Merchant Portal

Optimise a high-performance, data-rich SaaS platform used by over 80,000 business owners with more than 13 million transaction times a day ensuring a seamless and intuitive user experience.

Context

Our platform is like your data maestro! Every page is carefully crafted to make data management quick and easy.

Users love it for all sorts of tasks—whether it’s comparing data, exporting documents, analyzing business performance, processing refunds, or managing teams. It’s designed to help you get things done efficiently and effortlessly!

Layer of challenges

Business problem: The need to merge two portals and bring it all under one roof adds a dash of complexity to the mix.
Technical problem: Multiple squads are tweaking the same components, leading to a mix-up in interactions and slowing down our delivery. To spice things up, we're dealing with a shortage of front-end developers.
User problem: Inconsistencies in table presentation stemming from legacy components create user confusion.

user insights

Too much data, too little space: Cramming in too much information without enough breathing room made it hard for users to find what they needed. Some data were truncated, causing confusion. In fact, 5 out of 10 people couldn’t find the data they needed.
Lack of explanations: Not including tooltips or notes to explain complex data left users guessing. Many people misunderstood the difference between partial refunds and refunded payments.
Accessibility Issues: Not making tables accessible, such as not supporting keyboard navigation or screen readers, left some users out.

ideation

Crafting the best user experience is a top priority, no doubt! 🌟 Yet, let's be real – we can't have everything at the snap of our fingers. What's crucial is having a heart-to-heart where we break down user needs and tech possibilities. And here's the secret sauce – our trusty ideation workshop. It's our compass, helping us prioritise and decide what we can conquer in the first round and what's a shining star for later.

Outcome

Streamlined merchant workflows, resulting in faster and more accurate data management.
Successfully integrated the merged portals, delivering a cohesive and robust user experience.
Significantly increased user satisfaction and engagement, demonstrated by positive feedback and improved usage metrics by 15%