Overview
Background
Problem
Solution
Role
I was the sole product designer diagnosing the cause of the problems, defining the internal processes and that needed to change and the features that were expected on the platform, iterating on and polishing the pages so that they helped developers understand their revenue and interact with their customers, and collaborating with engineering on delivering high-quality working web apps.
Team
I worked with a Product Manager, Director of Design, and several front-end and back-end engineers to deliver this redesign. I also collaborated with stakeholders from our billing department to understand and work to improve our billing system processes for merchants, developers, and internally.
Process
Heuristic Evaluation
I reviewed the transaction screens for existing developers to determine that the current number of transaction types were insufficient to describe the billing events that were taking place, and the transactions statuses were unclear and added to the cognitive load for developers.
Mental Model Definition
I lead a collaborative workshop to simplify the charge state flow, use terms that succinctly described the state of the charge, and ensure that the charges flowed in one direction to Deposited.
Transaction Nesting Exploration
One approach I explored was an atomic, molecular, and organism structure of presenting information about transactions. I noted what was the important information at the transaction level and how it could be summarized as the user zoomed out to events, collections of events, and statements.
Cross-Functional Research Workshops
Conducting collaborative workshops helped align stakeholders on Billing Infrastructure and Internal teams (and stakeholders within our parent org) on charge types and states requirements and helped build buy-in and trust for the final designs and handoff.
