Platform Experience
The solution empowers platform merchants to streamline operations and make informed decisions within the portal. Instead of extensive navigation and back-and-forth clicks, Casie (a platform agent) can now complete tasks faster and more easily in one place.
Role
Product Designer
Role
Product Designer
Service
Product design, Design research
Service
Product design, Design research
Year
2024-2025
Year
2024-2025
DISCOVER
DISCOVER
Behind every payment platform is someone like Casie, managing hundreds of sub-merchants, chasing down issues, and piecing together information spread across the portal. After 20+ interviews, the problem wasn't missing data. It was that nothing was in the right place.
Jobs to be done — Casie, our target persona
Get sub-merchants ready for payments Track and unblock sub-merchant onboarding so no one falls through the cracks.
Keep payments running smoothly Quickly investigate and resolve issues when transactions fail or a sub-merchant goes offline.
Ensure accurate, timely payouts Stay on top of balance accounts and transfer schedules across all sub-merchants.
Behind every payment platform is someone like Casie, managing hundreds of sub-merchants, chasing down issues, and piecing together information spread across the portal. After 20+ interviews, the problem wasn't missing data. It was that nothing was in the right place.
Jobs to be done — Casie, our target persona
Get sub-merchants ready for payments Track and unblock sub-merchant onboarding so no one falls through the cracks.
Keep payments running smoothly Quickly investigate and resolve issues when transactions fail or a sub-merchant goes offline.
Ensure accurate, timely payouts Stay on top of balance accounts and transfer schedules across all sub-merchants.
DEFINE
DEFINE
Knowing what Casie needed to do was only half the story. Research revealed what kept getting in her way.
Key challenges
Sub-merchant state is hard to assess Users couldn't tell whether a sub-merchant was fully onboarded, able to process payments, or eligible for payouts without clicking through multiple pages.
Unclear KYC error messaging When verification failed, error messages lacked enough detail to understand why, let alone what to do next. "Invalid data" told Casie nothing.
Lack of a unified sub-merchant view Sub-merchant information lived across different pages and tabs. Getting a complete picture meant a lot of unnecessary navigation.
Knowing what Casie needed to do was only half the story. Research revealed what kept getting in her way.
Key challenges
Sub-merchant state is hard to assess Users couldn't tell whether a sub-merchant was fully onboarded, able to process payments, or eligible for payouts without clicking through multiple pages.
Unclear KYC error messaging When verification failed, error messages lacked enough detail to understand why, let alone what to do next. "Invalid data" told Casie nothing.
Lack of a unified sub-merchant view Sub-merchant information lived across different pages and tabs. Getting a complete picture meant a lot of unnecessary navigation.
DESIGN
DESIGN
Three problems. Three design decisions. Each one grounded in what Casie actually needed to do her job.
Three problems. Three design decisions. Each one grounded in what Casie actually needed to do her job.
Clear onboarding status
Clear onboarding status
The original portal showed a generic "Unsuccessful" label with no further context. I redesigned the onboarding status system with granular states, plain-language descriptions, and explicit action owners so Casie could immediately see what was blocking progress and whose court the ball was in.
The original portal showed a generic "Unsuccessful" label with no further context. I redesigned the onboarding status system with granular states, plain-language descriptions, and explicit action owners so Casie could immediately see what was blocking progress and whose court the ball was in.
Actionable KYC feedback
Actionable KYC feedback
Before, KYC errors surfaced as cryptic codes buried in a flat timeline. I redesigned the KYC timeline to surface the specific issue, the affected entity, and a direct link to take action, turning a frustrating dead end into a clear next step.
Before, KYC errors surfaced as cryptic codes buried in a flat timeline. I redesigned the KYC timeline to surface the specific issue, the affected entity, and a direct link to take action, turning a frustrating dead end into a clear next step.
A unified sub-merchant view
A unified sub-merchant view
Sub-merchant data was spread across disconnected pages. The redesigned account holder detail page brings onboarding status, capabilities, KYC timeline, balance accounts, and stores into one place, with quick actions surfaced upfront so Casie can act without digging.
Sub-merchant data was spread across disconnected pages. The redesigned account holder detail page brings onboarding status, capabilities, KYC timeline, balance accounts, and stores into one place, with quick actions surfaced upfront so Casie can act without digging.
DELIVER
DELIVER
+17% Platform merchants reaching margin within 180 days.
+13.8% Increase in CSAT within 6 months of launch.
+17% Platform merchants reaching margin within 180 days.
+13.8% Increase in CSAT within 6 months of launch.
