epay

Epay NZ's onboarding processes were fragmented across multiple sales channels and gift card issuing programs, creating inefficiencies and high maintenance costs. As the sole Product Designer, I led the design of a unified, self-service corporate portal to modernize the ordering experience, reduce operational overhead, and support future growth.

Challenge
The existing corporate ordering workflow was heavily manual and fragmented across internal systems:

  • High administrative effort with inconsistent processes

  • No real-time order tracking for customers

  • Poor scalability during peak seasons (Christmas, end of financial year)

  • Inefficient onboarding across multiple sales channels

Epay needed a digital-first system to streamline bulk ordering and create a consistent onboarding experience for corporate clients.

My Role
Product Designer (sole designer on project)

  • Led end-to-end design from discovery workshops through final implementation

  • Designed user flows, wireframes, high-fidelity UI, and interactive prototypes for each onboarding journey

  • Conducted usability testing and QA to validate design decisions

  • Facilitated cross-functional collaboration between product, engineering, and business stakeholders

Design Process

  1. Discovery & Research - Conducted workshops with internal teams and analyzed existing pain points in the ordering workflow

  2. User Flow Mapping - Created comprehensive journey maps for different user types and ordering scenarios

  3. Prototyping & Testing - Built interactive prototypes and tested with corporate clients to validate solutions

  4. Implementation Support - Worked closely with engineering to ensure design fidelity and quality

Results

  • $2M+ increase in total load value (Aug '23–Mar '24 vs. same period previous year)

  • 206,000+ cards forecasted via the portal in 2025

  • 1,200+ hours saved for fulfillment and support teams in 2024

  • Streamlined onboarding reduced processing time and improved customer satisfaction

Category
Website Design and Responsive Design
Client
epay
Credits
Next Chapter
Director: Jared James
UI/UX: Momo