Launchpad 2.0 redesign

Launchpad is Worldpay’s merchant onboarding platform, supporting both partners (banks and integrated payment providers) and merchants across the end-to-end enrollment journey. The platform includes the application experience, where merchants submit the information required to accept payments, as well as a lead management system used by partners to manage sign-ups, configure pricing, and track approvals.

The redesign efforts below led to a significant reduction in support calls, less manual work for our partners, and a more intuitive, friction-less experience for all users.

 
 

core responsiblities

As the sole designer, I owned the complete redesign. This included balancing the needs of diverse user types, from first-time applicants to experienced power users, translating complex business requirements and discovery insights into scalable UX solutions while leading the platform’s rebrand to align with FIS brand standards.

My process

Research and discovery

I interviewed stakeholders, product managers, support teams, and engineers to understand where the biggest problem areas and opportunities were from their unique perspectives. From that research, I created journey maps and detailed persona archetypes for four diverse user groups to humanize their needs, goals, and struggles. Additionally, I conducted extensive competitive research on the payment sign-up process and merchant experience to understand common patterns, language, and expectations.

primary Personas

Design system involvement

I joined weekly design meetings with the systems team where we regularly discussed the visual identity, component usage, ambiguous patterns, usability issues, and how we were implementing the system. Feedback was welcome and expected.

Our engineering team was having a difficult time navigating the enterprise FIS design system and trying to locate the specific components needed for our product. I created a focused reference library that included annotations specifically for how it should work for Launchpad so they could spend more time developing. My strong understanding of the design system and ability to communicate complex design requirements to the team significantly reduced ambiguity overhead.

Merchant Welcome page redesign

  • Merchants needed to easily understand what payment processing rates they were signing up for as well as what to expect in the sign-up process to feel comfortable moving forward.

  • I removed confusing language, improved the page hierarchy, incorporated vibrant merchant imagery, clear rate information, key value props, and helpful next steps to convey a sense of trust.

Merchant App - Ownership redesign

  • The original application included a page for authorized signer only. The business added a new requirement for beneficial owner, controlling party, and personal guarantor information to also be collected.

  • I researched the purpose behind each owner type to craft clear, helpful microcopy and designed a thoughtful user flow that accounts for both common scenarios and edge cases.

  • Usability testing was conducted to ensure users could easily navigate this section and complete the missing information successfully.

merchant app - Equipment redesign

  • I redesigned this entire section of the application to allow users to sign up for payments at multiple locations at once.

  • When you sign up for a payment solution, there are multiple equipment options to choose from. Users had a difficult time understanding the differences and spent extra time looking up each device.

  • I added product images, included space for relevant promotions, and made pricing more clear which significantly reduced user frustration in this section.

partner dashboard redesign

  • The original dashboard included an unused graph, confusing metrics, and a list of recent lead activity that was being ignored.

  • I interviewed multiple internal support team members to understand the metrics that matter most to our partners and the info they are looking for right away when they log in.

  • I created both a manager and team member dashboard view as those roles had different needs and behaviors that weren’t previously accounted for.

  • The redesign led to a more utilized dashboard and a better entry experience for our partners.

Partner leads list redesign

  • The Leads List is the most utilized section for partners. However, it wasn’t very intuitive and users had a difficult time finding what they were looking for.

  • I interviewed multiple stakeholders, users, and support team members to understand how the leads list was being utilized, what info was missing, and common friction points.

  • I created a robust filtering component, removed confusing colors and unnecessary metrics, and added an expandable panel with multiple tabs that house additional lead information.

  • I also created a separate Quote List for our banking partners with additional tabs and functionality for “power users” who have more control over pricing and approvals.