Nexxo
Crafting a Qatar-compliant, robust UX/UI design for a payroll application for small merchants
OVERVIEW
Nexxo Ventures stands at the forefront of fostering innovation within the fintech sector, dedicating resources to nurture, finance, and support fintech enterprises poised for significant impact. Our mission is to empower entrepreneurs and business owners by providing them with the necessary tools and insights to turn their ambitions into reality.
Before & After
Elevating from a basic tool to a comprehensive product experience
CHALLENGES
Despite having a fully integrated digital portal for payroll, the rate of customers calling the call center for transactional queries remained high, becoming a bottleneck to scaling the customer base.
STRATEGY
To address the challenge of high call volumes to the customer support centre, our UX design team embarked on a comprehensive strategy that involved an in-depth operational workshop aimed at dissecting and understanding the nature of customer queries.
UX Design & Approach
The approach was methodical and collaborative:
01
Workshop and meetings:
Conducted workshops with product and ops teams to analyze customer call data, uncovering key patterns and insights that informed our design strategy.The primary objective was to delve into the specifics of the calls received from customers.
02
Analysis and categorization:
We meticulously categorized customer queries into distinct groups. This classification enabled us to identify patterns and commonalities in the issues raised by customers, providing a clearer picture of the challenges they faced while using the digital payroll portal.
03
Identifying black box processes:
Our analysis uncovered key ‘black box’ stages in the customer journey where users lacked visibility into critical transactional and compliance information. This gap in transparency significantly contributed to higher support calls as customers sought clarity.
04
Enhancing information accessibility:
Using these insights, we redesigned the portal to make critical information easily accessible to employers, reducing dependency on customer support and streamlining access to transactional and compliance data.
SOLUTIONS
This solution was not merely about adding new features to the existing system but about rethinking how information was presented and accessed by users. By placing a strong emphasis on user experience and the intuitive presentation of complex data, we sought to empower users, enhance their confidence in using the digital portal, and ultimately reduce the operational load on customer support teams.
UX Design & UI Deliverables
As part of our design solution, we developed low-fidelity wireframes to test and validate our design concepts. Our team designed a payroll app that enables end-users to efficiently manage and track employees' documents, payments, and recharges. Additionally, the app allows customers to process employee payments, create time logs, monitor recharge receipts, and check eligibility for payments and cards.
IMPACT
The business and operations teams expressed satisfaction with the new workflows we developed. Although the exact percentage of call reduction remains unknown to us, the positive feedback from the teams indicates a successful implementation.
"They maintain an effective workflow and a successful collaboration."
Ungrammary has a reputation for its approach. Their immersive POS and payroll portal designs have been released and are under development. Internal stakeholders are happy with their work. They maintain an effective workflow and a successful collaboration.
Gunnar Skoog
Chief Operating Officer
