Redefining brand and merchant experience vision
Oct 2024 • 8 weeks
Worldpay is a FinTech and payment processing company that provides payment and technology services to merchants globally. It offers software and web services that unlocks modern end-to-end workflows and solutions in the payment lifecycle for businesses and merchants.
Industry
Payment Solutions (B2B)
Key Focus Areas
UX strategy • Design system engineering • Product Design • Prototyping
CHALLENGES
Redefine brand vision and product ecosystem
Since I joined Worldpay, I had the privilege of contributing to the company's strategic vision for SMB (small to medium businesses). One of the main hurdles was transforming a traditional and rather fragmented user experience into a modernized and coherent product ecosystem. This involved extensive effort and innovation to expand and refine the initial concept.
Additionally, I was tasked with redefining the brand application (following Worldpay's recent rebranding) and product structure, which required careful consideration and strategic planning to align with the company's goals and target audience.
To ensure efficiency and consistency in my development process, I worked on establishing a comprehensive design system and component library. This initiative was quickly executed to allow us to create high-fidelity prototypes, refining a modernized product outlook.
Furthermore, a crucial aspect of my role involved quality assurance and execution support across product design teams to scale and strengthen design system implementation.
BRANDING: DESIGN SYSTEM
Uplifting the brand to a higher level
Following a recent company acquisition, Worldpay updated its marketing branding to reflect its autonomy, ditching the brand inheritance of its preliminary holding company FIS (Fidelity Information Service). After multiple iterations, I established quick page concepts as a part of rebrand experimentation. After careful discussion with the team, I established the brand application in product with a fresher color palette and modernised overall visual foundations.
STRATEGIC VISION
Transforming the product vision
As a key initiative, the UX leadership kicked off the development of conceptual vision for SMB clients (small to medium businesses), the largest cohort of of Worldpay's direct service targets. When I took over the project, multiple segments of the customer journey were missing to depict a coherent user story. Through competitor analysis and secondary research, I rapidly filled in the gaps in concepts and produced high-fidelity prototypes.
The vision aimed to reflect a seamless and coherent end-to-end customer journey from acquisition, onboarding, to payment implementation and growth with value-added services, most of which don't currently exist or in early development stages.
ACHIEVEMENT
Stakeholder alignment & iterative roll-out
After multiple review sessions with internal stakeholders, the vision work was demoed to our CPO and the wider teams. We received tremendous recognition from different functions, allowing the teams to work towards an aligned future roadmap collectively. Following the circulation of SMB vision, the UX also kicked off design system roll out to iteratively replace the deprecated style guide. As a key stakeholder of the design system, I actively participated in the quality assurance and execution support across product teams.
Transactions
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$0.00
0%
$ Net volume
0
0%
# Count
1H
1D
28,000
24,000
16,000
12,000
8,000
4,000
0 ($)
2 Sep
3
4
5
6
7
8
600
400
800
200
1,000
1,200
0 (#)
Volume
Count
Successful vs. failed payments
View all
0
6%
# Successful
0
6%
# Failed
1H
1D
300
200
100
0
100
200
300
2 Sep
3
4
5
6
7
8
Successful payments
Failed payments
Sales Breakdown
Debit vs Credit
Channel
Outlet
Debit
60%
$180,000
Credit
40%
$120,000
Disputes breakdown
View all
1,500
# count
Won
50
5%
Lost
100
10%
Active
250
25%
Pending
550
55%
Closed
50
5%
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Doing business as
John's cafe
Business legal name
John's cafe LLC
Business entity type
Limited liability company
Business identification
Federal tax ID
12-0101010
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Yes
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https://johnscafe.com
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Managed
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Next
Amount
Status
Payment method
Date processed
Worldpay Reference
Terminal ID
Action
$
30.00
Successful
••••
1010
08 Sep, 15:00
abc1234530409050
1234567
$
30
USD
Refunded
••••
1010
08 Sep, 15:00
abc1234530409050
1234567
$
30
USD
Failed
••••
1010
08 Sep, 15:00
abc1234530409050
1234567
$
30
USD
Successful
••••
1010
08 Sep, 15:00
abc1234530409050
1234567
Essential
$5
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Total transaction volume
$10,000
5%
Gift payments
10%
$1,000
Card payments
90%
$9,000
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