Cayan

The Challenge

Cayan is a leading provider of payment technologies for small to mid-sized businesses. From simple payment processing to fully integrated, multi-channel customer engagement platforms, Cayan is continuously developing new ways for businesses to unlock the power of payments.

After completely overhauling their business strategy, Cayan wanted to scale their model by moving from high-touch to self-service. To get there, an internal debate began about the platform and its UX—with ideas ranging from small adjustments to full redesigns. Cayan had a hunch their experience was broken. But they needed serious data to support that perspective, and determine the appropriate fix. So they turned to ZeroDegrees for an in-depth UX Audit.

Our Approach

We conducted a heuristic review that puts ourselves squarely in the role of users who are going through typical scenarios of a product purchase, guided by both science and experience.

We’ve studied human factors—the cognitive drivers of decision making. This helps us predict likely patterns of user behavior. 

We’ve been here before—having spent thousands of hours studying users in virtually every conceivable context. They tell us what’s intuitive and what’s a challenge. (So much so that we can still hear their voices in our heads.)

And we’re full of ideas—prior approaches that worked, or didn’t. Best practices to leverage, from competitors and adjacent categories to unexpected sources of inspiration and cross-pollination.

We compile it all in a comprehensive report with findings weighted by severity, with recommendations for short and long-term enhancements, along with sketch ideas where a solution is required.

So debates could be settled. And solid decisions could be reached.

The Results

By performing an audit free from requirements or constraints (like personal preferences and existing technical debt), the reality of Cayan’s current state became clear. A future state could be envisioned. Roadmaps could be created. And—armed with a deck, thick with ideas and recommendations that ranged from content enhancements to an entire architectural overhaul—debates could be settled.