UX Design Internship @ U.S. Bank - Elavon

Duration

Oct 2023 - Dec 2023 (Q4)

Team

Solo

Role

UI/UX Intern

Context

During my internship as a UI/UX Designer Intern at U.S. Bank - Elavon, I was responsible for refreshing the Elavon API Developer Portal's public product pages with new UI designs.

I collaborated with fellow UX designers and a graphic designers for feedback and design critiques for the iterative design process.

Current Problem

Elavon has solution engineers to support customers who wish to integrate Elavon’s API with their businesses.

The current internal dashboard encounters issues with information accessibility for solution engineers and lacks effective organization for multiple customer projects.

Solution

The design aims to provide customers with a smooth onboarding process through an easily accessible and user-friendly dashboard interface for solution engineers.

Works

Process

(Click to jump to a section)

  1. Ideation

  1. Solution

  1. Projected Impact

  1. Learnings & Next Steps

  1. Research

Enhancing the experience of solution engineers = increased customer satisfactions

With a mentor designer, we developed a customer journey map highlighting the importance of solution engineers in onboarding Elavon’s products. Improving solution engineers’ support was pivotal in enhancing customer onboarding, leading to higher satisfaction and retention rates.

Diving deeper into actual problems

Then, I conducted user interviews with the solution engineers, documenting notes to understand the current dashboard's problems experienced by solution engineers, under the guidance of my mentor designer.

Pain Points

1. Difficult to navigate and find relevant information (user credentials, API keys, etc) with the current dashboard

2. Need a better way to organize the customers’ projects

3. Want a place to manage clients’ project environments with multiple APIs because some clients may require dual integration

  1. Ideation

  1. Solution

Content Audit

Prioritized the 20% of top-performing products in sales

  • Focused on products from each category of: cleaning chemicals, cleaning equipment, cleaning supplies

  • Reviewed all existing product pages, identifying inconsistencies in descriptions and imagery.

Deliverables & Handoff

Amazon Storefront CTR (Click-Through-Rate) increase

1.8% to 3.3%

in a year after the optimization

Average Sales via Amazon Storefront increase

7.25x

a month after the optimization

  1. Projected Impact

Prioritized the 20% of top-performing products in sales

  • Focused on products from each category of: cleaning chemicals, cleaning equipment, cleaning supplies

  • Reviewed all existing product pages, identifying inconsistencies in descriptions and imagery.

  1. Learnings & Next Steps

Working as the sole designer at Janilink has been a challenging yet rewarding experience. I’ve developed autonomy and ownership over projects, which required me to learn and adapt quickly to align design solutions with business goals. This role has provided me with valuable insights into balancing user needs with business objectives, enhancing my ability to think critically about the user journey and how to design for both engagement and functionality. These experiences have prepared me to contribute meaningfully as a product designer in future roles.

Other works