Gabriela Ospina
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Chexology Web App

 

CHEXOLOGY WEB APP

Chexology’s mission is to eliminate the claim ticket. Their products seamlessly capture customer and product data, unlike the paper claim ticket. The web app was developed to monitor revenue, track customer habits, length of stay, and preferences to cater the need of their customers accordingly. 

I was the lead designer for this project working closely with full-stack engineers, and product owner.

 
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Designing the Application

Chexology was previously using Magento as the platform for users to manage their accounts. There were several problems tight to the use of the Magento platform. The main one was inaccurate reports, it also limited the addition of new features and had a complicated user interface that lowered the usage rate of the web app.

RESEARCH

To understand the essential features available through the Magento platform and with the help of Account Managers, I conducted various in-person interviews, reviewed different users’ behaviors of the web app according to the different roles (super admin, account manager, client) and determined the main needs of each. 

Working with a small team of in-house developers (2 full stack devs and an iOS dev) as well as the off-shore team managing the Magento platform, we started the transition process to get off Magento. 

The transition was split into two main categories: 
1. Restructure the user flow, for a more accurate and easier understanding of the reports. 
2. Allow for easier implementation of new features, for the business to grow. 

GOALS

The main report of the application was the Item Report, this report was split into two sections: 

The overview section
• Gave users an accurate count of the items being stored during a period of time
• Users were also able to see a snapshot of the different status in which the items were labeled in the system (open, closed, outstanding, disputed) 
• Users also had the ability to view revenue amounts by items, and review the number of opened and closed exchanges 

Item Report list
• Showed detailed information of each item registered in the system through the iOS native application
• Included the item type, tag number, patron’s last 6-digit of their phone number, time of the exchange, kiosk in which the exchange was initiated and status 

 
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NEW FEATURE RELEASE PROCESS

With the release of new features, I was responsible to inform our internal teams of the new changes, and provide them with the tools necessary to onboard and update their clients. Because of limited development resources, we couldn’t do a walk-through tutorial through the website. Therefore, I created a detailed user guide with all the features included in the application and how to navigate through them. 

We defined success of this document by: 
• Reducing the amount of times I had to explain the features available by 70% 
• Account managers spent less time on support calls with clients (40% fewer calls from client about web support) 
• On-boarding new clients was faster using the guide (reduced calls from 2 hours to 1) 
• New employees used this guide as a reference to learn about the product 

Data was collected using a google survey form sent-out to account managers. 

 
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MONITORING

After releasing the report to clients we wanted to track some key interactions, those included: 
• How many views were the reports receiving per day? 
• How long were the users active while using the reports? 
• Were they customizing the date range? If so, what were the most used ranges? 
• How often were they going into an item detail page? 
• How often were they closing all open items? Were they still calling account managers to perform this action for them? 
• Average number of open items when using the “close all open items” feature. 

While monitoring these items through google analytics, we also had weekly check-ups with key clients to discuss any unknown issues, desires/concerns. 

NEXT STEPS

By having complete control of the platform, faster implementations of new features in other sections of the web app were possible. Based on business goals and client needs, additional features for the web application were being scoped and developed. 

 
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DESIGN SYSTEM

As teams and products grow, it becomes increasingly difficult to stay in sync. Chexology's design system was created to ensure consistency by internal designers and engineers throughout the platform and the incorporation of new functionalities in the future.

 
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