Delivering Opportunities
Analyzing and streamlining the franchise application process so that users can feel supported during this major milestone of their lives.
Sample Prototype
Project Information
Client
The UPS Store
Industry
Retail and Franchising
When
2024 - 2025
Role
User Experience, Web Design, Product Design
The Client and Request
The UPS Store provides retail shipping, postal, and business services throughout the nation. Their request was to improve the online application process to own a store location and become a franchisee, currently used by all new applicants and existing franchise owners. It’s also used to manage renewals, and to upload various files to operate a franchise.
Process
The existing process was reviewed with internal CRM and Development teams. I led five different stakeholder interviews with various franchise owners, new applicants, and The UPS Store internal staff.
Identified Stakeholder Interview and Client Issues
- Users creating duplicate applications (Priority)
- Files being uploaded incorrectly, requiring staff to remove/fix
- Co-applicant process is confusing to users
- Users want better communication on application progress
Afterwards I created a presentation on the user journey, summarized interviews, and prioritized updates based on expected effort and impact.
Simplified user journey contains multiple steps, forms, and file uploads
Execution
Wireframes were quickly sketched, and every step was designed out to demonstrate the user experience and address known issues. They can be distilled into three pages: Dashboard, Application, and Confirmation.
Dashboard
The dashboard was updated to be more functional, immediately allowing users to create or select existing applications and providing additional information below.
Dashboard Updates:
- Central location for all applications
- Ability for users to delete unsubmitted applications
- New color-coded status text so users know when action is needed
- Added representative contact info, tutorial video, and webinars & events calendar
GIF comparing existing and proposed dashboard designs
Application
To reduce confusion, applications are more linear and ‘self-contained’ by housing their relative file upload and co-applicant process. Users can now add their co-applicant within the same experience instead of the existing process of being asked to exit and locate the form elsewhere.
Application Form Updates:
- Refreshed UI and legibility
- Simplified step tracker and added color-codes
- Reorganized questions and sections based on context
- Adjusted file upload process so users only upload specific files at specific steps
Sample Prototype
GIF showing existing and proposed form and file uploads
Submission
The submission page reassures applicants their information was received and updates their application status. It details the next step, as well as offers downloadable materials and links to resources to prepare so that users feel supported throughout the process.
Submission Page Updates:
- Confirms information and updates application status
- Provides clear next-step instructions
- Includes downloadable documents and helpful materials
Example of proposed submission page, later in the process
Conclusion and Thoughts
This project was fantastic to work on and reaffirmed my interest in UX design. Researching and dissecting a complicated process and connecting with real users in interviews were very impactful in my own understanding of what I can offer the world through design.
Unfortunately I wasn’t involved to completion, but I hope to get involved with more of this type of work, whether it stays UX/UI focused or eventually turns a more product design route. It’s very satisfying to iterate and improve something, especially when it has a positive impact on people’s lives such as giving them a career and a future. It’s a win-win!
Back to Top
email: contact@troy-stone.com
phone: (304) 545-1061
Delivering Opportunities
Analyzing and streamlining the franchise application process so that users can feel supported during this major milestone of their lives.
Sample Prototype
Project Information
Client
The UPS Store
Industry
Retail and Franchising
When
2024 - 2025
Role
User Experience, Web Design, Product Design
The Client and Request
The UPS Store provides retail shipping, postal, and business services throughout the nation. Their request was to improve the online application process to own a store location and become a franchisee, currently used by all new applicants and existing franchise owners. It’s also used to manage renewals, and to upload various files to operate a franchise.
Process
The existing process was reviewed with internal CRM and Development teams. I led five different stakeholder interviews with various franchise owners, new applicants, and The UPS Store internal staff.
Identified Stakeholder Interview and Client Issues
- Users creating duplicate applications (Priority)
- Files being uploaded incorrectly, requiring staff to remove/fix
- Co-applicant process is confusing to users
- Users want better communication on application progress
Afterwards I created a presentation on the user journey, summarized interviews, and prioritized updates based on expected effort and impact.
Simplified user journey contains multiple steps, forms, and file uploads
Execution
Wireframes were quickly sketched, and every step was designed out to demonstrate the user experience and address known issues. They can be distilled into three pages: Dashboard, Application, and Confirmation.
Dashboard
The dashboard was updated to be more functional, immediately allowing users to create or select existing applications and providing additional information below.
Dashboard Updates:
- Central location for all applications
- Ability for users to delete unsubmitted applications
- New color-coded status text so users know when action is needed
- Added representative contact info, tutorial video, and webinars & events calendar
GIF comparing existing and proposed dashboard designs
Application
To reduce confusion, applications are more linear and ‘self-contained’ by housing their relative file upload and co-applicant process. Users can now add their co-applicant within the same experience instead of the existing process of being asked to exit and locate the form elsewhere.
Application Form Updates:
- Refreshed UI and legibility
- Simplified step tracker and added color-codes
- Reorganized questions and sections based on context
- Adjusted file upload process so users only upload specific files at specific steps
Sample Prototype
GIF showing existing and proposed form and file uploads
Submission
The submission page reassures applicants their information was received and updates their application status. It details the next step, as well as offers downloadable materials and links to resources to prepare so that users feel supported throughout the process.
Submission Page Updates:
- Confirms information and updates application status
- Provides clear next-step instructions
- Includes downloadable documents and helpful materials
Example of proposed submission page, later in the process
Conclusion and Thoughts
This project was fantastic to work on and reaffirmed my interest in UX design. Researching and dissecting a complicated process and connecting with real users in interviews were very impactful in my own understanding of what I can offer the world through design.
Unfortunately I wasn’t involved to completion, but I hope to get involved with more of this type of work, whether it stays UX/UI focused or eventually turns a more product design route. It’s very satisfying to iterate and improve something, especially when it has a positive impact on people’s lives such as giving them a career and a future. It’s a win-win!
Back to Top
email: contact@troy-stone.com
phone: (304) 545-1061
Delivering Opportunities
Analyzing and streamlining the franchise application process so that users can feel supported during this major milestone of their lives.
Sample Prototype
Project Information
Client
The UPS Store
Industry
Retail and Franchising
When
2024 - 2025
Role
User Experience, Web Design, Product Design
The Client and Request
The UPS Store provides retail shipping, postal, and business services throughout the nation. Their request was to improve the online application process to own a store location and become a franchisee, currently used by all new applicants and existing franchise owners. It’s also used to manage renewals, and to upload various files to operate a franchise.
Process
The existing process was reviewed with internal CRM and Development teams. I led five different stakeholder interviews with various franchise owners, new applicants, and The UPS Store internal staff.
Identified Stakeholder Interview and Client Issues
- Users creating duplicate applications (Priority)
- Files being uploaded incorrectly, requiring staff to remove/fix
- Co-applicant process is confusing to users
- Users want better communication on application progress
Afterwards I created a presentation on the user journey, summarized interviews, and prioritized updates based on expected effort and impact.
Simplified user journey contains multiple steps, forms, and file uploads
Execution
Wireframes were quickly sketched, and every step was designed out to demonstrate the user experience and address known issues. They can be distilled into three pages: Dashboard, Application, and Confirmation.
Dashboard
The dashboard was updated to be more functional, immediately allowing users to create or select existing applications and providing additional information below.
Dashboard Updates:
- Central location for all applications
- Ability for users to delete unsubmitted applications
- New color-coded status text so users know when action is needed
- Added representative contact info, tutorial video, and webinars & events calendar
GIF comparing existing and proposed dashboard designs
Application
To reduce confusion, applications are more linear and ‘self-contained’ by housing their relative file upload and co-applicant process. Users can now add their co-applicant within the same experience instead of the existing process of being asked to exit and locate the form elsewhere.
Application Form Updates:
- Refreshed UI and legibility
- Simplified step tracker and added color-codes
- Reorganized questions and sections based on context
- Adjusted file upload process so users only upload specific files at specific steps
Sample Prototype
GIF showing existing and proposed form and file uploads
Submission
The submission page reassures applicants their information was received and updates their application status. It details the next step, as well as offers downloadable materials and links to resources to prepare so that users feel supported throughout the process.
Submission Page Updates:
- Confirms information and updates application status
- Provides clear next-step instructions
- Includes downloadable documents and helpful materials
Example of proposed submission page, later in the process
Conclusion and Thoughts
This project was fantastic to work on and reaffirmed my interest in UX design. Researching and dissecting a complicated process and connecting with real users in interviews were very impactful in my own understanding of what I can offer the world through design.
Unfortunately I wasn’t involved to completion, but I hope to get involved with more of this type of work, whether it stays UX/UI focused or eventually turns a more product design route. It’s very satisfying to iterate and improve something, especially when it has a positive impact on people’s lives such as giving them a career and a future. It’s a win-win!
Back to Top
email: contact@troy-stone.com
phone: (304) 545-1061