Payments

Build on-demand and live video subscription channels.
Role
  • Interface design
  • UX design & flows
  • Prototyping
Deliverables
  • Admin web app
  • Customer account system

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.

Process

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.

End Users

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:

  • Clear purchasing options and prices
  • A quick and painless checkout process
  • Mobile- and touch-friendly interface
Admin Users

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.

Sales & Marketing
  • Organizing content into subscription packages
  • Determining pricing structures for products across different markets
  • Geo-fencing content to comply with licensing deals
  • Analyzing sales trends - new customers, sales, refunds, etc
Customer Service
  • Helping customers troubleshoot issues with their order
  • Issuing refunds or cancellations
  • Manually selling products to customers
Interface

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.

Customer Experience

A simple checkout experience gets the customer watching video faster.

A complete customer experience with email notifications and self-service accounts.

Admin Experience
PACKAGE VIDEOS

Smart filters make it simple to target content to include or exclude in a product bundle.

Set a Price

A flexible setup to specify how a product will be offered to customers - establish price, subscription period, when and where it’s available.

CREATE options

Set up multiple offers on a product for different subscription periods, pricing structures, currencies, and regions.

CUSTOMER SERVICE

View a customer’s current and inactive subscriptions and associated transactions. Easily add or cancel products on a customer’s behalf.

TRENDS & PERFORMANCE

Glimpse overviews and recent customer activity.

CHECK THE NUMBERS

Detailed records with a clear delineation between the customer’s charges and seller’s profits.

Lessons learned

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.