EYCA Europe
Creating a CRM solution, including a mobile application for 8million users
Scope
Wireframes
User flows
Information Architecture
Mobile App UI
Interaction Design
Prototype
Timeline
Oct 2023 – May 2024
Tools
Figma
Ai, Ps
Jira
Team
Development
Aldin Desic, Jelena Puletic, Nikola Djukic, Nikola Ivanovic, Nikolina Sikmanovic, Pavle Cvorovic
PM
Nemanja Nikolic
Summary
Our client, the European Youth Card Association was in need of a software solution that they can offer to their partner countries, where their discount cards are available but no national mobile application was developed for its users. This is why they were looking for a customizable solution that doesn’t only follow their youth-oriented brand on a User Interface level, but which also supports international use by following a multi-language model and a non-country-specific approach. With 8 million cardholders across Europe, the stakes were high to create a seamless mobile and web experience.
Impact
We created an application for 8M cardholders across Europe, which has the potential to serve each of them as potential clients, as well as handle upscales in the future. UXR will need to be conducted by our client to ensure a continuous business growth with our solution.
Problem Statement
EYCA Europe have had problems managing its multiple national mobile apps, while they couldn’t offer a centralized solution. Problem statements were made by our client:
"Our Cardholders need more flexibility when moving from one European Country to another."
"Our CRM has to be multilingual and customizable"
"We need to offer a solution to countries that can't/won't afford to develop their own mobile application for its users"
The product needed to serve both card holders (mobile application), as well as country-level administrators that define discounts, news, and promotions in their region. Additionally, EYCA master admins had to have a top-hierarchy access to the system.
Users and Audience
The European Youth Card Association is offering discounts to students across Europe, so our target audience was easy to define: young adults (16-30 yrs) that live or study in European partner countries of EYCA.
Design Process
Information Architecture, Maps, and Wireframes
In the first phase of the design process, crucial aspects of the 2 systems, their interaction and their overlaps had to be defined. According to our project documentation, we created maps for possible user flows to define the actions of the 2 systems, all while keeping essential characteristics of the systems in mind, like multi-language support, age restrictions and flows of acquiring student cards.
As we were under a tight deadline, the wireframes and maps were created simultaneously and checked for technical feasibility at the same time.
UI
After this, we quickly moved to the UI phase and tested out multiple UI presentations in-house to come to final decisions, although the interface specifics in this phase were still kept fluid to focus on ruling out any friction left in user flows. Once all modules of the mobile app were defined and UX decisions were finalized, our focus shifted to the visual representation of the EYCA brand through the admin panel and mobile app.
While the Admin Panel's interface was made with Vuetify and brand-related customizations, the mobile app got a fully custom look, following tightly the Visual Identity and Brand Documentations of our client.
Prototyping
Per client request, we didn’t involve them in technical decisions until this phase, as they wanted to see a working prototype soon after accepting the offer. This was the first checkpoint for our client to give feedback, request additional features and challenge interface decisions. After the mobile app prototype and the initial AP interface were introduced and we received feedback on them, we were focused on finalizing unfinished touches and integrating client requests into the systems.
Result
While the prototype was continuously updated according to development needs, additional features (i.e. implementing a custom forum with age restrictions, and a news module with blog articles about or written by EYCA) were added to the application. Later the flows that required the interaction of the mobile app and admin panel were teste, as well as both applications separately. Currently, we are releasing the Android and iOS versions and will monitor user feedback about them to implement further improvements.
View more case studies
Ambages Design 2024