User & Stakeholder Interviews:

• Interviewed finance and business units (registries, travel, insurance, membership, roadside assistance), along with agents from all lines of business.

• Uncovered essential business rules and pain points across departments.

Key Findings:

• Finance Requirements:

  • Needed credit card service fees on registry transactions, requiring an additional payment flow step.

  • Solution: A flexible design that integrates this step where needed, while keeping the flow simple for others.

Agent Challenges:

• Agents had difficulty accurately entering transaction numbers, critical for reporting and reconciliation.

• Solution: Added verification checks for character count and tooltips for guidance, reducing input errors.

These insights informed our design, allowing us to create a solution that guides agents efficiently, minimizes errors, and aligns with business needs.

Stakeholder Interview Analysis & Heuristic Review

With the insights from our research, we moved into brainstorming and planning. Our main goals for the user flows were to:

• Make agents’ workflows smoother

• Align with AMA’s business goals

• Improve efficiency and user satisfaction

I created a design overview document to get the design team on the same page. It helped the team stay focused by covering:

• Our key objectives

• Project constraints

• The must-have features

This helped to set clear expectations for the team to work from. We then prioritized the critical functionalities like:

• Payments

• Refunds

• Error handling

These were essential for the launch, while we flagged other features for future updates to keep things scalable.

"The design phase started with high-fidelity mockups and interactive prototypes in Figma. Key design features included:

• Toasts for non-persistent messages: These brief notifications, like success messages, kept agents informed without disrupting their workflow. Agents could move on to the next customer quickly, with minimal delays.

OmniPay was built as a stand-alone application, ensuring:

• A consistent look and feel based on the Product Design Pigment design system

• A modular structure for easy future expansion and seamless integration with AMA’s digital tools

Throughout the process, we regularly reviewed user flows to balance complexity—such as fee inputs or transaction details—with simplicity, allowing agents to complete tasks with minimal effort.

Working with a contracted development team came with its challenges. Since we couldn’t create new components within the project timeline, we had to adapt our designs to fit existing elements in AMA’s component library. Key strategies included:

• Adapting designs: We modified designs to fit existing components instead of creating new ones.

• Using tools like Jira and Slack: We set up a regular feedback loop to discuss necessary design adjustments.

• Handling technical constraints: When required to use a Material Design component instead of our custom component, we collaborated with developers to ensure it met user needs, even if it meant some aesthetic compromises."

Our launch followed a phased approach:

• Initial pilot: Began with one department at one center

• Province-wide rollout: Expanded two weeks later

This pilot helped us:

• Gather early feedback

• Refine key elements before the full launch

We coordinated with AMA’s learning department to:

• Provide training materials to ensure a smooth transition for agents

To minimize risks, we:

• Kept legacy system access as a fallback until the Stripe transition was complete

• Ensured business continuity and boosted agents' confidence in the new system

Post-launch, monitoring and agent feedback revealed issues with incorrect fees and customer charges due to agents working across four systems for a single registry transaction. We knew that integrating Stripe with OmniPOS would address these challenges. To ensure the best outcome, we followed a thorough design process:

• User research to understand pain points

• User flows to create a streamlined experience

• High-fidelity mock-ups to visualize the solution

The integration automated fee calculations, drastically reducing errors and simplifying the workflow. Agents praised the upgrade, saying, 'This is the best upgrade they've ever done to OmniPOS!