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Automotive PayBox
Touch screen with self-service payment module
Introduction and genesis.

PayBox solution for Authorized car services

Pay Box is a response to the market demand for non-contact customer service at any time of the day throughout the year.

PayBox is used for contact-free payments for servicing at authorized car dealerships.
It can work together with the KeyBox solution or completely independently.
When a user receives an invoice to be paid from a consultant, he can easily pay for it using this solution, using the payment method of his choice.

Automotive PayBox solutions

The process of designing product:

Think — discover.

Collecting product requirements and deepening industry knowledge

Workshops with the business / client (who is also the creator of the solution) and technological partners (manufacturer of readers, screens and security).
Defining business and design / product goals, problems, technological and legal obstacles. Example methods: 5 Whys, Business canvas. Protoperson. User stories.
Preparation of market analyzes and product strategy for the Polish market.

Deepening information on the processes of car showroom customer service. Participation in various stages from customer service in the showroom through the process of diagnostics and repairs in the car service. Conversations and meetings with employees, deepening information about clients, problems, obstacles or even potential ideas.

Think — ideation.

Research and analysis of non-competitive market products (Inpost, producers of digital signage solutions, e.g. self-service checkouts, ticket machines) Collection and analysis of research and workshop data. Defining real product and business goals. Defining implementation priorities and developing a product development plan.

Make — implementation.

Preparation of full personas based on research. User flows concerning not only the solution itself, but the entire customer service process along with the elements of the contact where our solution enters. Maps of systems, logic of operation and data exchange.

Design of application views. Implementation and testing of internal software and applying usability corrections. Implementation of the solution at the customer's site with onboarding for the service and showroom team. Development of test procedures for the device and their reporting system.

Learn — delivery.

Collecting feedback, comments, problems from customers and service employees.

Development of fixes, improvements and new functionalities based on the knowledge gained from the implementation:
Badly positioned code reader which caused problems for users who had problems finding it. It resulted in part from the lack of testing the solution in various positions of its installation at the customer’s place. For example, vertical mounting generated a problem with the visibility of the reader that was underneath.
Improving the touchscreen experience by changing the manufacturer and model to a better one. Same case with the QR code reader that had freezing problems.
Too poor handling of possible errors that could happen to the user.
Transaction cannot be canceled after the first failed payment.

Translating system errors from the service management software into a more user-friendly and easier perception for the user.

Main problems.

The main problems related to the implementation of the solution prototype:

Technological problems with devices: defects, software deficiencies, outdated components and sometimes a low level of quality control.

Companies selling software for managing services and issuing invoices turned out to be a problem. Each system had a different marking and invoice management system, which influenced the format of entering the invoice number by the user.

Lack of decent usability testing programs which generated a serious problem with the location of the barcode scanner. Mounting the device differently than assumed caused problems for users with finding the code reader. Therefore, it had to be replaced with a reader visible outside the device (a visible red laser means that the user knows that it is a barcode scanner).

BergOS System
A multi-level platform for managing the company's products and services