Tap, Scan, and Sell with MyPay – The affordable, POS-Free payment solution for businesses.

With MyPay, small business owners can say goodbye to bulky POS systems and high fees. Effortlessly manage transactions with tap-to-pay and QR code options, and track inventory in real-time.

👋 CONTEXT ABOUT THE PROJECT

Introduction

About the project

MyPay is designed to support the over 1.2 million small businesses in Canada. Our mission is to help small business owners run their businesses smoothly and affordably, providing them with the tools they need to thrive.

My role

  • My role: UI/UX Designer and Researcher

My contributions

  • Created clickable prototypes for concept and usability testing.

  • Conducted screening surveys and user interviews.

  • Used research methods such as personas, affinity mapping, storyboards and jobs to be done.

Tools Used

  • Figma, FigJam, Google Docs, Google Slides

Timeline

  • November 2023 - December 2023 (6 weeks)

🤔 DESIGN QUESTION

How might we help small business owners simplify payment processing so that they can run their businesses more efficently?

RESEARCH - INSIGHT INTO THE PROBLEM

User Problem

I conducted research with small business owners to understand their payment processing and inventory management challenges and identified three main pain points using research methodologies.

TOP 5 Insights from research

  1. Payment Processing Challenges: Small business owners often face difficulties with current payment systems, such as high transaction fees and unreliable hardware.

  2. Inventory Management Issues: Keeping track of inventory in real-time, especially during busy sales periods or pop-up events, is a common struggle.

  3. Cost Concerns: Many small business owners find existing POS systems too expensive and bulky, impacting their profit margins and operational efficiency.

  4. Customer Convenience: Ensuring a seamless and quick transaction process is crucial for customer satisfaction.

  5. Tech Integration: Business owners need a system that integrates well with their existing digital platforms like e-commerce sites to streamline operations.

Research Methods

Define user's problems

I identified 3 main issues in payment processing and inventory management for small business owners using research data: transaction reliability, inventory synchronization, and cost efficiency.

Transaction Reliability

Small business owners often face issues with payment systems that are unreliable, leading to delays and customer dissatisfaction.

Inventory Synchronization

Managing inventory across multiple sales channels is a significant challenge.

Cost Efficiency

Existing POS systems and payment processing solutions are often too expensive for small business owners, cutting into their profit margins.

Setting Design Principles

After identifying the key problems faced by small business owners, I established design principles and requirements for the design solution to adhere to:

Reliable and Trustworthy Transactions:

The design should offer a secure, seamless payment process with minimal downtime across all environments, including offline and online platforms. This reliability builds trust with both business owners and their customers.

Real-Time Inventory Synchronization:

The design should ensure real-time inventory updates across multiple channels to prevent over-selling and stockouts. This helps business owners manage inventory efficiently and keep customers informed.

Cost-Efficiency:

The design should be cost-effective, offering essential functionalities without high costs. Use mobile devices and QR codes to eliminate the need for expensive hardware, ensuring an affordable pricing model.

Jobs to be done

After examining user unmet needs, I created JTBD statements using research insights and the JTBD canvas.

As a small business owner, I want to

simplify payment processing and manage inventory efficiently

so that

I can run my business smoothly and affordably, ensuring customer satisfaction and optimizing my operations.

KEY OUTCOMES

  • Improve transaction reliability and customer trust

  • Maintain accurate inventory levels and enhance stock management

  • Lower operational costs and increase overall profitability

✨ THE END-TO-END EXPERIENCE ✨

Prototype

✏️ Process

WIREFRAMES + USABILITY TESTING

After creating a mid-fidelity wireframe prototype from low-fidelity wireframe sketches, I conducted 5 usability tests. Here I learned what landed and what didn’t. With the feedback and input from participants, I reiterated and created the customer’s perspective when paying.

SOLUTION

Payment Method

QR code payment: Customer’s View

How can we create a cost-effective and accessible payment system that eliminates the need for an additional POS system device?

Solution:

  • Use of Tap-to-Pay technology

How can we support users who do not have Tap-to-Pay capabilities on their phones?

Solution:

  • Implement QR code payments as an alternative method.

  • Provide a web-based payment portal linked to the MyPay app for transactions.

Tap-to-Pay: Customer’s View

Risks & Mitigations

Security

Risk: The app could be vulnerable to hacking attempts, leading to potential data breaches and loss of sensitive customer information.

Mitigation: Implement robust security measures such as end-to-end encryption, regular security audits, and secure authentication methods (e.g., two-factor authentication) to protect user data.

Payment Failures

Risk: Transactions could fail due to connectivity issues, causing frustration for both sellers and customers.

Mitigation: Develop an offline mode for the app where transactions can be queued and processed once the connection is restored. Additionally, provide clear instructions and support for troubleshooting common connectivity issues.

User Adoption

Risk: Small business owners might be reluctant to adopt new technology, especially if they are accustomed to traditional POS systems.

Mitigation: Offer comprehensive onboarding and support, including step-by-step tutorials, user guides, and dedicated customer support. Provide incentives for early adopters, such as discounted transaction fees for the first few months.

🎁 PROJECT WRAP-UP

Key Takeaways and Reflections

Emphasis on Security

Prioritizing robust security measures from the start is crucial. By implementing end-to-end encryption and secure authentication methods, we ensure user data protection, which is fundamental to building trust with our users.

Importance of Flexibility

Flexibility in transaction methods, such as offering both tap-to-pay and QR code options, addresses diverse user needs and enhances accessibility. This adaptability is key to providing a seamless payment experience for both tech-savvy users and those less familiar with digital transactions.

Prototyping and User Testing

Prototyping early and often is essential for refining the design. Early user feedback allows for quick iterations and improvements, ensuring that the final product effectively meets user needs and expectations.