About:
Můjpass.cz is a large online database of venues where Sodexo clients use their employee benefits. The goal was a complete redesign, taking into account the planned rebrand from Sodexo to Pluxee.
Category:
UX/UI design
Client:
Pluxee (Sodexo)
Year:
2022 – 2023
Location:
Prague, Czech Republic
Design framework:
Design Thinking
Tools:
Figma, Pluxee Design System, Teams, Dovetail
The problem:
Users weren't failing to find benefit venues because they weren't there, but because the interface buried them: broken filters, outdated content, no mobile logic. Engagement and revenue were dropping.
Goal:
Design an intuitive, mobile-first search aligned with the new Pluxee identity, improve orientation and increase revenue through better merchant visibility.
My role:
UX/UI designer, end to end: stakeholder interview, research, the company's first UX workshops, wireframes, A/B testing and Pluxee UI.
Methods:
•
Stakeholder interviews
•
Service Safari
•
Internal interviews
•
Analytics review
•
Moderated qualitative research
•
Empathy mapping and personas
•
Competitive analysis
•
HMW workshop and dot voting
•
Crazy 8's design studio
•
Wireframing and prototyping
•
Guerrilla and moderated usability testing
Empathize
I needed to understand why users were leaving, what the organisation thought the problem was, and where those two stories didn't line up.
/01
Stakeholder interview
“We need to optimise our current venue search so existing users get a clear overview of where to use their employee benefits. The second goal is to show relevant merchants to relevant users and so increase revenue for the company.” Jakub Mačát, Head of Product Communication and Digital Assets.
Using the 5 Whys, I got a complete picture of the project's background from the company's perspective.
“We need to optimise our current venue search so existing users get a clear overview of where to use their employee benefits.”
/02
Service Safari
I became an HR manager who wants to take colleagues to lunch nearby and pay with paper meal vouchers. Illustrative photos on the website were misleading, the map was cluttered and loaded slowly, venue information was thin and outdated, and the filter system was overcomplicated.
/03
Internal interviews
Sales didn't want any change to the data: the huge venue database, however limited, was their key selling point. Development confirmed technical limits and earlier failed attempts to improve it. Customer support confirmed everything the Service Safari had shown.
/04
Data and statistics
Google Analytics and Hotjar confirmed the assumptions. 48.5% of visitors use a mobile device and only 32% are logged in. 50% use filtering and 41% open a venue detail, but just 6% click a venue on the map, 1.8% filter other services and 1.5% use “My location”. Core features I expected to be used constantly reached only half of the users.
/05
Moderated research
Semi-structured, online sessions with existing users validated the hypotheses and set the direction.
“There's no short description of the restaurant.” Margita D.
“Honestly? When I can't find it, I turn to Google, which is quite often.” Jana N.
“Honestly? When I can't find it, I just go to Google. Which is often.”
“There's no description. Just the name of the restaurant.”
/06
Empathy map, journey and competitors
Empathy maps broke each session into what people thought, felt, saw, heard, said and did. The user journey showed exactly where searching breaks down, and the competitive analysis showed how direct competitors on the Czech market solve the same task.
Define
Three personas and one design challenge with two problems at its core.
/01
Personas
Three personas built from moderated research, customer support insights and my own experience.
/02
Design challenge
Two problems stood out: poor or missing venue content, and problematic filtering. I presented the challenge to management, sales, marketing and development.
Ideate
The first UX workshops in the company's history.
/01
How Might We workshop
An icebreaker where everyone drew and presented their avatar opened the first joint UX workshop. During voting, old unresolved conflicts surfaced: sales, development and management each saw the problem differently. That confrontation turned out to be productive, and we agreed on shared solutions democratically.
/02
Crazy 8's and dot voting
In the second design studio the team created 24 concepts for the homepage and the venue detail, then voted on the strongest.
Prototype & test
Two wireframes, tested side by side.
/01
Wireframes
From the workshop results we chose two variants of the search homepage, which I built as wireframes in Figma.
/02
A/B testing
Guerrilla tests with colleagues first, then moderated semi-structured sessions with the same users who had tested the original search. Model B won and I redrew it in the new Pluxee visual identity.
Implementation
From a validated model to a changed plan.
/01
UI and visual identity
Sodexo became Pluxee, with a global UI library and design system. The biggest challenge was creating components the system didn't have yet, such as a strict layout for the search sections.
/02
Iteration with development
I presented the research to the development team and answered every question about features and behaviour so they could estimate the effort.
/03
Change of priorities
Development split the work into two phases, rebranding and redesign. With the project lead we decided to ship the rebranding first: a new visual style on the existing functionality. The whole product still depends on a legacy system that needs a complete technical rebuild, and the redesign would have hit implementation much harder. The redesign was put on hold.
Outcome
A shipped rebrand and an open redesign.
/01
Conclusion
Můjpass.cz has the potential to become an excellent product. After a year of rebranding and the fast move from Sodexo to Pluxee, the research needs revisiting because the data is now outdated and may be skewed. The redesign remains an open question.
/02
The presentation
The full case study as I presented it.
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