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Now Merchant On-boarding System

This project is the type of incubator (start from scratch) that the direction of the requirements was so hazy when I did it. So I have to make efforts on the discovery and exploring to make sure this project is on the right path. By doing the tactical thinking approach, I gained a better understanding of the business objectives and user goals of this incubator type tasks.

The background of this project was that the Vietnamese team needed to manually handle the onboarding process. But our requests are gradually increasing, there are about 400-1000 merchant contact us every day. And the total number of merchants also continues to grow, about 3-4% every month. So it’s really a huge workload for our support teams to deal with these requests.

Merchants should be able to request and create their shop on Now, register to use the NM app, and NM wallet online. Those requests should be processed by BD via CRM app and after BD/editor’s approval, the system will automatically update the info of the new shop, create an account of the NM app and NM wallet for merchants.

This platform will help to reduce workload for BD, editor, projector, and product support team, make it accessible to all merchants who want to be on Now and use Now’s features 

Period/ June 2019 - May 2020 My role/ Ethan (Info architecture, wireframing, UI/UX, and research)

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Approach for discovery

Contextual Interview

I use the tool of “Stakeholder profile”. It clearly helps me understand the interviewee’s background, their responsibilities in our company, and what they concern more so that I can ask the appropriate questions to them during the interview. And this also helps me to sort them by the same structure from the stakeholder profile.

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Final design options

Application Forms

About the final design, we can see different combinations of forms according to different user flows.

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We reclassify the form and give the corresponding combination based on different processes the findings that merchants using the management tool can gain 7 times more orders than those they don't use. So that I can know why and what keywords to highlight based on these findings, which is also good for UX writing, to provide adequate information.  So considering the user journey is helpful to determine which part for adding this recommendation.

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