J
T
Redesign of TSYS Prime
Customer Service Application
HFI was tasked with redesigning a customer services application for TSYS, which is being used by some of the major banks and card services companies across the globe for credit and debit cards.
The following project has been modified and reduced in detail to honour the NDA with HFI (Human Factors International).
Project Brief
Total System Services, Inc. TSYS is the largest 3rd party payment processor in for issuing banks in North America with a 40% market share, and one of the largest in Europe. It provides payment processing services, merchant services and related payment services.
Task was to redesign TSYS's Prime with primary objectives as:
-
Make it more user centric
-
Move away from “Tired”, “Out of date” interface,
-
WCAG compliance and introduction of universal accessibility.
-
Increase efficiency - reduce call time and costs
-
Ease of customization and accuracy
Team Size: 3 designers
Duration: 10 months
Responsibilities: Conduct stakeholder interviews, contextual enquiry and
usability testing, create detail designs, style guide and provide support during development
Existing screen
Approach
The Project included a revised approach for the UIS, following the Detailed Design delivery. The project was being developed simultaneously by the clients so delivery was also broken down into phases.
The User Interface System (UIS):
-
Stakeholder interviews: Business, marketing, development, and sales teams were consulted to gather insights into various perspectives.
-
User interviews: Conducted globally, both remotely and in-person, to accommodate the diverse usage, problems, and configurations of the system across different regions and financial institutions. Interviews focused on common and critical scenarios rather than specific tasks to ensure a comprehensive understanding.
-
Structure redesign: Emphasized improvements in navigation, basic layouts, and interactions based on gathered insights.
-
Remote Usability Tests (UTs): Testing conducted with users worldwide to assess the usability, information architecture (IA), and overall design efficiency. This approach allowed for validation across different cultural and social contexts, as well as varied mental models.
-
Refinement and development support: Iterative refinement of designs and ongoing support during the development phase to ensure alignment with user needs and preferences.
Key pain points identified and resolved in the redesign included:
-
Visual clutter and information overload.
-
Inefficient and non-intuitive navigation.
-
Information architecture not aligned with users' mental models.
-
Lack of efficiency, particularly during investigations and critical tasks such as blocking cards.
-
Absence of a report on recent customer interactions.
-
Lack of focused task completion, leading to manual errors.
-
Requirement for extensive training.
Outcome
Key objectives considered during the application redesign, based on user behavior and existing structure, were:
-
Presenting 80% of key/frequent information and actions upfront.
-
Navigation approach balancing between hierarchical drill-down and persistence to mirror real-world scenarios.
-
Implementing contextual actions for enhanced efficiency.
-
Simplifying complex tables to prioritize identification before delving into details, thereby avoiding horizontal scrolling.
The redesign adhered to the following design principles:
-
Tailored content and functions on each page to meet agents' specific needs.
-
Aimed for at least 80% of queries to be resolved at Summary and L1 Overview levels, reserving L2 for detailed investigations.
-
Associated information with the next course of action to reduce cognitive load.
-
Avoided technical jargon, opting for descriptive labels to enhance clarity.
-
Provided configurable content blocks and actions on screens for client-specific requirements.
Page Structure
Application Controls and Central Object
Contextual Info: With Grid/Tables and Modal Dialogue Boxes
Prototype
Style guide
Browse Other Projects
SOCIAL GAMEPLAY - DREAM11
Strategy and product design of a Social Gameplay ecosystem on Dream11, a fantasy sports platform.
SIX NOTES FOR SMART CITY FUTURES
To draw out the contours of what the "smart city" is and could become, we offer six core notes by which the “expressive, cognitive, and imaginative possibilities” of the city in the age of data may be realized.
EVOMO RESEARCH & ADVANCEMENTS PVT. LTD.
A tech. startup aimed at developing a disruptive, affordable and safe transportation for rural areas.
GREENING BURJ KHALIFA
Conceptual design on how to turn skyscrapers into sustainable and zero waste buildings using natural systems.
TSYS - PRIME
Redesign of a customer services application used my major banks and credit card companies across the world.
BUDDHA SMRITI PARK MUSEUM
A museum dedicated to Lord Buddha, his life, teachings & Buddhism itself.
RETAIL & FIXTURE DESIGN
Layout, fixture design and production supervision of retail and flagship stores for different brands.
CUBEY
“CubeY” is an innovative furniture system, deriving its name from its unique joinery.
PRE-MATCH LIVE ACTIVITY (iOS)
POC and Phase 1 of on Dream11 during IPL and T20 World Cup 2024, focusing on user engagement before the start of the match
PALAVA EXPERIENCE CENTER
A directed and linear visitor experience designed to educate visitors about evolution of urban settlements and livability factors.
ARCHITECTURAL PERCEPTION AND MOBILITY
An attempt at understanding our urban and built fabric; its beauty through the eye of a visitor or an inhabitant in transit.
BOOKWALK
A bookshelf inspired from a human form in motion.
