THE CHALLENGE

Managing the Tangled System

Users struggle with the inefficiency and complexity of managing multiple payment processors. Each platform has a unique and time-consuming administrative process. This lack of standardisation creates frustration and wasted time for users.

To gain a deep understanding of how business, finance team and engineers manage payment processes, we performed in-depth interviews and contextual inquiries

Making changes made to a payment host requires much testing and potentially reworking integrations for multiple connected services, as each services are integrate differently.

Over reliance of current provider for open loop payments creates vulnerability. If they experience downtime, system issues, there's risk disruptions to business and potential loss of revenue.

Discovery Process

Here are some of the pain points uncovered:

The inability to route payments prevents optimisation of processing costs. By strategically routing transactions to providers with lower fees and commissions, we could potentially reduce overall processing expenses.

Switching between multiple payment processors is a nightmare. The administrative burden is significant because each platform might utilise a different approach for the basic tasks.

Competitor Analysis was also conducted to gain a comprehensive understanding of how leading companies like Amazon, Grab, Uber, and Gojek to manage their payment processes.

THE SOLUTION

Taming the Payment Jungle

Leveraging user feedback and research, the building of user-centric payment portal is constructed to prioritises a seamless and efficient payment experience.

The core of the portal is meant to empower user, fostering satisfaction and confidence in handling payments.

The portal is projected to deliver quantifiable benefits that includes:

• 30% reduction in time managing payment services

• Fewer downtime incidents due to streamlined payment gateway switching

• Significant cost savings in payment operations

Guided by our research, a Minimum Viable Product (MVP) was created with features designed to streamline the payment workflow

Intuitive Dashboard: Provide a clear overview of transactions, merchant accounts, payment gateways, and key performance metrics.

Streamlined Navigation: Make it easy to add new merchants, configure gateways, troubleshoot issues, and generate reports.

Easy Gateway Management: Allow users to add, remove, and configure payment gateways with minimal technical complexity.

THE LEARNING & REFLECTIONS

Beyond the
Portal

The importance of adaptability and users' customisation will define the next phase of the payment portal's evolution.
More insights will be learned and opportunities will be uncovered as the portal goes live.

Surprising Insights
We underestimated the diversity in our user base. There's a wide range of tech-savviness and a plethora of unique, specialised use cases we hadn't fully anticipated.

Adapting to Constraints
While technical hurdles and limited resources forced us to streamline the initial release, this taught us the importance of prioritization and building a strong foundation for expansion.

The Path Forward
Future iterations will focus on enhancing user flexibility. A key priority is the addition of a routing rules page, empowering users to easily customize their settings and quickly adapt to changing needs.