Client(s):

EverCommerce Subsidiaries (PaySimple, health services, home and field services, fitness and wellness, and financial)

‍

Role:

Exclusive Senior UX/UI Designer & Researcher.

• quantitative research
• qualitative research
• contextual research
• analysis
• focus groups
• whiteboarding
• stakeholder interviews
• flow charts
• ethnographic interviews
• persona creation
• wireframes
• flow maps

• journey maps
• insight recording/video transcriptions
• prototypes
• DACI models
• KPIs
• OKRs
• MVPs
• NPS, CSAT, CES Surveys
• SWAT Analysis
• PEST Analysis
• "Design Thinking"

‍

(S)Tools:

• Axure RP
• Adobe Photoshop
• Adobe Illustrator
• Adobe XD
• Adobe Premiere
• Condens UX Repository

• Microsoft Excel
• Asana
• Figma
• Lucid Chart
• SoGoSurvey
• Zoom Meeting

• Expressia
• Alchemer
• UserBit
• Stripo
• Slack
• AHA

‍

Challenge:

Due to skyrocketing worldwide demand for entirely contactless payments, and with text messages having an average open rate of nearly 99%, PaySimple chose to include the new cutting-edge feature, SMS Text-to-Pay, to their existing payments management solution for service-based businesses. PaySimple’s UX/CX design of an SMS text messaging payments feature to its existing ACH and Credit Card Toolkit Application would provide:

• Streamlined and simplified payment operations
• Focus on mobile-centric merchants and customers
• Efficient payment transactions and invoicing through SMS texts
• Limited personal contact/interactions for merchants and customers
• Convenient and easy-to-use invoice and payment experience for merchants and customers
• Increased customer retention rates
• Increased customer sales
• Increased merchant and customer satisfaction

‍

Research/Analysis:

• Ability for merchants to cross-sell in text communication with customers
• “Ease of use” for customer payments via texts is typically defined as no more than 5 clicks.
• Reduce merchant’s cost to serve
• Decrease payment delays and accelerate revenue realization
• Improve on-time payments
• Cut down on chasing past-due payments
• Faster invoicing, payment processing, and closing of merchant field sales
• Increase merchant cash flow

‍

Solution/Strategy:

• Include real-time SMS text Invoicing feature
• Schedule, send, and receive automated invoice notification texts
• Schedule, send, and receive automated payment reminder texts
• Automated payment confirmation
• More immersive customer experience - connect with customers and complete payment in the same conversation.
• User-friendly, convenient, Ease of use – only 3 clicks.
• Proof of payment
• Unintrusive, straightforward, and friendly wording of default invoice text messages
• Customizable wording of invoice text messages
• Real-time payment processing
• Customizable customer tips
• Customizable option for images, links, and other text to address desire for cross-selling in text

‍

Return On Investment (ROI):

• Decrease in cost of space - Reduced merchant’s need for stationary checkout area
• Decrease in personnel costs - Reduced merchant’s need for cashiers, and/or accounts payable/receivable staff
• Decrease in merchant DSOs (Day Sales Outstanding)
• Decrease in past-due payments
• Decrease in collection costs

• Increase in customer sales
• Increase in customer retention rate
• Improved customer reviews and satisfaction (CSAT survey results)
• Increase in customer satisfaction (NPS survey results)
• Increase in merchant cash flow

‍