Case Study

Cayan Payment Processing

Rapid Experience Audit & Design Solutioning

As Cayan shifted the Payment Processing selling model from high-engagement to self service for some target segments, they needed a compelling and self-evident digital user experience. ZD was brought in to quickly evaluate the current experience against key scenarios and recommend quick hit and foundational UX solutions.

Process

  1. Immersion Workshop
    A half-day meeting to establish business drivers, personas and scenarios to be evaluated.
  2. Expert Review
    Leveraging thousands of hours of user observation and established design heuristics, evaluate the Cayan scenarios to derive opportunities.
  3. Unmoderated User Testing
    Bring the voice of the user into the evaluation via fifteen Usertesting.com sessions with target personas.
  4. Sketch Design
    Visualize the research recommendations through low-fidelity artifacts.

Result

An empirically based, prioritized list of UX recommendations with sketches to serve as a guide to the implementation of the solutions.

“ZeroDegrees brought a wealth of research-based best practices to the evaluation of the Cayan Payment Processing digital experience audit. Because of that experience and their ‘fresh eyes’, they were able to quickly offer actionable solutions that we continue to implement as we improve our customer experience.” Rachel Trueblood Senior Vice President of Marketing Cayan LLC