Introduction

Through collaborative efforts, we aimed to enhance Herbalife's Cash Register application and software, empowering users with intuitive solutions that drive success and growth within the Herbalife community. This initiative underscored our commitment to innovation and customer satisfaction.

Herbalife's Cash Register Application serves as the primary POS (point of sale) tool for sales transactions in their Nutrition Clubs. It efficiently manages menus, processes orders, handles payments, and organizes contacts. This essential component of Herbalife's e-commerce platform supports Distributors, Club Owners, and Operators. Currently, the application is operational in various locations, including the U.S. Mainland, Puerto Rico, Mexico, India, Brazil, Peru, Colombia, and Chile, with plans for future expansion into additional countries. Overall, Herbalife strives to streamline operations, enhance customer experiences, and maintain high standards of quality and efficiency across its global network of stores.

Problem Statement

Our primary goal was to address key areas for improvement within Herbalife's Cash Register POS software. This included updating payment options to ensure a seamless checkout experience, creating a centralized hub for easily switching card readers, and enhancing the user flow for operators. Additionally, we aimed to test and implement a new navigation system based on further enhancements. By focusing on these critical updates, we sought to streamline operations and improve the overall user experience for Distributors, Club Owners, and Operators within the Herbalife community.

Role

UX Design Manager / Lead Designer

I led a team of designers and researchers committed to enhancing Herbalife's Cash Register POS Application. We focused on gathering user feedback and conducting thorough testing to improve user flows and functionalities, ensuring they aligned with customer needs and business objectives. As Lead UX Designer, I was pivotal in developing interactive prototypes, integrating micro animations, introducing new design patterns and components, and refining our core design libraries. Our efforts aimed to streamline operations and enhance the user experience for Distributors, Club Owners, and Operators.

Business Objectives

• Update Payment Options: Implement a diverse range of modern payment methods to enhance the customer checkout experience and improve transaction efficiency.

• Create a Centralized Hub: Develop a centralized system for easily switching card readers and managing payment devices, simplifying operations for users.

• Enhance User Flow for Operators: Streamline the user interface and navigation for operators to facilitate quicker order processing and minimize delays.

• Test New Navigation Enhancements: Explore and implement a refreshed navigation system to improve usability and ensure a more intuitive experience for all users.

  By achieving these objectives, we aim to elevate the overall functionality of the Cash Register POS Application, driving customer satisfaction and operational efficiency within the Herbalife community.

Challenges

• Outdated Backend Systems: Limited functionalities of legacy systems hindered the implementation of desired updates.

• Aging Design System: Required the development of new patterns and components while maintaining consistency with existing aesthetics and user experience.

• Balancing Innovation and Continuity: Navigating the need for modernization while ensuring alignment with the established system made it challenging to achieve our business objectives.

• Resource Constraints: Limited resources and capabilities restricted our ability to effectively execute enhancements across the platform.

Results

• Enhanced Payment Options: Successfully integrated a diverse range of modern payment methods, improving the customer checkout experience and increasing transaction efficiency.

• Centralized Hub Implementation: Developed a streamlined system for easily switching card readers, simplifying operations for users and reducing downtime during transactions.

• Improved User Flow for Operators: Redesigned the user interface and navigation, allowing operators to process orders more quickly and minimizing delays, which led to higher customer satisfaction.

• New Navigation System Testing: Launched a refreshed navigation experience that significantly improved usability, making it more intuitive for users and enhancing overall engagement.

• Consistent User Experience: Maintained alignment with established aesthetics while introducing new design patterns and components, ensuring a cohesive look and feel across the application.

• Increased Operational Efficiency: Addressed the challenges posed by legacy systems, resulting in a more responsive and adaptable POS application that better meets the needs of Distributors, Club Owners, and Operators.

Duration

The project spanned over four full springs.

Team

Manager & Product Designer Lead - Raf Gonzalez
UI Designer - Cesar Olguin
UX Research - Joe Mangini
Product Owner - Tunji Oke
Business Manager - Alejandro Aguayo
Functional & Dev Manager - Devendra Singh
Director - Ken Oelerich