As Senior Product Designer on the mobile app team, I led the end-to-end redesign of our B2B payment application for merchants. Over 6 months, we transformed the app from V1 to V2, resulting in positive ROI and significantly improved user satisfaction.
As Senior Product Designer on the mobile app team, I led the end-to-end redesign of our B2B payment application for merchants. Over 6 months, we transformed the app from V1 to V2, resulting in positive ROI and significantly improved user satisfaction.
As Senior Product Designer on the mobile app team, I led the end-to-end redesign of our B2B payment application for merchants. Over 6 months, we transformed the app from V1 to V2, resulting in positive ROI and significantly improved user satisfaction.
What does a better payment experience look like?
What does a better payment experience look like?
What does a better payment experience look like?
Small business owners were struggling with fragmented payment management. Our initial research revealed that merchants needed better visibility into their cash flow but were hindered by poor discoverability, inconsistent information, and outdated processes.
Ease Of Use
Ease Of Use
Ease Of Use
Merchants couldn't quickly find specific transactions when dealing with customer inquiries
Information Inconsistencies
Information Inconsistencies
Information Inconsistencies
Dashboard failed to show individual totals for sales and refunds
Physical Billing
Physical Billing
Physical Billing
Bills sent via post couldn't integrate with digital accounting tools
Processing transactions
Processing transactions
Processing transactions
I conducted multiple research activities to understand merchant pain points:
Support Log Analysis: Reviewed phone support tickets and app store reviews
Field Research: Visited shopkeepers and restaurant owners in their work environments
Behavioural Observation: Studied daily payment management routines
Through field research, I discovered that merchants have predictable daily routines:
Check transaction status multiple times per day
Monitor card sale volumes regularly
Print end-of-day receipts from card machines for reconciliation
Manually combine card payments with cash takings for accounting
Critical Discovery: Card payments represent only one income stream. Merchants needed tools to easily combine card takings with other revenue sources for comprehensive financial reporting.
Synthesising research
Synthesising research
Synthesising research
I created journey maps and personas which helped to communicate user goals and identify opportunities for improvement. This highlighted unmet needs - particularly around integrating with third-party accounting tools.
Navigation overview
Navigation overview
Navigation overview
I redesigned the navigation structure with four core sections:
Dashboard: Payment analytics and summaries
Transactions: Searchable, filterable transaction history
Digital Billing: Paperless billing management
Account: Settings and profile management
Payments dashboard
Payments dashboard
Payments dashboard
Our dashboard presented analytics, I selected payment summaries and trends, which provided insights such as average spend, and busy periods. We based these choices on user research, we really wanted to improve how it did this to greater inform and empower our users.
For larger businesses with multiple locations, we had to provide dedicated features for viewing and comparing transactions. Users can select the location button to access their locations and can view them as separate or combined sources of incomes.
I knew that comparing transaction volume over time could help provide context and inform merchants into making actionable decisions, so added a powerful chart.
Finding a transaction
Finding a transaction
Finding a transaction
Card transactions had low discoverability and yet a shopkeeper would often need to inspect a transaction on a daily basis, this hindered user access and created an uneccesary complex user journey. With this understanding, I redesigned the primary navigation and prioritised this journey accordingly.
Transaction reporting for accounting
Transaction reporting for accounting
Transaction reporting for accounting
With the export feature, users could now easily share there card transaction data with their accountant or accounting software, thus combining it with the rest of their income and costs. A report could now be exported. This gave merchants a solution which they didn't previously have.
With the export feature, users could now easily share there card transaction data with their accountant or accounting software, thus combining it with the rest of their income and costs. A report could now be exported. This gave merchants a solution which they didn't previously have.
With the export feature, users could now easily share there card transaction data with their accountant or accounting software, thus combining it with the rest of their income and costs. A report could now be exported. This gave merchants a solution which they didn't previously have.
User testing improvements
User testing improvements
User testing improvements
After completing rounds of usability tests which I broadcasted to my team using remote viewing rooms, TV's, cables, and a lot of coordination. I designed a System Usability Scale (SUS) for measuring usability.
Early prototype testing revealed critical user needs:
Transaction Count Visibility: Merchants wanted to see number of transactions, not just monetary totals
Location Persistence: Multi-location users expected their location selection to persist across sessions
Launch & results
Launch & results
Launch & results
Originally a merchant couldn't easily find and troubleshoot a particular transaction they had made.
We introduced summaries of sales and refunds volume on the dashboard and made the transaction list page easily accessible from the app's menu.
Users had greater filtering options - I designed full-screen filter views, because they are convenient when displaying longer sets of filters since they make for a more focused experience and allow for more screen estate.
⭐️ Monthly active native app users increased to 43.5k across both iOS and Android.
⭐️ The app received a rating of 3.9 stars on the app store, reflecting positive customer feedback and satisfaction with the improved user experience.
⭐️ Designing in-app digital billing, thus removing completely printing and postage costs of the physical bills saved the business £1 million annually.
£1,557.35
TOTAL BALANCE
11% vs Monday last week
£75
£50
£25
£0
Yesterday
Today
06:00
12:00
18:00
24:00
Activity
See all
-£4.75
Debit
11:31
£3.00
Credit
11:37
£3.00
Debit
11:37
£2.50
Debit
12:02
Ocra stores
Summary
Transactions
Billing
Account
As Senior Product Designer on the mobile app team, I led the end-to-end redesign of our B2B payment application for merchants. Over 6 months, we transformed the app from V1 to V2, resulting in positive ROI and significantly improved user satisfaction.
£1,557.35
TOTAL BALANCE
11% vs Monday last week
£75
£50
£25
£0
Yesterday
Today
06:00
12:00
18:00
24:00
Activity
See all
-£4.75
Debit
11:31
£3.00
Credit
11:37
£3.00
Debit
11:37
£2.50
Debit
12:02
Ocra stores
Summary
Transactions
Billing
Account
£1,557.35
TOTAL BALANCE
11% vs Monday last week
£75
£50
£25
£0
Yesterday
Today
06:00
12:00
18:00
24:00
Activity
See all
-£4.75
Debit
11:31
£3.00
Credit
11:37
£3.00
Debit
11:37
£2.50
Debit
12:02
Ocra stores
Summary
Transactions
Billing
Account
Navigation overview
Navigation overview
I redesigned the navigation structure with four core sections:
Dashboard: Payment analytics and summaries
Transactions: Searchable, filterable transaction history
Digital Billing: Paperless billing management
Account: Settings and profile management
Payments dashboard
Our dashboard presented analytics, I selected payment summaries and trends, which provided insights such as average spend, and busy periods. We based these choices on user research, we really wanted to improve how it did this to greater inform and empower our users.
For larger businesses with multiple locations, we had to provide dedicated features for viewing and comparing transactions. Users can select the location button to access their locations and can view them as separate or combined sources of incomes.
I knew that comparing transaction volume over time could help provide context and inform merchants into making actionable decisions, so added a powerful chart.
Finding a transaction
Card transactions had low discoverability and yet a shopkeeper would often need to inspect a transaction on a daily basis, this hindered user access and created an uneccesary complex user journey. With this understanding, I redesigned the primary navigation and prioritised this journey accordingly.
Transaction reporting for accounting
With the export feature, users could now easily share there card transaction data with their accountant or accounting software, thus combining it with the rest of their income and costs. A report could now be exported. This gave merchants a solution which they didn't previously have.
User testing improvements
User testing improvements
After completing rounds of usability tests which I broadcasted to my team using remote viewing rooms, TV's, cables, and a lot of coordination. I designed a System Usability Scale (SUS) for measuring usability.
Early prototype testing revealed critical user needs:
Transaction Count Visibility: Merchants wanted to see number of transactions, not just monetary totals
Location Persistence: Multi-location users expected their location selection to persist across sessions
Launch & results
Originally a merchant couldn't easily find and troubleshoot a particular transaction they had made.
We introduced summaries of sales and refunds volume on the dashboard and made the transaction list page easily accessible from the app's menu.
Users had greater filtering options - I designed full-screen filter views, because they are convenient when displaying longer sets of filters since they make for a more focused experience and allow for more screen estate.
⭐️ Monthly active native app users increased to 43.5k across both iOS and Android.
⭐️ The app received a rating of 3.9 stars on the app store, reflecting positive customer feedback and satisfaction with the improved user experience.
⭐️ Designing in-app digital billing, thus removing completely printing and postage costs of the physical bills saved the business £1 million annually.
£1,557.35
TOTAL BALANCE
11% vs Monday last week
£75
£50
£25
£0
Yesterday
Today
06:00
12:00
18:00
24:00
Activity
See all
-£4.75
Debit
11:31
£3.00
Credit
11:37
£3.00
Debit
11:37
£2.50
Debit
12:02
Ocra stores
Summary
Transactions
Billing
Account