MOYA — UX Case Study
Designing a B2B self-service ecosystem for fuel station operators
- Client
- MOYA
- Role
- UX Strategist · Lead Designer
- Sector
- Energy / B2B SaaS
- Year
- 2021
Context
B2B self-service ecosystem for fuel station operators and business customers.
Constraint
Operational workflows spanned fleets, contracts, billing and customer service with limited self-service support.
My move
Mapped journeys, ran stakeholder and customer research, and shaped dashboard and mobile selfcare concepts.
Outcome
Personas, journey maps and strategic product concepts used to plan a multi-year investment path.
/ 01 Problem
UX strategy, research and design for MOYA — one of the largest private gas station operators in Poland. Built a scalable B2B selfcare ecosystem for fuel station owners and business customers.
- 01
Complex operational workflows spanning fleets, billing and contracts.
- 02
Fragmented customer service processes.
- 03
Lack of mobile-friendly tools for operators on the move.
- 04
Inefficient billing and payment management.
- 05
Very limited self-service capabilities for business customers.
/ 02 Responsibilities
- —Customer journey mapping across operator and B2B segments
- —UX audits of existing tools
- —Stakeholder workshops and primary research
- —Personas and B2B dashboard concepts
- —Mobile selfcare app concepts
/ 03 Approach & process
- 01
Interviews with internal employees and B2B customers
- 02
Quantitative surveys and process analysis
- 03
Workshops with operations, finance and account management
- 04
Concept design for dashboard and mobile selfcare
/ 04 Selected screens
Selected work shown under NDA. Full walk-throughs available on request.
/ 05 Outcome
- →
Actionable personas and end-to-end customer journey maps.
- →
B2B dashboard and mobile app concepts aligned with real operational reality.
- →
Strategic recommendations the business used to plan multi-year investment.