Copay System

Simple Banking Rewarding System

Monitoring system for crypto-mining devices. The system allows to monitor the status of devices and manage them from anywhere in the world.

My role

Copay Bank

Deliverables

Visual Design UI & UX Design

Timeline

Banking

Team

1 Ui/Ux Designer
1 Business Analyst
3 Quality Engineers
5 Developers

Problem

Customer support managers were receiving many requests from users with questions and problems that they could solve with the product. Users were reluctant to use the platform.

Goal

Reduce the load on the support service and improve the user experience of the interface.

Results

• the number of support requests has been reduced by 20%
• reorganized the indicators in the table
• improved filtering
• notifications were created within the product with forwarding to Telegram
• increased interface accessibility on mobile devices

My design approach

I had to understand the user goals and needs, take note of the user journey, uncover pain points with the existing product, and areas that could be improved so that users could independently and easily solve their problems and manage devices.

Research and discovery

Initially, the team had already conducted quantitative research, but it was insufficient and lacked a deeper understanding of user needs.

To better understand the pain points and needs of users, I decided to conduct in-depth interviews.

I interviewed 5 users for 1 hour each, asked about their experience using the product, and found interesting insights

Analysis of the obtained information to identify key insights and patterns of user behavior.

VPC helps focus on the real needs of users, which allows you to create more relevant solutions. This tool has become the key to creating features that are truly important and useful to users.

User personas help to better understand the user, which simplifies decision-making at all stages of product development and makes the product more user-focused. In my project, the target group was narrow, so I created only one user persona and this helped to focus on solving real problems.

User personas help to better understand the user, which simplifies decision-making at all stages of product development and makes the product more user-focused. In my project, the target group was narrow, so I created only one user persona and this helped to focus on solving real problems.

Prioritization

I chose the ICE score to prioritize ideas. This model is very convenient and fast for evaluating ideas. My colleagues and I discussed and filled out the table. After which I identified priority ideas for further development.

Feature 1

Payment schedule

This feature will help users analyze the maintenance costs of their devices.

Feature 2

Restructuring data in the table

It was more convenient for users to use the serial number in their tasks and wanted to see historical data on the performance of each device

Feature 3

Tips for using the interface effectively

Hints allow to quickly adapt new users in a loaded interface full of a lot of information. And also remind old users about forgotten features.

Feature 4

Notifications

Notifications will allow users to see all the activity of their devices

Feature 5

Top pools by profitability

Users can quickly switch between the best pools by profitability, thus optimizing their profits

Conclusion

Working on these features was a big challenge for me. I was conducting my first interviews in my life, it was a very nerve-wracking and at the same time amazing experience. It allowed me to look at product development and how users use the product interface in a completely different light.

Our goal was achieved. Requests to the support department decreased, we received a lot of positive feedback from customers.

Working on these features was a big challenge for me. I was conducting my first interviews in my life, it was a very nerve-wracking and at the same time amazing experience. It allowed me to look at product development and how users use the product interface in a completely different light.