MDMS MAGIC
MAGIC, which stands for Managing Awards Growth Incentives Compensation, is one of Amway's primary internal tools for tracking essential metrics such as sales volume and bonus scheduling. It is complex, data-heavy, and utilized by various user personas.
Time
2022 Amway Corp.
Role
UI/UX Designer, User Research
Team
1 Lead & 2 Jr. Designers, SMEs
Tools
Figma
The Challenge: MAGIC had gone a long time without any UX or UI updates. While outdated, the platform was still incredibly powerful, allowing users access to edit any element of an ABOs account. This power could be better leveraged with an overhaul and a facelift. First we would work to understand MAGIC and its users through interviews with users from all over the globe and then we would co-create with subject matter experts and other stakeholders to deliver a full migration to the new and improved MDMS MAGIC.
MAGIC Had Major Usability Issues and Outdated Features
Some Users Chose AS/400 (IBM i) Systems Over MAGIC
Many Account Managers Using Notepads to Track ABOs
The Research Period: I was fortunate enough to work with experts on the existing MAGIC system, who had numerous connections either directly to MAGIC users or to individuals who could arrange meetings. Over the course of 3 months, I helped conduct interviews with dozens of users from 7 different countries. These online interviews provided me with a trove of pain points, testimonies, and wishes.
A Focus on Account Managers: When grappling with the sheer quantity of pain points and sections of MAGIC that needed to be overhauled to satisfy the concerns of our users, we concluded that most of it lined up with the Account Manager experience. They were the primary users. There was already another 9 months' worth of research on AMs, so this persona was a natural starting place.
Interactive Journey Map
My lead had the idea to compile everything we had regarding the Account Manager job into one big interactive journey map. It was my responsibility to turn this idea into a reality using Figma. The final version includes the tasks, tools, emotions, pain points, needs, and opportunities that make up the monthly cycle of Account Manager work.
The Prototype: Having a research-backed trunk full of solutions is great, but to win over stakeholders, it helps to have a visual proof of concept. I put my Figma prototyping skills to work with a golden path illustrating the journey of two personas: an account manager user and an admin user, the Manager of Account Managers.
Prototype Demo
The prototype was split into two parts to demonstrate two immediate user experiences, one being a more common account management user, and the other being an admin-level manager of account managers (MoAM). First, the user "Carl" creates a sponsorship change request for "Jane Berry" after locating her profile within MAGIC. Then, admin "Neera Greera" approves the request from Carl.
