Develop the system's interactions and animations.

Work tools

Design process

Stakeholder interviews

The interview sample considered a total of 5 stakeholders: 4 men and 1 woman, aged between 30 and 55, from Chile, Argentina and Mexico. Each interview lasted approximately 30 minutes.

The questions asked were the following:

• What are the main goals you hope to achieve by creating the platform?
• What problems or difficulties do our clients currently face when managing their transactions?
• What features or functionalities would help them overcome these challenges?
• Do you know whether they have used similar platforms before?
• What are the most frequently repeated complaints?

Client interviews

For the interview sample we used a continuous Discovery process that considered a total of 10 clients from Hapi (our strongest client), of which 8 were men and 2 women, aged 30 to 48, from Mexico. Each interview lasted approximately 30 minutes.

The questions asked were the following:

• What is your role in the organization and which areas do you work in?
• What is your work routine like?
• What problems or difficulties do you currently face when managing transactions?
• How do you prefer to receive support and solve problems?
• What features do you value most in a transaction management platform?
• What functions or features do you consider essential to improve transaction management?
• How do you prefer to receive information or notifications about your transactions? (for example, email, in-app notifications, etc.)
• Have you used similar platforms before?
• What are your usual frustrations with the current system for reviewing transactions and orders?

Client insights

After analyzing the interviews and reviewing the data provided, the following results were obtained:

Concept

Create a platform so our clients can access information about their on-ramp and off-ramp orders much faster, allowing them to run more agile processes with their users and, in turn, reduce tickets in Koywe's back office (support).

What the platform includes

It's a platform with a tracking service for the On ramp and Off ramp orders that our clients' users usually make. It also allows changes to relevant data such as: updating banking information, uploading transfer receipts, learning in detail the types of user of each client, and generating reports for finance or accounting teams.

What a ClientHub client looks like

Structure and information architecture

The wireframes were designed to define the structure and information architecture, ensuring an intuitive experience for users.

User interface

Onboarding

Since the platform is made for users to run faster queries instead of going to support and dragging out their process, it's important that users can naturally understand this value proposition.

It's not only about reviewing orders and transactions, but about streamlining their processes so our clients can be more satisfied with the services provided.

Color

Taking the brand colors into account, they were selected for different attributes within the interface.

Typography

Since ClientHub's users will be Koywe's clients, the “Inter” typeface was chosen to give more legibility to each screen it adapts to.

Components

Testing with stakeholders

Different edge cases were run to detect whether there were functionalities that weren't added or were overlooked. Functional tests were also carried out with the animated screens so developers could guide themselves in the implementation of ClientHub.

Validation with Hapi clients

We decided to run tests with the animated Figma prototypes to speed up the feedback process. For validation, we chose to call Hapi's clients. In some cases, A/B tests were used to consider their opinion, which gave excellent results.

Now that this is done, launching the platform is only part of the process, since they must work iteratively on ClientHub to achieve better satisfaction for their clients.

Acknowledgements

I want to give a huge thank you to the Hapi collaborators for taking part in the different interviews.

Also to those who gave me feedback to improve the platform; Agustin Torres, Aldo Fabro, Francisco Jordan Cergnar, Sebastian Villanueva and Kenneth Peet.