Project Summary
Role
UX/UI Designer, UX Researcher
October 2023 - November 2023
Project Goal
Sites USA is a Saas company that asked potential and current users to call every year to renew.
The goal of this project was to introduce a payment portal and license manager for users to enter a payment method, a cancelation reason, and to include room for more account changes in future development.
Background
Sites USA is a small software company of 25 in Chandler, AZ offering GIS and demographic software to commercial real estate professionals. The software, REGIS online, has a total of 10 tools, and even more features all in one place.
As the only UX designer and researcher, I completed the following for the Account Manager:
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Consulted research from 10+ active users, determining workflows, industry knowledge, and tasks.
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Designed low and high-fidelity wireframes; Presented several design concepts and iterations to Development, Sales, Marketing, and Leadership teams until consensus was reached.
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Assisted with research to determine user acceptance and perception of new payment process.
Meet Account Manager
Research
After conducting research with over 20 users, I was able to determine two different user types for REGIS Online. Because this project affects payment, I will be considering both persona types.
This user type typically has short deadlines, lots of clients to please, and is very knowledgeable about their industry and the commercial real estate in their given market. This user type needs REGIS Online to compile lots of different types of data for their clients.
Process
This project has a short turnaround timeline because we were getting close to the busy time of the year. I had about 2 weeks to research and design this project from scratch.
Due to the limited timeframe, I was unable to talk to users, but relied on what I knew about our users - for example, the Map-Maker Maggie persona is familiar with Adobe Creative Cloud - so I considered the process of setting up an Adobe account and how users interact with their portal.
I began with a Task Analysis and then mapped out the basic shapes and steps of the process to begin designing.
Initial
Design
Low-fidelity wireframes are a great place to start when building from scratch, but a design language needs to be followed from related products. Here, I attempt to mimic the side bar from REGIS Online in the portal.
Once a basic wireframe is established and all the needed data was confirmed, I could begin diving into wireframes for associated pages, like the one pictured above.
This page allows users to input payment information for auto-renewal every year on their renewal date, so they don't need to call their sales rep on the correct date to renew their licenses.
Final
Design
Users can access all account information directly in the portal, from payment methods to cancellation.
For payment, users are able to enter a credit card or bank account (ACH) to fulfill the payment method.
Users are also able to cancel their annual subscription before it auto-renews by selecting a reason and writing a short paragraph to let us know why.
This was a highly requested feature from the Sales team, because they would often get "ghosted" by users when they had to call to renew their subscription and we had no data on why users cancelled.
the Account Manager was released in December of 2023, and reached 75% usage by March of 2024. Sites USA also allows payment by check, which makes up about 10% of payments across the company.
Only 6 users have canceled through the portal, this data has been helpful to assist decisions for Sales.
