iyzico Physical POS - Product Design

In this project, I designed an end-to-end digital dashboard experience (research → ideation → flows → UI → post-launch improvements) for merchants using iyzico's physical POS solution.

Initially, the goal was only to improve the application process; however, user research revealed a much more fundamental merchant need: being able to track POS processes digitally. With this insight, the project scope was expanded.

Problem Definition

Merchants couldn't digitally track: - Commission rates - Their POS devices - Which address devices were linked to - Application and activation status

All these processes were managed through phone calls, manual operations, and unclear communication.

On the company side: - Processes couldn't scale - Operational burden was increasing - Merchants couldn't be supported in the decision-making phase

Goals

- Digitalize the physical POS application and management process - Enable merchants to easily access commission and device information - Simplify complex POS terminology - Support merchants in selecting the right device based on their profile - Make process tracking transparent and understandable

Process & Approach (End-to-End)

1. User Research

I conducted one-on-one interviews with 12 merchants using physical POS.

When selecting participants, I specifically diversified criteria like: - Digital literacy level - Business size - Sales model

Research Findings: - Merchants want to clearly see commission rates and which POS device they're using - They can't access this information digitally - They're very positive about the dashboard idea - Practical access is a priority over "nice appearance"

At this point, accessibility to information became the main design problem before UX.

2. Workshop & Ideation

After research, I organized a whiteboard workshop with participants from different disciplines: - Product - Developer - Marketing - Sales

The workshop started with individual sketches, then progressed with collective decisions.

The most critical point: User research and workshop outputs aligned exactly. This clearly showed we were focused on the right problem.

3. Flow Design, Prototype & Test

During the prototype phase, I visited the locations of merchants who had previously applied by phone and conducted on-site tests.

A critical problem emerged in these tests: Terms like "cash register POS," "Android EFT," and "Android POS" weren't understood by merchants.

4. Iteration & Decision

Based on test results: - I added a "Which device should I choose?" feature - I designed a comparison table that works based on merchant profile

This table offered device recommendations based on criteria like: - Business type - Business size - GIB dependency - Sales method

Solution

Core components I designed for the dashboard:

Physical / Virtual POS Separation Clear structure where merchants can separate transactions by virtual and physical POS

Device Management - Which device is linked to which address - Device active/passive status

Device Selection Guide Comparison table offering recommendations based on merchant profile

Status Tracking Step-by-step status indicators for devices in the application phase

Transaction Management Structure where physical POS transactions can be analyzed separately

Results & Current Status

- ✓ Phase 1 completed - ✓ Merchants can progress through application steps without getting stuck - ✓ Decision support mechanism created for device selection - No direct user feedback received yet; but we're monitoring the process through Clarity

The project is still active: I continue working on: - Advanced filter structures - Device detail screens - Improvements to increase low device purchase rate

Learnings & Personal Contribution

- I managed this project end-to-end from research to post-launch improvements - I directly experienced how field testing quickly invalidates desk assumptions - I saw how working with cross-functional teams directly impacts decision speed and product quality

My most important takeaway: In complex financial products, fast access to the right information comes before "good UX."

Impact

✓ Digital physical POS application flow went live ✓ Merchants can progress through the process without getting stuck ✓ Profile-based device selection guide created ✓ Product continues to be actively developed