PenCentral Redesign
Background
When I joined PenCentral as the Lead Designer, I brought experience in simplifying complex financial processes, but addressing the unique challenges faced by Nigerian finance and HR professionals in pension remittance was an entirely new adventure. Unlike other industries, pension management involves rigorous compliance, sensitive data handling, and busy professionals who have little time for inefficient systems.
My goal was clear: to revamp PenCentral into an intuitive, trustworthy, and efficient platform that significantly reduced user frustration and operational errors.
Project Scope
In Nigeria, pension remittance was a cumbersome and error-prone task, involving manual data management, complex compliance requirements, and tedious user workflows. HR and finance professionals often spent hours navigating confusing interfaces and managing errors that delayed critical remittances.
Our mission was to transform PenCentral into a user-centric platform that:
Simplifies complex data management tasks
Enhances navigation with intuitive workflows
Significantly reduces errors with improved UX
The ambitious aim was to simplify a previously difficult process into a smooth and error-free user experience, significantly easing the lives of busy professionals.
My Role
Conducted detailed user interviews and surveys with finance and HR professionals to identify pain points.
Streamlined complex workflows with clear and intuitive interfaces, significantly reducing cognitive load.
Developed detailed prototypes in Figma, allowing users to test and provide feedback iteratively.
Worked closely with another product designer, software developers, and a product manager to align user needs with technical possibilities and business objectives.
Created a comprehensive design system to maintain consistency, speed development, and ensure scalability.
Research & Insights
User Interviews & Surveys
Engaged directly with finance and HR professionals to pinpoint critical areas for improvement, revealing key pain points:
- Complex and inefficient data management
- Difficulty navigating the outdated platform
- Frequent and costly user errors due to unclear interfaces
Competitor Analysis
Reviewed similar platforms to identify gaps and opportunities for innovation, ensuring PenCentral's solution stood out by effectively addressing these pain points.
Challenges & Solutions
Challenge one: Error-Prone Interface
Challenge one
Error-Prone Interface
High error rates due to poor UX writing and unclear workflows.
Solution
Implemented confirmation modals, clear labels, and intuitive user flows, significantly reducing errors.
Challenge two: Outdated and Inconsistent UI
Challenge two
Outdated and Inconsistent UI
The original user interface was visually outdated, inconsistent, and contributed to user confusion and dissatisfaction.
Solution
Created a modern design system, visually appealing interface with consistent UI elements, clear typography, and structured layouts, significantly improving usability and user satisfaction.
Challenge three: Complex Data Management
Challenge three
Complex Data Management
Users faced overwhelming complexity in managing large volumes of company data.
Solution
Designed simplified data entry and management workflows, utilizing structured interfaces and clear visual hierarchies to enhance clarity and ease of use.
Challenge Four: Busy Professional Schedules
Challenge four
Busy Professional Schedules
Users' tight schedules made it challenging to schedule research sessions.
Solution
Conducted flexible remote interviews and asynchronous surveys, ensuring comprehensive insights without disrupting users' workflow.
Challenge Five: Regulatory Constraints
Challenge five
Regulatory Constraints
Compliance requirements demanded precise handling of sensitive data.
Solution
Worked closely with developers and compliance experts to ensure designs met stringent regulatory standards while remaining user-friendly.
Process & Iterations
Ideation & Early Designs
Collaborated closely with stakeholders to map initial workflows and create user-centric wireframes.
Prototyping & User Testing
Rigorously tested each iteration, refining based on direct user feedback. This iterative process was pivotal in ensuring the final design met real-world user needs.
Results & Impact
The redesign delivered remarkable results:
- Remittance Volume: Increased dramatically from $4M to $10M within six months.
- Error Reduction: Error rates decreased by 40%, enhancing reliability and user confidence.
- User Growth: User base expanded by 60%, driven largely by referrals.
- Retention Rate: Improved significantly to 72%, showcasing strong user satisfaction
"Before onboarding PenCentral, resolving cases of mismatches and incorrect data was daunting. PenCentral efficiently handled complex remittances, turning it into my go-to platform. I now confidently recommend it to fellow HR professionals."
Takeaways & Reflections
The redesign delivered remarkable results:
- Enhanced my ability to design intuitive solutions in compliance-heavy industries
- Developed strong cross-functional collaboration skills
- Learned the value of iterative and user-driven insights
- Recognized the critical role of UX writing in significantly reducing user errors
- Understood the importance of involving the entire team in the creation and implementation of the design system.