Working with the business development team, I worked on figuring out potential paths for our merchants and ways that we could improve their experience. One of the biggest ways was increasing the amount of communication we gave on the status of their application. This led to higher engagements and the merchants were more excited when they became integrated.
Our newly onboarded merchants required gathering PCI complaint data that sometimes involved several times of going back forth to make sure all the info was in order for KYC (know your customer) compliance. During this process customers would forget, become disinterested, or even cancel their account because they didn't know what the next steps were.
There is a lot going on with this page. There are blue buttons all over the screen cluttering the UI. There are no labels for the icon buttons so users don't know what their purpose is. It is also very unclear what the user is supposed to do at any given status.
The status on the old view made the line all one solid color which made it really difficult to read, especially on mobile devices directly in the sun. The new status indicator increases the contrast, making it easier to read and a cleaner interface.
There is functionality on the old view that allows for quoting a part from multiple vendors that is user for less than 5% of parts. By removing this from the UI it makes it a lot more user friendly.
There were also icon buttons on each item that were not used very often and also had no labels so users didn't know what they did. By taking those same actions and putting them into the ellipsis button it gives space for future growth.
The old view is not mobile responsive and is built using table rows. The new view simplifies the UI and allows for modern architecture that looks great on desktop, tablet, and mobile screen sizes.
One of the biggest lessons I have learned is that users (and just people in general for that matter) will hardly be upset with a long or difficult process as long as you communicate properly with them. So working with our Business Development team I worked on a drip campaign to keep in contact with merchants for every step of the process.
Increasing the communication we had with customers led to a huge increase in engagement. While it was difficult to attribute the 18% decrease in churned customers before fully being onboarded, our high open rates suggested the new touch points helped a lot.
There is a lot going on with this page. There are blue buttons all over the screen cluttering the UI. There are no labels for the icon buttons so users don't know what their purpose is. It is also very unclear what the user is supposed to do at any given status.
The status on the old view made the line all one solid color which made it really difficult to read, especially on mobile devices directly in the sun. The new status indicator increases the contrast, making it easier to read and a cleaner interface.
There is functionality on the old view that allows for quoting a part from multiple vendors that is user for less than 5% of parts. By removing this from the UI it makes it a lot more user friendly.
There were also icon buttons on each item that were not used very often and also had no labels so users didn't know what they did. By taking those same actions and putting them into the ellipsis button it gives space for future growth.
The old view is not mobile responsive and is built using table rows. The new view simplifies the UI and allows for modern architecture that looks great on desktop, tablet, and mobile screen sizes.