When Italian football club AS Roma joined the Boxxspring platform, we were tasked with developing a live streaming and subscriptions platform to support paid access to their live matches & on-demand video.
We needed to create an administrative app that combined the creation of sellable products, customer management, and transaction records all in one place - and it had to be understandable for the different types of people who need to use it.
We also developed the end-user interface that allows customers to select and pay for the content they want.
I found myself starting with the customer-facing experience and working backward to the admin tool. Once the customer's needs and expectations are understood, the full scope of the management tool can be more effectively constructed.
I researched competing or analogous products to find patterns in customer expectations in e-commerce - specifically when purchasing video or other digital goods. Eliminating drop-off points was a key point to success. That meant:
It's vital to understand and deliver the tools a seller needs to effectively manage their services. I performed competitive research in the sectors of shop management, bookkeeping, and customer service.
Moving away from the editing-focused CMS side of Boxxspring, Payments required new interface patterns that were optimized to display detailed records of data while staying compatible with the established interface.
Building the Payments App was an incredible opportunity and a greatly successful launch. Not only did we add a very valuable feature to our arsenal, we built it in a smart, sustainable and flexible way to optimize growth and attractiveness for future customers and different uses.