Overview
During the pandemic, Onvi needed to support hospitality merchants affected by lockdowns and government schemes like "Eat Out to Help Out." At the time, discount vouchers were created manually by Customer Success Teams, which was neither scalable nor efficient.
As a product designer, I contributed to the design of a self-serve voucher builder that allowed merchants to create and manage discounts independently. The tool aimed to boost restaurant visits, support staff incentives, and reduce pressure on internal teams. I collaborated with the PM and senior designer, and focused on turning user needs into a clear and flexible experience across desktop and responsive web.
Product challange
Merchants had no way to create or edit discount vouchers on their own. The process relied on manual support from the Customer Success team, which was time-consuming, prone to delays, and unable to scale as demand increased during government campaigns like “Eat Out to Help Out.”
At the same time, the business was rebranding from WI5 to Onvi with a new team and evolving design system, prompting a rethink of core tools across the platform.
My approach and methods
I contributed across the end-to-end design process, from understanding merchant needs to delivering a responsive, self-serve voucher tool.
Understanding the problem
I reviewed internal documentation and spoke with the team to understand how vouchers were being created manually. This surfaced issues around delays and limited flexibility for merchants.
Process review · Internal alignment
Product before the rebrand and improvements
Preparing for user interviews
Understanding users
I partnered with our PM to interview Customer Success and merchant users. We identified friction in the setup process and what merchants needed to manage vouchers confidently.
User interviews · Competitor analysis
Improving the application experience
I translated research into flows and designed key parts of the voucher builder — including naming, discount setup, availability, and preview. I designed for both desktop and responsive web, keeping the experience clear and adaptable.
Product design · Component library
Re-thought voucher flow
User testing
Iterating and delivering
I delivered final UI for the areas I owned, captured edge cases like expiry and naming rules, and worked with developers through implementation. I also supported user testing, gathered feedback, and helped assess how well the tool met merchant needs.
User testing · Implementation support
A new way to manage and publish vouchers
I redesigned the voucher experience to help merchants easily create, edit and publish discount vouchers without relying on manual support. I replaced the old setup with a guided builder that made voucher types, usage rules and scheduling clearer and easier to manage.
This work was supported by a visual and functional redesign, along with updates to the Live Orders view that surfaced active vouchers so merchants could see which orders had discounts applied in real time.
Redesigned voucher builder
Live orders management
You might also like
Accurx・2024
Reducing No-Shows Through Smarter Appointment Amendments
Streamlined how NHS clinicians and patients manage appointment changes.