• About Company

    Pigeonly provides communication services to inmates and their families. One of their most popular services is Photo Sharing.

  • Design Goal

    While working on the web app, I learned about the usability issues within the Photo Sharing checkout flow.
    We also captured various customer sessions (rage clicks, dropouts) when checking out.

  • Roles

    Worked alongside the CEO. I led usability and visual improvement work.


Brief Summary

I performed a UX and Design Audit on the checkout page taking notes of my findings. From there, I created a low fidelity prototype illustrating the layout and functionality. My final deliverable was a high fidelity prototype.I presented to the team and received approval.


Discovery

Design Audit

  • Inconsistent visual style and lack of color contrast
  • Form components were not mobile-friendly
  • Form features (Add Coupon Codes, Add/Remove Notes, Add Funds to Wallet) were inefficient.
  • Error messages were weak and not informative
  • Lack of customer engagement on confirmation page

Strategy

When defining priorities in a project, I like to refer to Peter Morville's UX Honeycomb.👉🏾
For this project, I focused on making the UI usable, useful, and desirable. To achieve this the UI must have:

  • A simple and easy to use interface
  • Streamlined functionality for coupon codes and notes
  • Spruced up visual design

Design

Low Fidelity Wireframes

High Fidelity Prototypes

  • Checkout and Confirmation

  • Add Coupon Code

  • Add and Remove Notes