label editor

Label editor for Lightspeed R-Series retail merchants

 

context

Retail merchants complain about dated looking labels and the lack of ability to adjust and customize labels to suit their businesses. Lightspeed offered some labels by default, but there is no ability to preview these labels before printing or to customize them. The only way of changing these labels was by way of editing lines of code, causing a lot of frustration for merchants and many calls to customer service.

Feedback at LS Community page

Default label printing - dated styling and hard to scan information

To customize labels, merchants faced this code heavy UI

 

the goal

To offer merchants the possibility of easily printing labels that suit their products and their business.

How will we know if we succeeded? By reducing the number of Zendesk tickets related to adjusting label layout by over 50%.

the team

  • Product Manager

  • 2 Full stack developers

  • 1 Front end developer

  • Quality tester

  • Content writer

  • Product designer (me)

 

My contribution

 

weekly co-creation sessions

The most enjoyable aspect of this project for me was how we could arrive at the best solution together - the first iterations by both design and by developement were really poor compared to what we arrived at when collaborating. We did this by creating a safe space to share and collaborate, meeting every week with the PM and the Tech Lead to align on requirements, and with the full team to review designs and iterate on them together. Customer support was instrumental in helping us get user feedback during internal and Beta testing.

 

We first reviewed existing flows for label printing

 

First Iteration by Developers

First iteration by Product Design

 

Iterating and moving up in fidelity

 

New WYSIWYG editor lets merchants customize and preview their labels

 

This project was a great chance for me to learn to create components using Variants in Figma

A visual editor that would let merchants preview templates of their labels, and choose one to customize.

 

results

“This is exactly what we were looking for. It’s hard to quantify the time saved, but
questions about label support now have a simple and straightforward answer instead of a long explanation about print templates and how we cannot suppport them”
— Hudson (Escalation team)

Customer calls related to adjusting label layout reduced by over 50%.

 

feature adoption

For feature adoption, we announced the feature on Intercom and our monthly newsletter. Also by tagging the feature with a small “new” tag on the Settings section.

Adoption - First Week