Company
Allegion
Role
Senior Interaction Designer
Timeline
Jun 2019 – Jan 2021
Team
[Add team]
Customers paid every invoice individually over the phone, and ordering Republic door hardware meant bouncing between two systems.
38% increase in revenue
- 37% increase in user adoption
- 41% increase in purchase orders
- 38% increase in revenue
Republic Online Ordering
Ordering Republic hollow metal products meant bouncing between the Estimate to Order application and a separate configuration system. Customers phase large projects by floor or area, so I designed a refined flow that lets them pick an opening and order all of its hardware in one step, then evaluated it with customers.
- Users preferred an accordion layout over tabs for setting product defaults.
- Testing settled the terminology: “Frame Defaults.”
- Users wanted door numbers on a single page view, which the redesign delivered.
Results: 37% increase in user adoption, 41% increase in purchase orders and 38% increase in revenue.
Credit Card Payment Portal
Customers paid each invoice individually, on the phone with a customer service associate. I mapped the customer journey to find pain points, designed and internally tested task flows and wireframes, then tested a high-fidelity prototype with existing customers.
- Every participant called it a vast improvement over the current process and rated it 5 out of 5 for ease of use.
- Users asked to view invoices by manufacturer and export to PDF, which shaped version 2.
- Users reacted strongly against a flat “convenience fee,” so I recommended limiting it to late payments or a flat-rate model.
Details under NDA. Happy to walk through the full project in an interview.
