My Framer Site

why carry a heavy toolbox when we could create a single compact multi-tool for technicians

Think of it this way

Designing a Centralized B2B Platform for Seamless Onboarding and User Workflows

Overview

During my internship at KioSoft, a company that provides smart payment solutions for self-service industries like laundry and vending, I led the end-to-end development of KioMax. This platform was built to simplify technician workflows by merging two existing mobile apps. Previously, the kiosk onboarding and installation process was overly complex, leading to higher drop-off rates and deterring potential business clients.

User Research

Wireframing

Prototyping

Usability Testing

UX Designer (me)

Product Manager

Developers

Sep 2024 - Dec 2024

4 month Internship

By consolidating key functionalities into a cohesive flow, I improved efficiency, increasing customer satisfaction by 18% and reducing drop-off rates by 12%. User testing revealed 75% of technicians reported faster task completion without switching between multiple apps.

Context

Role

Team

Timeline

Impact

Problem Space

Current flow

KLM focuses on the Installation processes with other necessary features in CleanOperator, the dispersed functions between apps stagnant efficiency for technician operations and confusing onboarding processes for businesses new to our services

Research

Secondary

I analyzed some of our competitors and found areas for improvement regarding the homepages and analytics displayed/ efficient machine status and performance overviews

Primary

Based on interviews with our users and product teams for analytics, i analyzed overlaps of mentioned pain points with our user journey map. Major patterns existed in the installation processes, specifically when setting up readers and profiles

Key Takeaways

From both research insights, some of the major pain points and frustrations focused on

I merged key installation features from KLM and management functions from CleanOperator into a unified user flow, split into 8 phases for design and development. This approach ensured minimal task switching and overlapping tasks, making it easier for technicians to transition between installation/deployment and management tasks.

Initial prototypes

I began wireframing and prototyping KioMax phase by phase, with feedback from product and engineering teams in weekly design review discussions

While designing mid-fidelity prototypes for each phase, i led user testing sessions, I conducted moderated usability testing and task based testing. I was able to have developers who work closely with our users and technicians to navigate through common tasks, identifying edge cases to further consider.

User testing results played a key role in shaping the following design decisions

01.

Dashboard and Location Selector

limited options for categories outside vending and laundry

Integrates loyalty programs, offering rewards for frequent usage

Caters primarily to vending machine operators

Provides detailed reporting tools, including sales tracking and machine performance

Real-time tracking of inventory in vending machines

Consumer friendly as the app allows bluetooth enabled connections to nearby machines

Lack of documentation and streamlined steps leading to inefficient set up

Constant manual proesses leading to error

Dependency on other apps (CCM and CleanOperator) to build profiles

Create comprehensive documentation for installation and deployment processes

Automate repetitive workflows/processes and saving profiles

Enable CCM profile builder features to minimize dispersed workflows

Create comprehensive documentation for installation and deployment processes

Automate repetitive workflows/processes and saving profiles

Enable profile builder features within KioMax to minimize dispersed workflows

Solutions

Pain Points

Ideation

Secondary

Design Decisions

User testing

Initially, users had to confirm their location after starting the reader setup, with no option to switch locations from the room view.

This allows users to quickly select a location, view rooms under it, and easily switch between locations when searching for reports

I created a new homepage dashboard to manage machines from location level, with a location dropdown

02.

I implemented a progress indicator during the profile creation process, allowing users to clearly see which step they are on.

I also simplified the past profile view by condensing key information into easy-to-scan cards. this helps technicians quickly review necessary details before proceeding with reader installation to improve efficiency.

Progress Indicator and Simplified Profile

Enhanced Report Pages

The new layout helps users quickly assess performance and make informed decisions during deployment.

I added a graph that breaks down percentages and distributions by category.

The previous report pages lacked visuals and clear distribution information, making it harder to track performance across categories like mobile and kiosk.

03.

Before

After

Reflecting on KioMax

Takeaways

Identifying edge cases through testing

Through observing real world interactions, identified scenarios such as unexpected user inputs during profile set up that were not initially accounted for. addressing these edge cases after testing ensured a smoother pass off

Cross-functional Collaboration

I received weekly feedback from product teams, gaining valuable insights that informed design iterations. Their input was central in ensuring the designs aligned with project goals and exceeded expectations

Simplifying complex workflows

The challenge of merging functionalities from two apps was a great opportunity to challenge my problem solving skills by balancing functionality with usability

Whats next?

Due to time constraints, some features were prioritized over others during the design process. Next steps involve further testing and validation of lower-priority features to ensure they meet user needs effectively.

79%

of Users

96%

of Users

Reported incomplete profiles or created wrong profiles due to unclear documentation and UI

Need to rely on support when creating profiles and lack independence during setup and deployment processes