Mengzhu Ouyang, Shrankhla Narya, Juanita Lee, Jes Albro, Kyle Light
Design Studio / Department
Finix Payments, Inc
Three questions to the project team
What was the particular challenge of the project from a UX point of view?
Given the complexity of the payments domain, it is always a significant challenge to identify the right problem to tackle rather than simply making a simple visual update. Historically, legacy providers have failed to keep up with the pace of innovation in the payments industry. Their platforms simply were not designed for new forms of commerce, such as marketplaces, SaaS platforms, and multi-merchant models. Therefore, the particular challenge of this project lay in crafting a flexible yet tailored experience for businesses in various verticals from the ground up, so the dashboard can support both the needs of the platforms and their merchants.
What was your personal highlight in the development process? Was there an aha!-moment, was there a low point?
A pivotal realization for me was shifting stakeholders' perspective from perceiving this project as visual enhancements to recognizing it as a solution to significant UX issues. We strategically initiated a comprehensive discovery phase, including benchmarking, expert interviews, and observations during customer training sessions to gain a holistic grasp of the payment operation process. Later, we shared insights from usability testing and internal experts resonated across our multidisciplinary team, spanning engineering, marketing, and support. This alignment facilitated a clearer understanding of why the redesign was imperative.
Where do you see yourself and the project in the next five years?
Since the redesign, Finix has received huge recognition from our current customers with improved Net Promoter Score (NPS). The product and design team are consistently working to enhance scalability and future-proof every new feature introduced to Finix's ecosystem. I'm excited about the potential for Finix to emerge as a leader in the payments industry, emphasizing exceptional customer care through a thoughtful user experience. Our close connection with customers instills confidence in our ability to continually incorporate more user-centric features into the roadmap.