High Return Rate: After a thorough review of the data with the customer success team, it became evident that our device return rate was notably high. The data revealed that some merchants never activated their devices, while others ceased transactions after successful activation.

The device activation experience was not intuitive. With a failed onboarding, they have to pay additional $100 to resellers in order to learn how to use it.

• Streamlined the activation flow for quick and easy device setup.
• Instilled confidence in merchants by ensuring they are proficient in operating the device before their first customer interaction.
• Minimized unnecessary costs for customers.

We invited both customers and internal team members to test our existing products. As they navigated through the interfaces, we encouraged them to vocalize any points of confusion. We meticulously recorded each step of the process. Later, we reviewed all the recordings, documenting the specific points where users encountered difficulties and the reasons behind their hesitations.

The findings and insights are valuable, yet to gain a comprehensive understanding, we must also assess the broader impact and challenges. This involves mapping out the existing onboarding flow and identifying key pain points. Through this process, we highlighted specific areas in need of closer attention. For instance, users experienced difficulties in identifying secure Wi-Fi networks, faced extended firmware update processes with unclear customer support options, and grappled with confusion on the login page, often mistakenly assuming it required their email address.

I started to map out the end-to-end workflow from the moment when the user receives the box and unbox to set up the device. And there are four phases: Prepare to set up the hardware, active the device, onboard with tutorials and keep using to grow their business. We also defined the actions and contents for each phase.

• Merchants cannot make transactions on insecured network but we provided both secured and insecured wifi;
• Merchants thought that they were frozen in wifi and update because we didn't show visual indicators very well;
• Merchants confused if passcode is the same as their web login because they see a full size keyboard;

• Improved the secured network with a small lock on the wifi icon;
• Converted loading circle to wifi and software update motions for strong visual signifiers;
• Redesigned keyboard and layout for better understanding that PIN is not the same as their registered email address.

'Why don't we also improve visual design by motion design' I also took the initative to create the motion design to match with Poynt branding language. In addtion to providing a relaxing moment during the device activation, motion design can deliver the messages and behaviors much better than the plain texts.

• I worked with the product manager and customer success team to provide the Invision prototypes and tested with selected merchants and partners;
• Recorded videos to see users' reactions. It helps us analyze design and make rationale decisions;

• Past experience can inspire for new design.
• Encourage yourself to propose the right experience to the stakeholders even it will be pushed back.
• Design with data and customers' voices.

The bad checkout experience hurts the merchant's business and the customers don't know how to use the device to pay.

• Optimize the customer checkout experience and make it more efficiently.
• Increase merchants' revenue by decreasing the wait line.

I conducted a research with competitors in the industry with merchants interviews. I tried to conclude a good solution in the current market. However, it is really hard to find good examples by talking to the merchants. They had to put stickers, added notes to notify the customers on how to perform a transaction on differen payment terminals.

The focal point is that checkout flow is usually very short, static images are not very useful and intuitive for customers. If the screen is small, then the messages we can deliver to the customers are even more restricted. Under that circumstance, how about motion? Why cannot we use motion to educate the customers on how to complete a transaction with Poynt payment termianl?

• I reached out regular people on the street and also some merchants. I worked with an engineer to use the real demo to test the design and get feedback from them;
• Based on the feedback, I iterated and polished design to make it more clear for users;

• Apply the same design approach with new payment methods and providers;
• Follow up with merchants and customers to optimize any potential issues.