Project overview
PayProfit is a cashback application that automatically calculates returns on purchases through integration with the user's bank account. For stores, the project also includes a CRM system with advanced analytics.
My role
Research
Workshops with clients and whole team, desk research, AI research, user stories, journey maps, user flows.
design
Hi-fi mockups, simple animations complex prototypes.
html/css
Supported developers by creating static pages in html/css/js.
testing
Usability testing with clients.
Shop owners
The PayProfit project was born from an initiative by two of our product owners. They identified a real market need among smaller enterprises in the retail industry. During conversations with local shop owners, they noticed that most smaller businesses lack the resources and know-how to create their own loyalty application. As a result, they lose loyal customers to large chains that offer dedicated cashback and loyalty systems.
Shop clients
Following up on this, they reached out to customers of various shops that offer cashback. They asked whether they use the returns and if not, why. It turned out that cashback solutions available on the market are often too complicated, which makes them tedious for the average user. They require installing extensions, constantly remembering to manually enter data from receipts, or taking photos. This discourages people from using these services and limits their reach.
A mobile application offering simple, automated cashback and discounts for regular and new customer
Functional CRM, loyalty tools, and advanced analytics without the need for smaller businesses to create their own system.s.
How was the PayProfit project developed?
PayProfit was developed using the Scrum methodology. Based on an iterative and flexible process that evolved and adapted to changing discoveries and needs.
The first phase – lasting several months – involved intensive research, competitive analysis, conceptual workshops, and designing solutions in Figma. Regularly – weekly – we conducted discovery and define workshops (brainstorming, competitive analysis, personas, user stories, user flows, etc.) with clients (product owners), and depending on the topic, we also invited developers, project managers, or graphic designers. These workshops allowed us to ensure that user pain points were correctly diagnosed by the PO and discover effective solutions for them. At this stage, mockups and prototypes were also created, which we tested and discussed together with the team. Thanks to the work of all team members, we arrived at solutions that could be both business-acceptable, user-friendly, and implementable.
After launching development, the process remained iterative – each phase could lead to returning to an earlier stage (e.g., after testing, we would return to design). This enabled flexible responses to changes and new business needs. During implementation, new needs frequently emerged. These were changes in business assumptions or technical challenges that required ongoing adjustments. In parallel, product owners presented the mobile application and CRM to potential partners and recipients. This provided us with valuable feedback and inspiration for further actions.
The whole approach was based on close collaboration, flexible methodology, and quick responses to changes.
How I solved specific project needs
Ensuring a sense of security when connecting a bank account (AIS)
Already at the discovery and define workshop stage – conducted together with the PO and PM – we identified that one of the biggest entry barriers would be the moment when the user has to connect their bank account to the application. Although the integration happens completely securely through AIS service (compliant with PSD2 directive), for many users this step raised natural concerns. I suggested a series of design solutions aimed at reducing uncertainty and increasing trust:
Contextual onboarding
From the start, we informed users that the application requires connecting to a bank account, explaining the purpose and how the integration works.
Legal foundation and transparency
Through collaboration with lawyers, clear terms and conditions and privacy policy were created, which we presented in an understandable format – without legal jargon.
Clear communication at key moments
We designed transparent messages explaining the most important security issues and user rights.
Sense of control
We enabled users to fully manage connected accounts: visibility of linked accounts, ability to disconnect them at any time, and easy access to these settings from the profile level.
Simplifying the store registration process in CRM for non-technical users
When designing the CRM for store owners, one of the key tasks turned out to be simplifying the business registration process in the system, so that it would be understandable and executable even for people who don't have daily contact with technology. The process was technically necessary for automating transaction reading and cashback allocation. The stages of this process were as follows:
- account creation and SMS verification,
- one-time consent for bank account access,
- assigning a unique terminal name and performing a test transaction in the store,
- configuring basic store settings.
Initial tests with business owners that our POs reached out to showed clearly: the process was incomprehensible. Every step required additional explanation. The descriptions in the prototype were too general and didn't explain either 'what needs to be done' or 'why.' Based on team workshops and test feedback, I proposed and implemented several significant improvements:
- Instead of one general description – each step received its own clear and contextual description that explained not only 'what' needs to be done, but also 'why',
- Step visualization – in collaboration with the graphic designer, we developed simple illustrations depicting each stage,
- Support where needed – I added a visible link to each step leading directly to a related article in the help section.
Thanks to these changes, the store onboarding to the CRM became significantly more transparent. The absence of negative feedback from potential users confirmed that the actions taken were accurate and effective.
Organizing a functionally extensive application connected to a CRM system by combining user needs, business requirements, and technological constraints
When designing the CRM for store owners, one of the key tasks turned out to be simplifying the business registration process in the system, so that it would be understandable and executable even for people who don't have daily contact with technology. The process was technically necessary for automating transaction reading and cashback allocation. The stages of this process were as follows:
Referral program
As part of the referral program, I had to design a flow that contains the following relationships:
- user-user
- user-store
- store-user
This flow had to integrate with the CRM system due to scenarios involving stores. Based on the business requirements from the PO and data we managed to collect during workshops, I designed a clear referral system. It assumed operation based on sharing unique codes. This solution made inviting people to one's network simple for users and easy to implement. Both stores and users could share their unique codes. To eliminate potential abuse, we introduced limitations such as:
- one user can enter only one code,
- the code can be changed only after 365 days,
- to use the program you must have your PayProfit account connected to a bank account.
My forest
The business requirements from the PO assumed promoting an ecological lifestyle, which is why the idea for the 'My Forest' module was created. After each transaction, part of the cashback goes to a special wallet from which the user can finance tree planting. Trees are actually planted by a partner foundation.
- Initially, the program was based solely on statistics – number of trees and CO₂ reduction. The question was how to activate and encourage customers to use 'My Forest.' I suggested adding gamification in the form of ranks that users earn for planting trees. The ranks, inspired by characters from Slavic mythology, were designed together with the graphic designer after several iterations – in line with the PO's vision to reference local tradition.
- An important element was designing a simple system for transferring data to the foundation. I created a plantings panel (located in the administrative panel) that enables quick sending of information about trees purchased by users. The foundation, after logging in with the received code, can complete data about planting locations. After approval by PayProfit admins, users receive information about where their trees are growing.
Reservations and orders
During the project's development, an additional requirement from the PO emerged: implementing a service reservation and product ordering system. The functionality had to be efficiently integrated with the existing application and CRM designs.
- At this stage, my collaboration with the development team proved very important to adapt the design to the existing architecture and save time – a crucial resource in our small team.
- Based on team workshops, competitive analysis, and industry standards, I designed a simple, intuitive system for customers and an extensive CRM panel. Store owners could manage their offerings, products, employees, and their schedules.
- To ensure smooth experience, I designed an SMS notification system. Employees received messages about new reservations or orders, and customers were informed about order status or appointment changes. Employees also had the ability to edit their schedules and manage appointments.
- The inspiration came from applications like Booksy and Glovo. The whole system was designed consistently with the rest of the system – using previously developed UI components, which ensured aesthetic and functional consistency.
What was achieved?
Despite dynamically changing requirements, I managed to – in collaboration with the team – design solutions that met the expectations of users, PO, and developers. I based every design decision on solid arguments, often formulated with limited access to data. As the sole person responsible for UX/UI, I created a system that not only addresses real needs of the cashback market, but is also visually cohesive – thanks to a continuously developed component library that I built in parallel with the project.
