myKindo Mobile App
Situation
Kindo is a cashless payment system providing Primary & High Schools in Aotearoa New Zealand with a platform to increase their funding and deliver healthy lunches to students.
Kindo’s goal is to simplify caregivers' lives by making ordering lunches, registering for sports, paying school fees effortlessly, caregivers then have more time to focus on tasks that matter to them and their children.
Tasks
I joined Kindo as their first UX Designer. My first responsibility was to education the Kindo business on how to be human-centred (HCD) and to use design thinking. Kindo had heard about Lean UX and were keen adopt this process. Kindo were aware of their users key tasks and the goals but wanted me to first focus on the web platform before looking at their mobile app. Kindo also wanted their internal helpdesk teams tools to be reviewed at some stage to see what potential improvements could be made.
My role with Kindo was to over see the maintaining and improvement of the full service, across back of shop internal teams, to front of shop web and mobile platforms. Much to do. Lets get stuck in.
Actions
Collaborate with Kindo's leadership in using HCD activities such as user research to inform their product vision and roadmap. Workshops were planned to collaboratively co-create our company vision and build a future experience map of the service. Kindo understood how the insights from their first ever user research could influence and shape their company's future. From this point Kindo changed from being a feature led company who replied on surveys to know their customer to one that knew their customer more intimately. The outcomes of these workshops helped us see what we need, how it all connected, and what steps we needed to take to move towards our envisioned future.
I planned and facilitated Kindo's first user research. Our primary goal was to discover who were our users, what their behaviours were, discover any pain-points and barriers. This was very much a 'eye opener' moment for Kindo as they hadn't met their customer face-to-face. These contextual studies gave more depth to their website visitor numbers and survey response data. Using tools like Askable to recruit and facilitate our conversations with customers impressed Kindo's leadership.
Using Askable for user research wasn't as financially possible for future user research. I led an initiative to build Kindo's first user research recruitment pool of participants. Using their annual survey as an opportunity to invite customers along to join the research pool.
Once we knew more about our users, we set about reviewing key tasks and goals within their larger used platform, the Kindo website. Rather then use the mobile app, users were accessing and making a purchase on the Kindo website from their mobile browser. From earlier observations, we had identified key area for improvement, constructing journey maps to help guide our next steps.
I led an initiative in building Kindo's first design system. The goal was to consistently deliver a high standard accessible experience to our users who we knew had disabilities and challenges in accessing the Kindo website.
Discover how internal help desk operators do their jobs with the aim at optimising their workflows to reduce customer complaints and response times. Experience map the teams experience and pin-point pain points and highlight areas for improvement.
Reshape the mobile app's visual experience by redesigning how the Kindo brand is represented and how it connects with the apps user interface.
Results
Kindo product team utilise human-centred design practices to help them collaborate and validate their ideas.
Kindo leadership used user research practices to inform their product roadmap.
Kindo’s users are at the forefront of their product decisions.
The Kindo website saw double the number of visitors over a longer period after we launched the redesigned key user flows.
The design system increased the pace of delivering high quality interface designs with developers and into the hands of our customers.
* No usage or feedback data on the redesign mobile app since it is still in production.
