Overview — project context
Project Overview
INSIGHT ONE is a complete platform for managing and controlling payment terminals from different brands, covering the entire device lifecycle. It is cloud-based, PCI-compliant, and offers high security, scalability, and real-time access.
The platform uses advanced technology to support omnichannel management of the payment ecosystem, making operations more efficient and secure across different sales channels.
The Challenge
Improve Navigation Clarity and User Flow — users lost track between sections without clear visual feedback.
Establish Consistent Usability Patterns for Information Display — each module had its own visual criteria.
Clearly Communicate the Value Proposition — the platform was powerful but hard to understand from first use.
The Process: Design Thinking executed with Agile
01
Empathize
Research to understand potential users and their real needs.
02
Define
Synthesize research and identify the key problem to solve.
03
Ideate
Generate a range of creative ideas and prioritize with MoSCoW.
04
Prototype
Build realistic representations of ideas — low to high fidelity.
05
Understand
Test with users, modify and implement in continuous iterations.
Research — understand before designing
To gain a better understanding of the product and its users, research was conducted over two sprints of the roadmap. Moderated tests and interviews were conducted with platform users, QA's, developers and stakeholders. Additionally, a desk research and a benchmark analysis were performed. Existing systems were also analyzed through competitive research. This process led to the creation of a persona, the definition of the problem statement, and the development of a user journey map based on insights from the interviews.
Users
During the research, we identified three types of users who performed different activities within the same platform.
Decision-Makers
Julieta
Commercial Manager · Bank Manager
IT Technicians
Andrés
IT Systems Manager
Developers
Diego
Developer · IT Systems Manager
What Did Users Say?
What I dislike the most is that if you minimize some screens, it displays in a single column and the data disappears, so you have to keep switching screens.
Patricia
Quality Assurance Analyst
In the displayed tables, I don't feel like we're seeing the columns with the information we need.
Andrés
IT Systems Manager
There are no key details like the number of characters for the message or the number of terminals that can be charged.
Diego
IT Systems Manager
There are processes where I'm not sure if the information was sent or loaded correctly.
Julieta
Bank Manager
Pain Points — what research revealed
UX Research Methods
Through these tools, we obtained information from our users.
Pain Points
We conducted interviews, moderated tests, and analyzed the feedback, suggestions, and complaints collected by the QA team. These are the main pain points found:
Complex and confusing interface
Difficulty in Tracking Tasks
Difficult in Decision Making
User Insights
We identified and organized essential user traits, motivations, and behavioral patterns to better understand how users interact with the product. This process helped us define user segments, discover pain points, and detect opportunities for improvement.
Efficiency and Consistency
A detailed UX analysis shows that users highly value efficiency and consistency in managing payment terminals and remote downloads. This highlights the need for a user-centered approach, focusing on simplicity and standardization to improve the experience.
Simplify Processes and Standardize Interactions
By applying user-centered design principles and leveraging direct user feedback, we can simplify processes and standardize interactions, delivering a more intuitive experience. This approach accelerates task completion and reduces the user's cognitive load.
Guidance
Providing clear and precise guidance — such as character limits for mass messages and defined parameters for bulk data uploads — empowers users to make informed decisions and execute actions confidently.
Segmentation of Features
Effective segmentation of features by user type, along with easy access to help and technical support, reinforces the platform's commitment to user satisfaction and efficient problem resolution.
Task-User Flow
To address this user diversity, we developed a task flow and a user flow to identify and segment pain points specific to each user type within the different sections of the Insight One platform.
Throughout this process, we detected points of frustration and satisfaction, as well as areas of success or failure at touch-points. We analyzed these elements in relation to information architecture, visual hierarchy, and UX writing, which provided us with a comprehensive view of the user experience.
Main Insights
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Continuous Development
Users desire a platform with enhanced functionality development capabilities to reduce dependency on providers and meet their specific needs. The standardization of functionalities is a key objective for the client, emphasizing the importance of keeping the platform updated and adaptable to evolving requirements.
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User Diversity
The platform is used by three types of users. Clear information about permissions and access associated with different user roles is necessary to avoid confusion and ensure platform security.
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Standardized Processes
Users prefer systems that follow standardized processes, highlighting the importance of designing consistent and predictable workflows across the platform. Bulk data upload is crucial for streamlining operation times.
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Interaction Efficiency
Users value efficiency in interacting with the platform. Therefore, minimizing the number of steps required to complete an action and avoiding time-consuming lengthy forms is essential. Users need detailed information to plan and execute actions effectively.
Defining the MVP — Prioritization and Strategy
After evaluating the ideas with the Insight One team, we defined an MVP using a prioritization matrix followed by the MoSCoW method. The redesign focused on three key areas:
User Paths
Improving User Paths is crucial because a well-designed flow ensures that users can navigate the product intuitively and without friction.
User Guide
Enhancing the User Guide is vital because it provides ongoing support, reduces the need for customer assistance, and empowers users with the information needed to make the most of the product.
Bulk Data Upload
Improving the Bulk Data Upload process is important because it directly impacts user efficiency and system scalability.
Ideation Sessions
1
Initial Brainstorming
Based on thorough research, information clustering, and team-identified insights. This session aimed to gather a broad spectrum of ideas and identify key areas of focus.
2
Technical Feasibility Review
We collaborated with the front-end and back-end development teams to assess the technical viability of the ideas generated in the first session. We also prioritized these ideas based on feasibility and impact.
3
Stakeholder Alignment
We brought together product owners, developers, QA specialists, and the sales team to ensure that the proposed ideas aligned with business objectives and stakeholder requirements. This validation was crucial for securing buy-in from all relevant parties.
Design — Style Guide and Design System
Style Guide
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Typography: Poppins & Roboto
Headers and subtitles: Poppins at various sizes.
Paragraphs and Tags: Roboto
H1–H3
Sub 1–Sub 3
P1–P2
L1–L3
Layout Breakpoints
The breaking layout points were defined for desktop, tablet, and mobile specifically for the log-in process.
insightone-components.png
Scroll to view all Design System components
Prototype Phase — Iteration and Validation
Low to Mid-Fidelity Prototyping
During the prototyping phase, we developed low and mid-fidelity prototypes, which were essential for iterating and refining the proposed solutions. Throughout the process, continuous testing and follow-up meetings were held with developers, product owners, and end-users. These validations ensured that the ideas aligned with technical expectations and the actual needs of users, facilitating a smooth transition to subsequent stages of development.
Final Prototype — Before & After
Log-in
Before
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Generic interface with no brand identity, confusing flow
After
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Hero with clear value proposition, integrated branding
Dashboard
Before
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Data without hierarchy, map without useful context
After
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Prioritized KPIs, terminal distribution visualizations
Terminales
Before
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Dense table, no filters, no status visibility
After
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Terminal KPIs, active filters, table with clear states
Apps
Before
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Dense list with no categorization, hard to scan
After
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App grid with cards, quick access and clear categorization
Data Uploading
Before
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Upload process without feedback, no clear validations
After
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Guided flow with clear states: upload → verify → load → report
Users
Before
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List with no role segmentation or visible permissions
After
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User cards with clearly differentiated role, permissions, and status
Obstacles and Learnings
Expectations vs. Capabilities
Companies that start integrating UX often believe that optimal results can be achieved in a single execution. It is essential to maintain continuous alignment between the expectations of the Product Owner and the technical capabilities of the team.
Communication in Beta Phase
Projects in the beta phase provide the opportunity to see the product in action. Open and constant communication with the development team is required due to the platform's ongoing evolution.
Identification of Stakeholders
It is crucial to clearly identify stakeholders, especially regarding sensitive information. Ensuring that the design meets legal and ethical requirements helps mitigate risks and build trust.
Product Scalability
It is fundamental to consider product scalability from the early stages. Establishing a design system that facilitates growth and ensures consistency in future iterations is key.
"Working on a beta-phase platform taught me that design is not just visual — it's also communication, alignment, and the ability to adapt decisions in real time as the product evolves under your hands."
