Evan Burr
Evan Burr
Sezzle
Design a mobile app that reimagines the way you shop in-stores
Project background
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As in-store shopping begins to return and the buy now, pay later space continues to advance, we may observe an opportunity to push the limits of in-store shopping to create a truly unique buy now, pay later experience. Sezzle’s current in-store shopping experience involves the Sezzle Virtual Card, a contactless card that a shopper can use to make purchases in installments at any merchant that accepts this form of payment; it’s as simple as adding the Virtual Card to your mobile wallet, unlocking your phone, and then tapping your phone on the payment terminal to complete your purchase.
Tools Used​
Figma
Miro
Whimsical
Keynote
Team​
Evan Burr
Lauren Gebhardt
Anna Kelley
Cindy Lee
Meryl Lennon
Allen Chen
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My Role​
Leadership
Information Architecture
User Research
Interaction Design
Prototyping
TimeLine​
Aug 2021-Dec 2021
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01
Introduction
What does Sezzle want us to do?
The task to reimagine an entire in-store shopping experience is entirely too broad. Naturally we had to scope down to a problem space that is much more specific but still very impactful. Our solution is focused on solving pain-points and frustrations revolving around the checkout process, specifically the point of sales kiosks that a customer would interact with to purchase an item.
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Opportunity Statement
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Current Sezzle users using buy now, pay later technology need an intuitive experience that enhances the way they currently go about shopping in-store.
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02
The Solution
Design an Interactive Application
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Putting Sezzle's buy now, pay later business model at the core of our solution, my team and I created a scan-and-go mobile app that reimagines how users would shop in stores while at the same time alleviating shoppers' pain points when checking out.
03
The Process
From Concept to a New Way to Shopping!
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Process
Learn
Secondary Research
Observational Study
Contextual Inquiry
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Synthesis
Style Guide
Market Space
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Prototyping
Sketches
Wireframes
Mi-Fi Prototypes
Co-Design
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Test
Concept Testing
Usability Testing
User Engagement
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Finalize
Hi-Fi Prototypes
Interactivity
UI Polish
Deliver
Presentation
Transition Document
Documentation
Share Prototyping Files
04
User Research
Understanding our Users/Problem Space
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Participatory Observations
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Our team conducted participatory observations as well as literature reviews in order to understand our problem space and pain points within that space.
After conducting observations and literature reviews, our team sent out a survey asking users to rank (top priority - minor issue) pain points that we had discovered from previous research.
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Software Focused
Because of the time and money constraints of our client, we had to develop a software focused solution that fits within the existing ecosystem of Sezzle’s application.
Focus Area
Most of the shoppers' challenges revolved around the checkout process, specifically the POS systems where they purchase an item.
Simplicity
One of the biggest issues that came up when researching people was that many shoppers did not know how to pay while using Sezzle’s virtual card. This meant that our solution had to be simple and intuitive.
Pain Points
Card reader errors, long lines and the complexity of paying with Sezzle’s virtual card (similar to Apple Pay) was at the top of users lists of frustrations.
Pain point scoring activity
In order to drive our project in a focused direction, our team wanted to understand which pain points users thought were the most frustrating and or inconvenient.
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To do this, we sent out a survey and asked users to rank paint points that we gathered from our research and observations. After receiving 51 results we compiled all the data into a spreadsheet so that we could use the results to inform later ideation.
05
Prototyping
Time to Get Creative!
Prototyping
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In order to create a cohesive screen by screen experience, our team created wireframes and low-fidelity prototypes. We wanted to understand the flow, navigation and layout of elements that must be included for our solution to be successful.
06
Testing
What Can We Improve?
Usability/Concept Testing
Our team conducted multiple rounds of testing to be able to identify gaps, pain points and overall desirability within our current solution. We also wanted to see if our design satisfies the users by solving the pain point We addressed from the survey and activities.
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07
Results
Polishing up our design
Hi-Fi Interactive Prototypes
After 3 rounds of testing and multiple iterations of our design, we created high-fidelity interactive prototypes in Figma. Our team wanted to understand what our solution would look like in a form that is close to complete.
Users can walk into any store that is partnered with Sezzle and begin scanning items on their phone. Once an item is scanned, that item can then be added to the user's cart. Once the user has scanned all the items that they would like to purchase, they can pay directly on their phone using Sezzle's buy now, pay later technology.
Sezzle pays the store directly up front, in full and then Sezzle breaks down the user's purchase into 4 equal payments that are paid off over a six week period. This solution avoids the physical check out process, solving for users needs, pain points and wants.
Value Proposition
Here are the five core values that our solution brings to Sezzle and our stakeholders.
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Avoid the physical POS system
Paying directly on your phone avoids physical check out card reader errors and malfunctions.
Avoids long lines
Skipping the check out process allows the user to purchase items from their phone and walk out of the store.
Limits contact with in-store staff
No lines means less contact with staff and other shoppers. This can be beneficial to reducing the spread of Covid-19
Makes using Sezzle in stores more accessible
Removing the use of your phone's mobile wallet makes checking out more intuitive and accessible for some user groups.
08
Reflection
Reflection
For me, this project was more about the process rather than the outcome. The hardest part of the project was picking a direction to scope down to. The clients told me to just pick something and try it, there are no correct answers. With the time frame that our team was given, we rallied towards the final weeks and delivered something that I am proud to showcase in my portfolio.