“launchpad” Complete product redesign

 
 

Product Overview

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 product includes the application experience, as well as a dashboard and lead management system used by partners to create custom quotes, manage the onboarding process, and track approvals.

the challenge

Launchpad’s user base was expanding, but the product had been built on legacy, pieced-together systems that were counterintuitive and lacked the new features needed to keep the business running smoothly. As a result, support teams were being asked to pull manual reports, field constant calls for updates, and end up playing phone tag with partner sales reps out in the field. We needed to offer partners a way to stay informed, quickly investigate issues and solve common problems on their own to keep the merchant onboarding process running smoothly and free up our support team to focus on product growth.

My role

As the sole designer, my role was to modernize and optimize the experience end-to-end. This included aligning the visual language with new FIS brand standards while also integrating evolving regulatory requirements, new product features, and targeted UX improvements. This work spanned the full ecosystem, including the merchant application flow, partner-managed multi-step lead and quote creation, dashboards, and list management tools.

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, brainstormed early ideas, and conducted competitive research on the payment sign-up process to understand common patterns, language, and expectations.

partner Personas

I created detailed persona archetypes for four diverse user groups (spanning from novice to power users) as a way to organize research insights and humanize their needs, goals, and struggles.

Key findings

  • Our partners don’t get paid until their customers start processing, so they want to provide a seamless experience, monitor the onboarding progress, and ensure any issues are caught and remedied quickly.

  • Unknown system issues, unclear statuses, limited notifications, and a loss of visibility into what’s happening can lead to multiple phone calls between them, the customer, and Worldpay support team, causing frustration and a potential delay in processing.

  • Partners want to monitor how long it took to convert a lead and how efficient they are at it so they can improve their weekly performance.

  • Managers need clear visibility into deal conversion and individual performance so they can identify opportunities, coach their teams, and accurately calculate performance-based bonuses.

These insights helped me understand where the true problems lie and where I could make the most impact.

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.

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.

Outcomes*

  • Reduced related support calls over the first 3 months by 40%

  • Minimized new partner onboarding time

*This product launched almost a year after I left the company, therefore I’m relying on anecdotal information from past coworkers and don’t have access to specific outcomes.