Research & Design @ Elavon

During 4-month internship at Elavon, a subsidiary of U.S. Bank, I applied usability evaluation and user research to improve two B2B payment tools.

Role

UI/UX Designer Intern

Project #1

Heuristic Evaluation on Payments Insider

Payments Insider helps businesses to manage their payment processing, track sales and fees, and gain actionable data.

Payments Insider helps businesses to manage their payment processing, track sales and fees, and gain actionable data.

Team

Me, UX Designer, Senior UX Designer (mentor)

Tool

Google Docs, FigJam

Context

Goal

Identify usability issues in Payments Insider and recommend design changes

Identify usability issues in Payments Insider and recommend design changes

Identify usability issues in Payments Insider and recommend design changes

What I did

  • Conducted a heuristic evaluation using Nielsen’s 10 Usability Heuristics with screenshots and annotations

  • Collaborated with mentor to present findings to product and engineering teams

  • Conducted a heuristic evaluation using Nielsen’s 10 Usability Heuristics.

  • Created a document with screenshots, annotated issues, and prioritized fixes.

  • Collaborated with mentor to present findings to product and engineering teams.

  • Conducted a heuristic evaluation using Nielsen’s 10 Usability Heuristics with screenshots and annotations

  • Collaborated with mentor to present findings to product and engineering teams

Heuristic Evaluation: (What are usability heuristics? - click here)

Key Findings & Suggestions:

  1. Identified four key usability themes: status visibility, error handling, navigation, and visual consistency

  2. Recommended actionable solutions for every issue

Reflection

Addressing these usability challenges would boost user confidence, cut navigation errors, and make the dashboard behave as users expect, which is crucial for fast payment tasks. This process improved my skill in spotting usability issues and sharing clear recommendations.

Project #2

User-Centered Design for Internal Dashboard

Team

Me, Senior UX Designer (mentor), Product Manager, Engineer

Tool

Figma, FigJam, React.js

Context

Users

Solution engineers supporting customers who wish to integrate Elavon’s API with their businesses

Software developers who are considering to use Elavon's APIs in their products and/or services

Problem

Existing dashboard suffers from hard-to-find information and disorganized project management

Software developers who are considering to use Elavon's APIs in their products and/or services

Goal

Design an intuitive dashboard for solution engineers to streamline customer onboarding and improve satisfaction and retention

Software developers who are considering to use Elavon's APIs in their products and/or services

Process

  1. Research & Pain Points

  1. Wireframe

  1. Design & Prototype

  1. Research & Pain Points

I collaborated with my mentor to map the customer's journey during product onboarding. This showed improving solution engineer’s workflow could directly boost customer satisfaction and retention.

Then, I documented user interviews with solution engineers to uncover pain points.

I collaborated with my mentor to map the customer's journey during product onboarding. This showed improving solution engineer’s workflow could directly boost customer satisfaction and retention.
Then, I documented user interviews with solution engineers to uncover pain points.
I collaborated with my mentor to map the customer's journey during product onboarding. This showed improving solution engineer’s workflow could directly boost customer satisfaction and retention.
Then, I documented user interviews with solution engineers to uncover pain points.

Pain Points from Solution Engineers

1. Hard to navigate and locate key project details (user credentials, API keys, etc)

2. Lack of a clear, holistic view to manage multiple projects

3. No central place to manage customer environments with multiple APIs or dual integrations

  1. Wireframe

To address the pain points, I brainstormed Project List and Project Details pages design and created wireframes.

  1. Design & Prototype

Categorized Project Details and clear Project List for easier project management using reusable components

elavon.dashboard.com

elavon.dashboard.com

Projects List prototype built with React.js

Reflection

  • Improved dashboard clarity and usability for solution engineers, supporting the team’s next design iteration.

  • Strengthened my skills in research-driven design and prototyping with React.js