Paymob Case Study

paymob

Ticketing system for sales agent

My Role

Product Designer , Visual Design, Rapid Prototyping, ux research

Timeline

June - Sep 2024

Tools

Figma

Team

Deepak Aggarwal, Team Lead

Hafsa Ghani, UX Writer

Shaimaa Shehata, Product Manager

Background

Paymob is a leading Egyptian fintech company offering digital payment solutions, including online payments, mobile wallets, and POS systems. It operates in Egypt, Saudi Arabia (KSA), the UAE, and Oman, supporting businesses across the Middle East. This summer, I interned there as a product designer. I started my project based on insights from their research interviews, following a clear process that included competitive analysis, design sprints, and testing to create a user-focused solution.

Problem

What’s the problem ?

Switching Between Multiple Platforms: Sales agents use Freshdesk Web to create tickets. However, they need to switch between multiple platforms to gather specific information before returning to Freshdesk to create tickets. This fragmented process hindered productivity and delayed ticket resolution times.

Goals

Streamline the sales agent's workflow by integrating a ticketing system directly into their existing mobile app, reducing resolution time

SOLUTION

Bring all tasks together in one app.

To solve the scattered workflow challenges of sales agents, I designed a ticketing system integrated directly into their mobile app, accessible from the navigation bar. This centralized system eliminates the need to switch between platforms, making tasks faster and easier.

The old web system lacked key features like quick filters, a merge function, and an edit feature. Based on user feedback, I added these capabilities to the new design, simplifying workflows and enabling agents to manage tickets more efficiently.

Never miss anything

Every detail is captured, enabling sales agents to quickly view the status of each ticket. Effortlessly search and filter tickets by status (open, rejected, closed, pending), streamlining the management and tracking of tasks.

Create ticket easily

No more cluttered forms, Our app is designed to keep all the required information in one place and provides ample space in the description field, making it seamless for sales agents to copy, paste, and share details efficiently.

Upload multiple attachment

Sales agents can upload multiple files simultaneously

Interactive communication

I designed the chat feature for seamless, real-time communication and added an edit function as sales agents receive many tickets throughout the day and mistakes can happen. This allows them to make corrections instead of creating a new one.

Merge tickets

Sales agents can save time by merging tickets that require the same solution

DISCOVER

General discovery

After understanding our problem and what we will do, it's important to explore the landscape of both direct and indirect competitors. This section focuses on discovering key ideas and features implemented by others in the market. By analyzing various apps, we can uncover innovative approaches and useful features.

Analyzing the user journey for the selected three top applications

Time to build our own app

Lo-Fi Wireframing

I created multiple wireframe iterations for testing and feedback.

Implementing feedback

After gathering stakeholder feedback, I enhanced the design for a better user experience.

Before

After

What i did

I repositioned the merge button to be visible, as requiring users to long-press on a ticket to enable the multi-select option makes it less intuitive and harder to discover, which could lead to difficulties in using the feature effectively.

User testing

User testing

I collaborated with the product manager to conduct user testing with nine sales agents. Although they interacted with the prototype, their insights were invaluable. We focused on the following research questions.

Workflow

“ First they take many requests from merchants and for every request there a tool for it ”

Volume of Tickets

"In one day, I can handle up to 20 tickets, sometimes struggling with ticket management."

Response Times

"It depends on the department; typically, it can take 10 minutes, but it may extend to an hour or more if approvals are needed."

06.Results

Through qualitative insights and user satisfaction ratings, we identified key performance indicators for success:

Conclusion

Measuring Success

Task Completion Rate: 90% of participants successfully completed the ticket creation task within the prototype, demonstrating its usability and clarity in design.

Satisfaction Ratings: Participants rated the overall user experience of the prototype an average of 4.5 out of 5, indicating a very positive reception of the design and its features, especially the edit and merge features, which were not present in their old system.

KPI: Reduced Ticket Creation Time by 25%, Streamlining Sales Agents' Workflow