Role
Product Designer
Size
1 Content Designer,
2 product Designers,
Client
Office of Secretary
SNSW voucher web redemption
Make voucher redemption accessible to desktop users
Introduction
Context
In the early release of Active and Creative kids program, there were 2 voucher redemption options available for business providers, either set up a mobile or tablet device in the store, scan customers QR code, or choose to integrate the voucher API in their own e-commerce or POS system.
Customer feedback
"If you are unable to scan the QR code then the App permits you to manually enter the voucher code (not copy/paste) – however that is cumbersome and risks error"
"Our members don't send me copies of their vouchers, they send me voucher numbers, so I don't have a QR code to scan"
"No name is supplied on the claimed vouchers"
"How do we reconcile our accounts if our statement does not give us names. How do we know who has redeemed their vouchers if there are no names".
Hypothesis
We believe that providing a desktop-based voucher redemption solution will make the redemption process easier and more efficient for Active and Creative Kids providers.
My Responsibilities
Define success
Define success metrics and data to track, work with data analyst to create visualisations
User Flow and UI design
Created user flows and designs for different scenarios then documented in a demo video
User Testing and Synthesis
Developed a moderator guide, recruited appropriate participants, and conducted user testing sessions. Synthesised the findings into actionable insights, which were then presented to stakeholders.
The concept
Web redemption via business profile
The idea was straight forward that enable our customers to access from their voucher program management card
User testing
Objective
This research asked customers to evaluate and provide feedback on online redemption feature, flows and high-level usability.
Methotology
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Conducted 8 45-minute 1:1 interviews in total with 4 external providers and 4 internal feedback session
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Mixed of large businesses and small businesses
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Mixed of new and existing program participants
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3 pilot testing sessions to test improved features before launch
Key learning goals
Usability and clarity:
Do users understand what 'online redemption' is?
Do users know how to begin redeeming online?
How is the program transaction page used?
Navigation and ease of access:
How easy is it to navigate to the voucher redemption page from the business overview page, as a return user?
How do users check their voucher redemption records?
Do users understand 'program transactions', and do they associate it with their voucher redemption records?
business details users consider most important.
Desire for less repetitive work
During the testing sessions, we gained deeper insights into the needs of our users, particularly those who are treasurers of sports clubs or manage voucher programs on behalf of businesses. These participants often collect vouchers through emails or forms and then redeem them in bulk by copying and pasting voucher codes. This process, which can involve handling hundreds of vouchers at a time, is highly repetitive and time-consuming, leading to significant inefficiencies and frustration due to the need to re-enter details repeatedly.
Displaying voucher recipient names helps reconciliation
Our testing also revealed that showing the child’s name in the redemption history on the program’s transaction page was valuable for providers when reconciling payments. This feature helped users match vouchers to the correct transactions more easily. However, for participants who redeem vouchers directly at the counter with customers, seeing voucher name post-redemption was found to be less useful, highlighting a nuanced difference in needs based on the redemption context.
key findings
This is a space to promote the business, its products or its services. Use this opportunity to help site visitors become more familiar with the business and its offerings. Reach out to current and potential clients and customers to build a sense of connection and trust. Explain what makes the business unique. Identify the qualities that set it apart from its competitors and describe them, staying true to the brand's authentic voice. Add engaging details to catch readers' interest and hold their attention. Let them know how they can learn more about the business and take advantage of its products or services.
The Concepts
List view
Use this space to promote the business, its products or its services.
3x3 view
Use this space to promote the business, its products or its services.
progressive disclosure
Use this space to promote the business, its products or its services.
Problem Statement
HMW create a more accurate representation of what it's like to work at SNSW Digital, by showcasing what it is we do and how we do it, so that we can attract (and retain) skilled practitioners to SNSW digital services.
Methods
Empathising
Contextual Observation
Interviews
Generative Workshops
Synthesising
Personas
Affinity Diagramming
Ideation
Storyboards
User Journey Map
Prototyping
Testing
Usability Testing w/ Think Aloud Protocol
Full testing report
This simplified version flow chart highlights the heavy reliance on manual steps and communication between various parties.
The solution
Auto-Fill to enhance efficiency
To improve efficiency in voucher redemption, we introduced pre-filled fields that retain previous inputs. The system defaults to the available option for businesses with a single location or activity type.
If businesses have multiple locations or activity types, the form clears only the voucher number after the first redemption, keeping other fields pre-filled from the last entry. This approach streamlines the workflow for those who redeem hundreds at once, enabling faster input and reducing the time spent on each redemption.
Pilot testing
Key insights
Before going live, we ran a pilot session with real users to identify bugs and gather feedback on the above improvements. This helped us refine the product and ensure reliable performance in real-world conditions.
key learnings
This is a space to promote the business, its products or its services. Use this opportunity to help site visitors become more familiar with the business and its offerings. Reach out to current and potential clients and customers to build a sense of connection and trust. Explain what makes the business unique. Identify the qualities that set it apart from its competitors and describe them, staying true to the brand's authentic voice. Add engaging details to catch readers' interest and hold their attention. Let them know how they can learn more about the business and take advantage of its products or services.
Find your advocates
By sharing your design work and testing insights that aligns with the interests and goals of your stakeholders, you not only strengthen your influence but also build a network of advocates who can champion your work across the organisation.
Connecting User Needs to Business Goals and Strategy
Aligning user needs with business goals helps you demonstrate the strategic value of your work and contributes to achieving successful business outcomes. In this case study, reducing repetition aligns with the business strategy TYSO (Tell Your Story Once).
View other work
Positive early adoption
As this feature recently went live, our data team is currently developing a dashboard to track its performance comprehensively. Early data indicates that web redemption now accounts for an average of 10% of total voucher redemptions across all three channels: Provider API (POS and e-commerce), and Mobile App.
The outcome
Measure of success
To further improve and measure the effectiveness of the solution, I collaborated closely with the Product Manager and Data Analyst. This approach also proves its value to stakeholders by providing data-driven evidence of the enhancements made.
Redemption Efficiency
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Average time saved for businesses redeeming multiple vouchers compared to prior implementation.
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Average voucher number redeemed through the web per session.
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Number of input errors.
User satisfaction
User feedback through Thumb-Up-Thumb-Down(online feedback feature).
Adoption rate
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Percentage of customers who use the web redemption method.
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Percentage of customers redeem more than 1 voucher per session.
Operational efficiency
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Reduction in communication and time between parents and providers.
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The number of queries raised related to voucher redemptions.
Real-Time recipient verification
To enhance the verification process and prevent fraud, we introduced a dynamic feature that displays the recipient’s name in real-time as the voucher code is entered. This allows businesses to quickly cross-check the recipient against their records, ensuring the correct individual is redeeming the voucher. Additionally, showing the name on the same page eliminates the need for an extra click to view transaction records, streamlining the redemption process and saving time.
