To enhance the customer experience, FLASH is leveraging their advanced License Plate Recognition (LPR) technology to detect when a returning customer enters and exits a parking facility. This means that drivers no longer need to go through the hassle of manually initiating their reservations or making a payment.
Our primary objective is to provide drivers with a truly intuitive and seamless Express Pay activation process. We aim to minimize the number of steps required to activate the service and only request essential information. By enabling this feature, we're making the payment process more effortless and hassle-free for our valued customers.
With this new technology, our customers can simply drive in and out of the parking facility without worrying about the payment process. This helps us to provide a parking experience that is both convenient and stress-free.
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The Express Pay activation experience today requires users to provide extra information and take additional actions, creating a longer activation process. The overall design is not as user-friendly or convenient as it has the potential to be. Streamlining the flow and modifying the design would enhance the user experience.
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As we completed this analysis, we needed to explore how we might leverage phone number authentication, different input methods, ways to store and edit user information, and possible patterns for feature introduction.
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This flow outlines the two distinct methods for initiating the express pay activation process, the three potential user scenarios, and the two main routes users can take to complete the activation process and exit. Highlighted is the new user flow.
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To better understand how Express Pay could be integrated into the existing product, we explored the work of other designers who have been involved in the ParkWhiz redesign efforts.
As we examined existing payment flows created in the redesign process, we explored design patterns to enhance the Express Pay payment flow.
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Understanding the design patterns and standards of the new and evolving ParkWhiz design system will aid in contributing towards aligning with it.
This screen serves as an introduction to the Express Pay feature of ParkWhiz to enable users to initiate the activation process, and can be accessed either by scanning an Express Pay QR code at a facility or by selecting the Express Pay tab within the ParkWhiz app.
Thinking about the introduction screen as a subscription plan selection screen by using a similar pattern could help give more visibility and emphasis to the Express Pay feature and its benefits.
Emphasizing the key benefits in fewer words and giving users a quick glance at the value may make Express Pay appear more compelling to users.
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By not only streamlining the introductory text and description, but exploring visual elements like illustrations and icons, we aimed to create a more polished experience.
The express pay activation flow should have screens that are clear and concise, with minimal information requested from users. The process should be designed to be completed quickly and easily by any user.
By collaborating with Engineering and Product Managers, we identified the required information and designed a user flow that minimizes the number of steps for new users to provide it.
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By using saved information from returning users, we can simplify the activation process and minimize the required steps and actions. They can also edit their existing information if needed.
Analysis of onboarding flows revealed that more context and interaction components were necessary. Adding a step indicator would establish visibility of system status, and adding a "skip" action would allow user control and freedom, improving usability.
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This selection function is utilized on the vehicle and payment method screens during the Express Pay activation process, ensuring that users can quickly and easily choose their preferred option, which will be displayed clearly.
After examining different methods of displaying radio button selections, we concluded that a simpler style would be better. This creates a cleaner look while still allowing users to identify the currently selected item with ease.
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Express Pay only requires payment information once during activation. By adding mobile pay as a preferred payment method, users can skip manual entry of card information, resulting in a quicker and more convenient experience.
Once the user has selected a payment method during the activation flow, it will become their default payment method. Users can modify payment methods in account settings if they wish to make any changes or updates, including setting a new default.
By using a label that is prominent but does not appear clickable, users should be able to identify which payment method is their default at the surface level, to avoid the need to tap in further to find that information.
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There are multiple options when setting a new default, but the most effective approach may involve using a pattern that could apply to other use cases. Additionally, if editable components of a payment method are within the same section, it can result in an efficient editing experience.
There must be a space to present the Express Pay feature to provide existing users the ability to either activate it or check their activation status.
To provide users with relevant context, it is most suitable to display the status of Express Pay within an existing payment methods page, considering it as a payment tool. Integrating Express Pay settings with the standard account settings, instead of creating a separate screen, can avoid confusion for users.
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Nielsen Norman Group notes that status feedback is crucial to the success of any system, so we determined that adding an activation status label, eliminating the need for users to tap deeper to obtain this information, would satisfy this.
The proposed Express Pay activation solution would help achieve primary objectives and resolve identified project problems. The solution decreases the user's effort, aligns with the product's intended purpose, better communicates its value, simplifies the overall flow and design, and improves the entire experience.
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This user flow exemplifies how a new user or a returning user who is either logged in or logged out may experience the Express Pay activation flow.
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