Transforming a data intensive platform

The challenge

Issuers and Visa Account Managers struggled to use the legacy system to efficiently manage ATM related information as it was complex and lacked a support system. A new user-friendly platform was needed to help Issuers and Account Managers manage ATM data effectively.

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Our approach

We adopted a user-centered and iterative design approach, aligning our design decisions with business requirements and the needs and behaviors of developed personas. Based on research insights, we set out to design a new system that would

• ‍Streamline the management of ATM related information
• Minimize training efforts required for onboarding new users
• Simplify the process of requesting and providing support

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Design & Solution Highlights

An end-to-end product experience that modernizes the management of ATM related information.

Streamlined data management

We redesigned the management workflows to provide alternative methods to maintain ATM related information, enabling users to quickly get to that information.

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Informed experience

Through concise and straightforward UX copywriting, interactive patterns, and user interface, we designed the new platform to provide better contextual information and feedback to users, reducing overall training efforts.

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In-app support

We introduced a new in-app support module to the platform so that the users could easily request and receive support without having to leaving the platform. Additionally, a new FAQ authoring feature was built-in to help system admins create documentation addressing common challenges.

Accessibility considerations

Based on accessibility personas and WCAG standards, we adopted best practices for accessible visual and interaction design and prepared design work for development with detailed annotations and documentation.

Learn more about how we do everything

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