2023-2024“Have you tried turning it on and off?” is a thing of the past
Company
Adyen provides payments solutions to more than 5,000 customers, including: Nike, Adidas, Chanel, Hermes, Netflix, Microsoft, Booking.com, Spotify and many others.
Role
Lead Product Designer
Product strategy
UX research
Outcome
Fully autonomous
No more back and forth between tech support and staff at store. Admins and suport can now troubleshoot autonomously
Fixed in minutes, instead of days
Incidents that could sometimes take days to resolve can now be solved within one remote session
Immediate adoption
Our collaborative approach with Tech Support and Customers (EposNow, Toast, Palisis) resulted in quick adoption from all parties involved
Problem
How troubleshooting felt like
With over half a million devices out in the field you never know where a payment device might end up or stop working all together.
As soon as a device stopped working it typically ended up a in drawer waiting for its replacement to arrive.
Every minute a device is out of use is equal to lost sales, angry customers and a shop assistant on the verge of a panic attack.
In 2023 we discovered that over 25% of devices which were returned to the warehouse appeared to have no faults found. Meaning, they could have been troubleshooted in store and brought back to business as usual. This cost Adyen ~100K in preventable returns.
Findings
In numbers
Insights
Two sided problem
End users are too scared to troubleshoot on the device and inmediately escalate issues to support. Even for simple things like connecting to a network. On the other hand, Support have no tools to empower them and resort to telling them what button to press over a phone call.
No visibility on device estate
Internal and external stakeholders had no way of checking the wellbeing of their devices at a device or store level
Asynchronous process
Hours might have passed from the moment an issue was reported and picked up by support
Turning challenges into opportunities
We first identified which were the top reasons for customers to reach support and ranked these in terms of importance. It turned out most problems could be fixed on the spot with a little helping hand.
For these I designed a Help menu on the device that would pro-actively check fit for service parameters. In essence, doing most of the troubleshooting work for the user.
What we launched with
Designed for multitasking
and any screen size
Learnings
Double edged sword
Users perception of the same problem can be very different depending on their context.
What you want might not be what you need
End users became so accustomed to asking for a replacement that they lost faith in their own ability to problem solve. Reducing the cognitive load around these devices gave them back their sense of control and ease.
Team
Timon Langlotz - Engineering Lead
Klea Ghana - Product Lead
Andrei Petrescu - Android Engineer
Hamsa el Aoutar - FE Engineer
Tech Support team for our endless collaboration sessions