An intuitive and automated
fee management ERP solution
for merchants.

CLIENT

Pine Labs

REGION

India

DELIVERABLE

UX and UI Design, UX Research & Strategy

TIMELINE

6 months

BRIEF

An educational ERP
with slow onboarding
due to delayed updates
and poor guidance.

The existing ERP faced lack of data synchronisation, task automation, and key VAS functionality leading to user attrition and heavy support reliance. We aimed to build a seamless, automated, user-friendly fee management ERP. By identifying pain points for both merchants and parents through research, we developed self-guided journeys and features to meet business and user needs reducing churn rate.

OUR ROLE

Identifying pain points

For both merchants and parents, meticulously defined solutions through thorough research.

Self-guided journeys

Introduced features to address both business and user requirements on digital fee management.

Immersive experience

Provided an immersive experience to reduce drop-offs and churn rate.

Our Approach

Implement an extensive process streamlining online fee management.

UX Research

Conducted in-depth research for user challenges and needs in order to uncover pain points.

User Journey and Flow

A customer journey and flow to represent steps and interactions for customer experiences.

Wireframing

Created high-fidelity wireframes based on UX principles to validate functionality for merchants.

Design System

A consistent collection for design components, guidelines and best practices.

UI Design

Created user interfaces for digital products, focusing on aesthetics, layout, and interactive elements.

RESEARCH

Immersion and UX research.

Extensive research included stakeholder interviews across India and market trend analysis aligned with project objectives. Rigorous benchmark audits revealed trends in ERP solutions and the retail industry. This thorough design discovery process included UX tasks such as crafting customer journey maps, developing user personas, and identifying pain points and solutions, depicting the emotional and practical journey of merchants using the product.

Spinach team member mapping user journeys on a wall during the Qfix by Pine Labs UX research process.

Hand-drawn product wireframes for the Qfix by Pine Labs design project.

Qfix by Pine Labs UX research wall with sticky notes mapping product and website experience insights.

IDEATION

Ideate and define.

Our analysis pinpointed critical themes that influence the needs of both businesses and users, including merchants and parents. We've developed a platform featuring seamless onboarding, customizable features, strategic engagement, and simplified design, all aimed at elevating user experience and enhancing engagement. We employed self-guided journeys to empower users with personalized, accessible experiences through mobile-responsive solutions.

Qfix by Pine Labs wireframes and dashboard screens created during the product experience design
process.

OUR STRATEGY

Streamlined onboarding

Interactive demos, walkthroughs, and guided tours to engage and coach users.

Effotless data management and integrations

Created an MIS dashboard with quick links and automated operations to boost efficiency.

Enhanced communication

Delivered contextual tips utilizing in-app messages for effective communication.

EXECUTION

Experience design.

A responsive Design System was created for cohesive visual elements across Qfix platforms. A UI mood board defined the design style, including colours, illustrations and imagery that aligned with the brand identity. Key functionalities were revamped to prioritize simplicity and user empowerment. Self-guided journeys were implemented to foster independent navigation for merchants.