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Reach Huong at

POSConnex

Rental Booking Module Redesign

POSConnex, an all-in-one POS solution recently acquired by Awayco, faced a critical challenge: its Rental Booking Module was unintuitive and overwhelming for new users. The goal was to transform this complex interface into a self-explanatory and user-friendly experience, reducing the reliance on face-to-face training and making the product scalable. In this project, I acted as Product Lead (outsourced to Awayco) to help the business audit & redesign the platform.
A Work Done for: kholab.co | Year: 2023 | Role: Lead Product Designer

Project Overview

About
Awayco's POSConnex, designed for diverse retail environments, revolutionized sales efficiency in both e-commerce and physical spaces. This comprehensive platform manages sales, inventory, rentals, and appointments through an e-commerce backbone.
However, POSConnex struggled with user adoption due to its complex and challenging interface.
Role
Trusted to take in the Product Lead for Awayco, my initial focus was on redesigning POSConnex's Rental Booking module, a critical feature hindered by its daunting complexity and poor user experience. This overhaul aimed to create an intuitive, streamlined interface, meeting modern user expectations and outperforming rivals. Our goal was clear: to refine the Rental Booking module into an effortlessly intuitive tool, essential for securing user commitment in the crucial trial phase.
View our team's challenge summary here

Phase 1: Discover & Empathize

In this initial phase, my focus was twofold: (1) to conduct a comprehensive UX audit of the existing Rental module, critically evaluating its usability and accessibility and (2) to benchmark POSConnex's features against established competitors in the industry, aiming to extract valuable insights from their best practices and avoid replicating any noted mistakes, thus informing our strategic approach to the redesign.
1. UX Audit
Key issues discovered from the Audit:
The Order creation process in the Rental Booking module is hindered by issues in clarity, organization, functionality, and design, leading to a confusing and error-prone user experience.
In Managing Rental Bookings, the interface is plagued by inefficient layout and filtering, visual clutter, and misplaced critical action buttons, all contributing to confusion and potential errors
The Calendar view for rentals suffers from unclear visual cues, limited accessibility to rental information, inflexible order management, and poor handling of partially returned orders, resulting in inefficiency and increased likelihood of user mistakes.
2. Competitor Benchmarking
Key insights from the Benchmarking:
Leading competitors streamline rental order creation by simplifying decision points & logically organizing summary sections, enhancing user understanding & interaction.
Effective systems include prompts for Recalculating Rental Periods and integrate Real-time inventory checks, improving accuracy and user confidence in the system.
Competitors utilize hover-over previews for order status and optimize layout for clarity, making critical information and actions more accessible to the user.
Advanced & complex systems (like us) employ color-coding & detailed hover states in calendars, providing immediate, visual insight into rental statuses & simplifying navigation.
Efficient designs feature prominently placed return actions and clear status displays for individual items, streamlining the return process and inventory management.

Phase 2: Define

During this phase, I presented and communicated my finding insights to stakeholders, detailing the issues that were negatively affecting the POSConnex Rental Booking module's user experience & proposing logical & efficient user flow that align best with the business requirement.

Phase 3: Develop & Ideate

In this phase, 50+ wireframe screens were developed & presented to Stakeholders to share with some of their current users to test out. All functionality, UX structures, designed elements to be used have been formed during this stage.

Phase 4: Deliver & Test

Upon securing approval for the flows & wireframes, I passed the mid-fidelity wireframes to our UI Designer (Phap Nguyen) to integrate pixel-perfect details and brand's color scheme. The result was a polished final design, accompanied by comprehensive documentation detailing the design effects and technical integrations for our Development team.

Testing: Due to the project's outsourcing nature and budget constraints, our testing phase was limited. With the support of client's internal team, we managed to conduct focused user tests with new app users to gather preliminary performance metrics.
Streamlined Rental Order Creation Form with Logical Grouping of Input
The redesign transforms the overwhelming and disordered form inputs into a logically grouped and user-friendly interface. Key enhancements include conditional form fields to minimize clutter, a fixed order summary for consistent review regardless of page scrolling, and an intuitive final action for status selection, greatly improving the form-filling experience.
New Rental Pricing Structure to Minimize Memory Reliance & Human Error
The new design introduces new revolutionary rental pricing structure with a smart tiered pricing model that automatically provides the best value for the rental duration. As users input the rental period, the system cleverly breaks it down into the most cost-effective increments—like fortnightly, weekly, and daily plans—ensuring customers receive optimal pricing instantly. This eliminates the previous necessity for cashiers to apply manual discounts for longer rentals or to remember varied pricing structures. With this one-time setup during product entry, the system handles the complexity, allowing cashiers to focus on customer service rather than manual calculations, thereby reducing errors and enhancing the rental experience.
Dynamic Payment Button States for Quick Decision Making & Reviewing
The new design addresses the previously hidden payment section by introducing color-coded dynamic buttons, allowing users to instantly recognize and respond to the payment status of an order (i.e. whether this order is overpaid and needed a refund). This change significantly simplifies the payment overview, making the process more efficient and user-friendly.
Intuitive yet Informative Rental Order Listing for Improved User Experience
The overhaul of the order management page focuses on reducing information overload. By displaying only the most necessary columns by default and providing an option to expand for more details, the interface becomes less cluttered. The addition of overview statistics offers quick insights into rental orders, improving the overall user experience.
Color-Coded Calendar for Efficient Scheduling & Information Scanning
The updated calendar design introduces color-coded orders based on order status and a hover-enabled pop-over for quick information scanning. This addition not only facilitates faster status assessment but also provides direct access to essential actions, such as editing or canceling orders, thereby streamlining calendar interaction.
Full Design Flows & Working File can be Opened & Presented at Interview.
For a comprehensive understanding of the full scope and nuances of this project, detailed flows and design working files are available upon request. I believe that a direct walk-through during an interview or discussion will provide the depth of the work in a context that maintains confidentiality and respects the proprietary nature of the project.