Solution
In the Admin Portal (PA):
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Reload template redesigned to add to the balance instead of overwriting it.
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Added error validation with clear messages in Spanish.
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Export now excludes expired certificates.
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The gift certificate button remains visible (but disabled) for users without permissions, with an explanatory tooltip.
In the POS:
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Gift certificates are applied from the payment screen.
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Created a new screen and flow to apply certificates from the payment screen.
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Cashiers or managers can add one or more valid certificates in the same flow.
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The certificate must be saved to update the total to pay.
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If the user cancels, no changes are saved.
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Applied certificates cannot be edited outside the certificates screen, reducing errors.
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Once the information is saved, the updated total is reflected on the payment screen.
Identified problems
Product and tech identified 5 key improvements:
01
The recharge template overwrote the balance instead of adding to it.
- Admin Portal
02
The POS flow allowed incorrect application of certificates.
– POS
03
The button was hidden without permissions, causing confusion.
– Admin Portal
04
The export template included expired certificates.
– Admin Portal
05
Some error messages were in English (they were supposed to be in spanish).
– Admin Portal
Gift Certificates
We improved the usability and application experience of gift certificates to reduce errors, increase usage, and make the feature more visible.
Functional redesign of gift certificates in POS and Admin Portal.
Although the feature already existed, it had several usability issues that affected adoption and led to recurring support tickets.
There was no clear flow for applying them in the POS, nor for recharging or exporting them properly from the Admin Portal.
Teams involved: Product, Engineering, QA & Support.
Goal
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Improve the experience for both administrators and cashiers.
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Reduce support tickets related to incorrectly applied or invisible certificates.
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Increase visibility of the feature, even for users without permission to use it.
Impact
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Increased use of gift certificates.
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Fewer support tickets about misapplication, template errors, or bugs.
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Higher feature discoverability for new users.
Role
Experience design, flow definition, product use case review.
Tools
Figma, collaboration with engineering and support.
Resultado
More usability clarity, less errors and tickets, more feature visibility.