Make It Clear, Fast & Easy

A New Start for a Windows-based Desktop Application

Naaja King
Aug 23, 2015 · 5 min read

Project Overview

CellSmart POS was designed by store owners and users appreciate how “closely it matches the day-to-day activities of a cellphone stores.” The customer base has grown to +1,000 stores primarily through word of mouth.

Discover

The project began with the research.

Contextual Inquiries: We visited 4 different stores to learn how a typical mom-and-pop cellular store operates.
Screenshots from the desktop version for paying a bill, the home page dashboard, new product.
  • Found it difficult to navigate back to the dashboard
  • Disoriented by the excessive amount of buttons and tabs
  • Was overwhelmed by the amount of information on the screen
  • Found some buttons misleading or confusing

Define

The next step was to synthesis our findings to determine what was most important to the user, and what was most relevant to the business goals, such as reducing customer calls to tech support.

Develop

We made a plan for how we could make the product more user friendly.

Deliver

We were able to streamline the Payment Process workflow. Decreasing it by 8–10 clicks/actions (depending on whether the user was already in the system or not), and by 4 pages/pop-ups.

The light blue actions and pages indicate steps that were combined or eliminated in the process.
User did not see the calls to action for printing the receipt when they were placed under the receipt. They were looking for the calls to action in their activity area in the center of the page.
Users did find the space to enter the confirmation number. More visual emphasis was placed on the call to action and the title of the field was changed to include multiple verbiage used on multiple external carrier payment portals.
An additional button to add multiple unique IMEI numbers for products that require individual numeric identifiers, while using the same product descriptions.

Next Steps

  • Further usability testing with additional users
    Conduct usability tests on additional features and user flows once designed
  • Consider which types of data can be accessed by all users vs. which should be limited to specific users and/ or locations
    This is an option that will be more feasible to explore once the browser based system is deployed
  • Explore different options for responsive layout
    Conduct user research to identify needs specific to mobile platform