Project Overview:

Tiki is growing with new products and services released every week to serve for an increasing number of stakeholders from customers, sellers, suppliers (either goods or services), businesses (TNSL customers)... There are multiple systems running to support each role and thus in terms of finance, the balance of each identity is fragmented.

Take the company Unicharm for example. They could operate on Tiki with multiple roles:

- Supplier: supply products (cate Mom and Child) for Tiki Trading - managed by Supplier Portal and SAP

- Seller: sell products to customers through Tiki Marketplace Platform - managed by Seller Center

- Customer: buy products from Tiki - managed by OMS

In each system, the financial liabilities (balance) of each role is managed separately even though they are under the same identity.

Problem Statement:

- Difficult for Partner to track and manage financial flow with Tiki: they have to log into different accounts in different systems to check how much money they are having in Tiki (we owe them) or they owe us and summarize by themselves

- Inconvenience: every balance must be converted into cash in the bank, then from cash in the bank to another balance, which relies heavily on internal and bank processes (could take up to 7 days) to complete. In case the seller pays for negative revenue, it takes time for the internal team to check with the bank to acknowledge the balance and update manually on the system.

- Costly: for each transaction via bank, either Tiki or Partner has to bear some cost for transferring money

Goals

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Design Process:

The framework for innovation outlines four core principles for problem-solvers to adopt so that they can work as effectively as possible.

- Put people first. Start with an understanding of the people using a service, their needs, strengths, and aspirations.

- Communicate visually and inclusively. Help people gain a shared understanding of the problem and ideas.

- Collaborate and co-create. Work together and get inspired by what others are doing.

- Iterate, iterate, iterate. Do this to spot errors early, avoid risk and build confidence in your ideas.

View the process here

Discover Phase:

Competitive Analysis

In order to get a solid understanding of how our competitors are doing in the market and to lay out a solid foundation, we did a competitor analysis which consisted of direct and indirect competitors like Shopee, Lazada, Tiktok,…

Define Phase

Created flows and Scenario

Payment Information

• The seller has full payment information
• Seller does not have any payment information: this will lead to failed payment until seller updates the payment information

Payment

Withdraw

• Withdraw Now

• Withdraw Periodically

E-invoice

Tiki will issue e-invoices for sellers once a month.

Invoice date: Last day of the month

Date to update invoices to the system for sellers: 3rd of every month

Develop

Bring ideas, design visions, or theories to a stage where they can be made tangible.

Followed the below steps in the design phase:

- Paper Sketches

- Low-fidelity wireframes with variations

- Mid-fidelity wireframes

- Sync-Up with PM

Mid-fidelity Wireframes:

Example Screen ( You can try production here)

My balance/Home

Search/Filter

Request Flexible payment

Transaction Details

E-invoices

Sync up

Agreed direction, scope (selected idea), and schedule

Deliver

• UT prep.
• UT
• Finalize design and hand-off

UT prep

Prep for recruiting and UT sessions

1. Goals & Hypothesis

1.1. Study goals

• Identifying any usability problems regardings the new design of the My balance feature.
• Identifying any usability problems regardings the new design of the Statement screen.

1.2. Usability goals

• Effectiveness
• Satisfaction

1.3. Hypothesis

• We believe that the new designs of the My balance feature and the Statement screen are understandable and that the Seller can achieve the main goals with ease.
• We believe that the My balance feature is valuable to the sellers.

2. Target personas

About the Seller

• Reputable sellers selected by the Seller finance operation team
• Top sellers in terms of revenue in the last 3 months
• Sellers with no fraud detected

About the participants

• The participant must be the person who is responsible for interacting/operating the Settlement section in the Tiki Seller center.

3. Detail plan

3.1. Plan Overview

Timeline

TASK 1 - Statement

TASK 2 - My balance summary

TASK 3 - Transaction list & transaction details

TASK 4 - Withdraw now

TASK 5 - Insufficient balance

Some info is confidential so I only show some basic info

UT

Conduct UT and identify usability issues.

Finalize design and hand-off

Update and publish the design specs to the dev. team

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