Summary

MYOB is expanding its ERP billing system and part of the job is to create a design solution that integrates with modern payment system, Stripe. Since I have an extensive knowledge with Stripe, I was pulled as a part of the team to curate a design solution, test and validate to mitigate risks before the development.

Problem Statement

Despite the scale of MYOB ERP systems, we continue to receive feature requests, such as integrating additional payment providers outside our current stack. Before embarking on this major project, our delivery team ensures that each enhancement provides real value to our users.

Solution

Before launching the product feature, I designed a comprehensive service blueprint outlining the end-to-end scope of the project. I wrote user stories for each phase and integrated them into our ticket backlog. The process began with a workshop to gather requirements from both partner and technology perspectives, merging these insights into a unified artefact. Additionally, I conducted usability testing at each phase to mitigate risks and ensure alignment with the blueprint.

In all design process I do, I always start with the contexts(business and technology context) this is to ensure that in every steps of design, we know what are the technical limitations and the business requirements to make sure that we understand how much design work is needed on each steps.

In a complex system like MYOB ERP, One of the main technique I used to build a good design solution is to plot the existing journey and get each touchpoints where the UX improvement in each phases will take place.

This is where I re-implement my process. As shown above, I always structure my work to be usability testing-ready, optimizing it for my workflow. This approach allows me to collaborate effectively with UX researchers, giving them a clear understanding of the solution’s journey before testing begins.

The most significant aspect of my work extends beyond design and testing—it’s about curating a comprehensive service blueprint for the existing system and embedding the solution. This blueprint maps out every step from delivery to design and development, becoming a key asset for the entire delivery team. It has fostered better collaboration and created a more positive working environment throughout the process.