B2B2C Payment Integration for SweatNow

There are two users: trainers and trainees. Trainers used different payment methods like PayPal, Venmo, and cash, which made it hard to track and refund payments when classes were canceled or moved, especially with four sessions a day and 25 trainees in each.

How might we create a unified payment experience for trainers so that they can track and manage revenue more easily?

Who

What

Why

Solution

I designed this Stripe-integrated app to help trainers manage their business in one place. It covers everything from scheduling, in app payments, automated refunds and even features a friendly revenue dashboard to help them track their success at a glance.

Project details

Role - UX Lead
Team - 2 PM, 4 devs and 1 SME
Duration - 4 Months
Tools - Figma, Adobe CC

Result

Achieved 60% reduction in the time required to track payments.

✦ sneak peek

In app payment tracking and status

Class cancelling and rescheduling support with standard policies

Reveue analytics

✦ HOW DID I GET THERE?

End-to-end product design roadmap

✦ Explanatory User research

The problem was known, so I started with interviews.

3 user interviews, 20 min each, semi-open questions

2 Main Insights

The need for a unified book keeping platform

Mike: "Cancelling a class is more than just cancelling. It's a logistics nightmare!"

Entry level trainers needed tools than just service

Sarah: "I like to read the reviews of other trainers to see how much clients they are getting and how they do things differently"

Not just another payment integration!

This is how a very boring payment integration design sprint became exciting!

✦ Audit of market best practices analysis

How does 10+ competitor provide payment tracking and analytics

✦ Ideation

Defining the MVP features for payment integration and analytics

Rapid wireframes and prototypes

using Existing design system and visual styles

Brand centric design components

✦ FINAL DESIGN

Hi-Fi prototype in production

✦ Usability testing

6 Participants, 3 hours and 6 tasks per person

100% success

All pass

96% easiness

* Cancellation policy setting up was confusing

* Sorting by day/week/month was difficult while tracking revenue

96% Confidence

* Screen showing list of participants was overwhelming

* Understanding why rescheduled happened was confusing

Making fee status more simple

The icon of payment source was removed and sorting by selected dates in calender was added

Details of rescheduling is more clear

What ever that is changes is highlighted in red with a tag on top

Simplified cancellation policy

7 different options were simplified into just 3

✦ Learnings

Self Reflection

Takeaways

Revenue analytics feature was highly appreciated by the stakeholders.

Users wanted to search trainees with their cards last 4 digit. However Stripe API did not offer that service.

Next steps

Launch the revenue analytics feature, when cash flow comes in.

Look into more competitors outside of the US to position SweatNow app as industry leading.

Next up ...

Meditate like playing a game

Zenzone • B2C Gamification