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

Deepak Aggarwal, Team Lead

Hafsa Ghani, UX Writer

Shaimaa Shehata, Product Manager

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.

01. 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

Ticket discribtion field

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

02. 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.

Main futures

Quick filter

Chat suppot

Edit future

Search future

Merge future

User profile

Dark mode

Schedule tickets

Delete tickets

Assign tickets

Change status

Analyzing the user journey for the selected three applications

Time to build our own app

First, we want to understand the user and their needs by crafting detailed personas

User persona

Ahmed Salah

30 / Sales Agent (Ticket Creator)

Goals

Resolve customer issues quickly and efficiently.

Manage multiple tickets without switching between platforms.

Minimize errors and manual work to focus on solving problems.

Challenges

Frequent switching between different platforms slows down his workflow.

Lack of key ticket management features like Edit and Merge leads to delays.

let’s sort the main features

We prioritize these features because sales agents who create tickets have access to specific functionalities, while other actions are restricted to different team members.

Must have

Quick filter

Chat suppot

Edit future

Search future

Merge future

Won’t have

Dashboard

Schedule tickets

Delete tickets

Assign tickets

Change status

The story behind Edit and Merge features

Through collaboration with the product manager, we identified two critical gaps in the old system—Edit and Merge functionalities—leading to inefficiencies and frustration for sales agents:

Edit Feature: Agents previously had to recreate tickets to correct mistakes, resulting in redundant work and confusion. Introducing the Edit feature improves accuracy and saves time.

Merge Feature: Agents often dealt with multiple tickets for the same issue. The merge functionality simplifies this process by merging related tickets, enabling faster issue resolution.

03. Prototype

Lo-Fi Wireframing

Lo-Fi-Wireframing

I created multiple wireframe iterations for testing and feedback.

Implementing 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.

05. 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.

Research questions

1- Walk me through a day of a sales agent's life using a ticketing system

2- What are your roles and responsibilities when managing merchant problems?

3- How much do you add tickets by yourself , and how many do you get ? Please give me a few examples from the last couple of weeks

4- How do you handle tickets?

5- What is the estimated response time for ticket?

6- If a merchant's issue recurs, will you use the same ticket or create a new one?

1. Walk me through a day of a sales agent's life using a ticketing system

2. What are your roles and responsibilities when managing merchant problems?

3. How much do you add tickets by yourself, and how many do you get? Please give me a few examples from the last couple of weeks

4. How do you handle tickets?

5. What is the estimated response time for a ticket?

6. If a merchant's issue recurs, will you use the same ticket or create a new one?

1- Walk me through a day of a sales agent's life using a ticketing system

2- What are your roles and responsibilities when managing merchant problems?

3- How much do you add tickets by yourself , and how many do you get ? Please give me a few examples from the last couple of weeks

4- How do you handle tickets?

5- What is the estimated response time for ticket?

6- If a merchant's issue recurs, will you use the same ticket or create a new one?

What we did

Dates

23th - 26th September 2024

Participants

Nine sales agents

How

meeting on teams

Participants provided valuable feedback, revealing key insights about their daily workflows

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

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Problem

Discover

Prototype

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Results

Problem

Discover

Prototype

Testing

Results