GenuinePay
YOUR MONEY,
OUR PRIORITY
We believe our owners should have access to a secure and convenient service to help them manage their business funds. NAPA Auto Parts is excited to present, GenuinePay, an in-house digital payment solution.
My Process
.png)
YOUR HARD-EARNED MONEY SENT INSTANTLY
Our store and shop owners are entrepreneurs who have enough to worry about than where their rebate checks are. Instead of adding to their workload, we're here to support them by removing the need for paper checks.
Automatic deposits and the ability to transfer funds to their connected bank account or a debit card for future use are why we're so excited to bring them GenuinePay.
Project Brief
Context
Owners want digital tools to help them automate many aspects of their business. Our owners look for the perfect mix of hands-on customer service and digital business running.
Objective
Give financial control to owners so they can manage their money safely, securely, and swiftly.
Design
Direction
GenuinePay should be a secure, reliable, and easily accessible portal for NAPA Auto Parts owners to manage their business funds.
Blocker
After the initial launch registration was at a standstill. The team took a step back and decided to our users for feedback. It was at this time that I joined the team as the primary designer.
.png)
Empathize
Interviews
To learn more about the needs, preferences, and behaviors of our users, the team interviewed 4 NAPA Auto Care Center shop owners representing various demographics.
Demographics
-
Single store, rural
-
Single store, urban
-
Multi-store, urban
-
Multi-store, various
Account Features
-
What is our user’s main goals when using GenuinePay?
-
What features or functionality are the most valuable to them and their teams?
-
How do users perceive the portal's usability and ease of use?
Registration
-
What design features can be used to make the data collection processes more user-friendly and less intrusive?
-
What are our user’s main concerns about data collection?
-
How do these concerns vary across different demographics?
-
What are the pain points or obstacles users encounter when setting up their account?
Findings
Personas
Meet Michael and Logan
Michael has owned his NAPA Auto Care shop for over 30 years and is looking forward to passing the business to his son, Logan.
The father-son duo don't always see eye-to-eye Michael is hesitant about adopting new technology, while Logan self-identifies as an early adopter. But one thing that always brings them back together is their love of their community and ensuring they always provide exceptional customer service using only the highest quality parts.
Logan is excited about GenuinePay, but until he fully takes over he'll have to convince his dad that the pros outweigh the cons.
First Iteration
The Feedback
During our initial pilot, we invited a few Autocare Council memebers to join as at GPC to enroll in GenuinePay. The UX and engineering used this as an opportunity to gather real time feedback and catch any bugs or fringe use cases we may have overlooked.
The team identified a few paint points in the experience.
Design Evolution
Shortly after the initial pilot there was a shift in the team. I rolled on as the new designer and the team was left with a single frontend developer after budget cuts. In order to keep the momentum going with the planned feature work, we implemented small design changes with each new feature.
Change in Direction
When I joined the GenuinePay team, business was still concerned about slow adoption rates. Initial targets were not met and they quickly realized the just getting rid of paper checks was not enough.
Business asked the UX team to take a step back and zoom out and conduct another round of user and market research. Based on our research, we found that what our users really wanted was the ability to pay for their invoices online. We were lucky that business saw the same value as the we did in this pivot.
User Feedback
Updated Mission Statement
Our Mission
To create a COMMON, SECURE, and CONSISTENT Payment experience for all Selling Channels within GPC that will accept and handle all types of electronic Payments.
Our Goal
To build out high-quality, resilient, and secure Payment services that can be utilized by all Selling Channels to create a consistent Payment experience across GPC.
Design Decisions
In addition to online bill pay, users shared they want to feel sense of familiarity when dealing with their finances. To accomplish this, we looked at other players to find existing patterns we would adopt best practices into GenuinePay.
PayPal holds over 50% of the online payment processing market share. They offer a broad range of payment services, from peer-to-peer transfers to merchant accounts, making it a one-stop global solution for many users’ payment needs.
Venmo is the leading service among Millennials and Gen Z. Their large and loyal customer base enjoys their user-friendly interface, ease of use, and backing by trusted parent company, PayPal.
Stripe provides an innovative and user-friendly platform that allows businesses of all sizes to thrive in the digital age. Users can seamlessly receive payments without being redirected to another site and all at an affordable price.
Zelle offers a frictionless experience for users who already hold accounts with one of their partner banks. This seamless experience is also
available at zero cost to the user.
Design Evolution
Some info with current design.
Success in Numbers
2,868
Registered Locations
1,644
Total Transactions
$1,244,410.81
In Payouts
The Future
Moving forward, I want to focus more on the Care Team feature. I’m interested to see how relationships have changed between patients and doctors with the rising popularity of at-home testing, like Everlywell.
​
I would begin with user interviews to understand how people feel about at-home testing, telehealth, and the future of healthcare. I also want to know where professionals stand on the credibility of at-home testing. Finally, learn more about what features doctors would like to see on Olive.
​
For Olive to succeed, both sides of the platform have to be easy and enjoyable to use.
Reflection
No Failures, Just New Discoveries
This project was my first deep dive into the world of UX. Throughout the process, I felt like an imposter. But, I learned to get comfortable with making mistakes and finding the silver lining.
Keep Things Simple & Remain Flexible
When I am excited about a project, I try to design for every idea that pops into my head. I've learned to take a step back and iterate my way forward.
Teamwork Makes The Dream Work
I love the collaborative environment of working on a team, and this solo project only reminded me of that. It is easy to overlook elements and get into a rut without feedback and support.