Building a unified merchant experience
Adyen
As Adyen’s platform expanded, merchants had to navigate multiple tools to complete everyday tasks. We designed a unified merchant experience that brought navigation, insights, and key actions into a single, customisable dashboard.
Challenge
Merchants struggled to find information across a growing ecosystem of products and services. The challenge was to design a unified experience that supported diverse workflows while making navigation, discovery, and everyday tasks more intuitive.
Team
Merchants, product design, research, product managers, account managers, engineering, localisation and program managers.
Approach
Defined the information architecture
Structured the dashboard, navigation, and content hierarchy so merchants could quickly find the tools, insights, and actions most relevant to their role.
User research and insights
Synthesised merchant research and usability testing to understand workflows, validate concepts, and refine the experience.
Led cross-functional alignment
Brought together design, product, engineering, and account management to align on a content-first strategy across the platform.
Developed the content strategy
Defined the content strategy, information hierarchy, and messaging framework that shaped the unified merchant experience.
Work
Outcome
The unified dashboard gave merchants a more personalised workspace, making it easier to find relevant information and complete everyday tasks. Account managers also reported stronger customer relationships as merchants discovered and adopted more of Adyen’s products and services.
What I learned
Enterprise products require balancing diverse user needs within a single experience. This project reinforced the importance of designing shared information architectures that scale across different workflows without increasing complexity.
