Introduction
Hubtel, a leading digital payment service provider, aimed to improve the onboarding and integration experience for developers using its APIs. The existing Developer Portal had issues with usability, clear access controls, and comprehensive documentation, resulting in barriers for developers and business users. This case study outlines the process and impact of redesigning Hubtel's Developer Portal, making it more accessible, informative, and user-friendly.
Project Goals
- Develop a structured, easy-to-navigate platform with clear roles for different user types.
- Simplify the onboarding process for seamless integration.
- Provide robust documentation and support tools to assist developers effectively.
Process & Solutions
1. Research & Analysis
- Stakeholder Interviews: Engaged stakeholders, including Product Managers, Developers, and Business users, to understand pain points and requirements.
- User Feedback: Collected insights from surveys and questionnaires to address specific issues with the current portal, including difficulties with role-based access and API documentation.
- UX Audit: Identified usability issues within the existing portal and prioritized them for improvement.
2. Design & Development
- User Flow Redesign: Created clear pathways based on user roles (Consumers, Merchants, RSEs) for improved onboarding and navigation.
- High-Fidelity Prototypes: Developed detailed prototypes to visualize the enhanced portal layout, ensuring it aligned with user needs and business goals
- AI Chatbot: An AI-powered assistant enables users to search for information, troubleshoot issues, and answer common questions related to API documentation, reducing dependency on direct support.
- Real-Time Updates: Changes in API documentation are instantly reflected, allowing developers to stay updated without downloading PDFs.
- Iterative Testing: Conducted usability tests with target users, refining designs based on feedback to enhance clarity and functionality.
The new landing page offers clear navigation for both personal and business users.
Custom login options designed for both Personal and Business users.
Unified API access lets developers efficiently browse, test, and integrate services with ease..
An AI-powered assistant helps users quickly find information, troubleshoot, and answer API questions, reducing reliance on support..
Outcome
The redesigned Developer Portal achieved significant improvements:
- Streamlined Onboarding: Faster and easier integration for all user roles, leading to a 50% increase in user retention.
- Improved Documentation Access: A structured, searchable system allowed users to find API documentation efficiently.
- Reduced Support Dependency: Integrated features, like the AI chatbot and community forum, helped users solve issues independently, reducing support queries by 35%.
- Enhanced User Satisfaction: Positive feedback from developers highlighted the portal’s usability and comprehensive information, contributing to a 20% revenue increase from businesses using Hubtel's APIs.