Agency Owners
Agency owners who use the product in their shop/agency and hire agents to operate the product within the shop/agency
- - Manage agents
- - Better reporting
- - Increase sales and have more services
Riad
Step inside a Lightric Motors vehicle and experience the perfect fusion of luxury and efficiency. Our interiors are meticulously crafted with premium materials and cutting-edge technology to create driving experience.
- CLIENT M2T
- YEAR 2020/2021
- CATEGORY Ui/Ux Design
Problem Statement
Given the competition and technology advancement, Maroc Traitement de Transactions (M2T) opted to make a new version of their existing web solution POS (point of sell) that is being used by +5k agencies & partners across the country. Along with these challenges, there are also other key factors and difficulties:
- - Hard to implement new features or services
- - Poor user experience & interface
- - Bad performance and slow process
- - Clients spend too much time at the store to do a simple transaction
- - Some users go to competitors
Objectives & Goals
- - Robust web solution and scalable to adopt new services and features
(E-service, POS, payment core…) - - Improve competition and reach more users (B2B)
- - Increase daily conversions and reduce client time at the store
Project context
Instead of working on the existing solution, we opted to create a new one from scratch, that will enable us to solve and freely approach each problem and provide the end user with a robust product.
Personas
Agency Agents
Agency agents (can also be Agency Owner) who use the product in order to provide proximity services to their clients, paying bills, money transfer, telecom services…
- - It is frustrating to use the application, especially doing everyday tasks require more time and navigation to achieve, also slow
- - Customers have a long waiting time, some get frustrated and leave
- - Sometimes I don’t know if the service is down until I proceed with payment and get an error
Clients (Indirect User Target)
Clients who go to the shop/agency and do transactions, monthly payments…
- - Whenever I need to do a money transaction I have to provide my Identification
- - I should always pick an empty time to go since I may spend a lot of time waiting
Dashboard
Dynamic Dashboard
A modern dashboard with a new navigation, smart favorite section with search bar, fidelity section, kpis and stats section, advertising section
Navigation Bar Enhancements
- - Multi-Espace Service (ES) management with clickable options.
- - White-label branding featuring provider logos and color schemes.
- - Display of operational funds ("Plafond") with update notifications and direct navigation.
- - Cash management ("Caisse") visualization with daily updates.
- - Agent-specific dropdown for profile and logout functionalities.
Side Bar
- - Transitioned from a web-like navigation to a collapsible drawer.
- - Simplified and reorganized menu for better accessibility and user orientation.
Fidelity Section
- - Replaced the older Services Status with a streamlined view to highlight service availability without real-time pinging.
Favorites Section
- - Enhanced search functionality across all services.
- - Displays frequently used and favorite services for quick access.
KPIs & Stats Section
- - Quick reporting tools for revenue, filtered by months and main services.
Bills payment
Bill Payment Process Redesign
The bill payment process has been overhauled with a new, user-centric interface, featuring a structured layout that displays three main sections
Service Forms
Each service form is now accompanied by an image, clearly indicating to users which service they are interacting with.
Cart
Based on agent feedback and a thorough user experience audit, we recognized the inefficiencies in the previous system. For instance, agents managing family bills—covering multiple phones and utilities—previously had to search, select, and checkout each bill individually. This process was time-consuming and repetitive. To streamline operations, we introduced a cart feature where agents can add multiple bills for the same client. This cart includes enhanced functionalities such as an information tooltip, the ability to delete items, a running total, and a simplified checkout page. Although limitations in service communication prevented the implementation of a bulk checkout feature, agents can now process all bills for the same service simultaneously on a single page.
Related Services/Bills
This section dynamically displays related services to prevent errors and save time. If an agent selects the wrong service, they can easily switch without needing to navigate back, thus speeding up the transaction process.
Bills Management
Upon submission of a service form, this section transforms to show all available unpaid bills, allowing agents to quickly select and add bills to the cart. This feature is designed to facilitate faster and more efficient bill processing, enhancing overall user satisfaction.
Money transfer
Money Transfer Process Improvement
The money transfer process was a significant challenge within our platform. Traditionally, every transaction required clients to present identification, and agents had to navigate a lengthy and cumbersome form-filling process, collecting extensive details about both sender and recipient. This procedure was mandatory even for repeat clients, leading to inefficiencies and client dissatisfaction. To address these issues and harmonize the user experience across different services, we have implemented a more streamlined approach
Enhanced User Interface
Following the structured approach used in the bill payment system, the money transfer section now offers a more intuitive and error-proof interface. This redesign helps prevent the common issue of agents entering incorrect data to expedite the process, which previously led some clients to seek alternative services due to the cumbersome requirements.
Client Accounts
We now allow for the creation of client accounts where agents need to enter the client's information just once. For subsequent transactions, agents can quickly retrieve a client's details using their identification number, dramatically reducing the time and effort involved in setting up new transfers.
Recipient Information Storage
Agents can now save recipient details, enabling faster and more efficient future transactions. This feature is especially beneficial for repeat transfers, such as clients who regularly send money to family members.
Project Overview and Additional Features
These sections are part of a suite of tools that work together to create a cohesive and efficient experience for both the platform's users and administrators. Each component has been carefully developed to ensure it meets the needs of a diverse user base while maintaining the highest standards of security and functionality.
This refined process not only enhances efficiency but also improves overall client satisfaction by reducing the repetitive burden of information provision and waiting times.
The updates to the money transfer and bill payment processes are just a part of the broader enhancements made across our platform. Besides these user-facing improvements, the project includes several other critical features that enhance the platform's functionality and user experience:
- Fidelity Account:
This feature is designed to foster user loyalty by tracking interactions and rewarding consistent usage, thus encouraging ongoing engagement with the platform. - Transaction History:
Provides users and administrators with a detailed view of past activities, helping them monitor and manage their transactions efficiently. This feature is crucial for auditing and compliance purposes. -
Caisse:
Manages the physical cash flow within agencies, crucial for daily operations. This system is closely integrated with other financial tracking tools on the platform to ensure accuracy and security. -
User Management:
Allows for comprehensive control over user roles and permissions, ensuring that different levels of access are maintained appropriately across the platform. This is key to safeguarding sensitive information and functionalities. -
Wallet:
A digital wallet feature supports secure financial transactions within the platform, providing users with a convenient way to manage their funds. - And other Services
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