Designing a unified merchant experience
Adyen
Adyen’s merchant experience was spread across multiple tools and touchpoints, making it difficult for them to quickly find the information they needed. We designed a unified customer area that brought key tasks, insights, and account information into a single, customisable dashboard.
Challenge
As Adyen’s ecosystem grew, merchants often had to navigate between different areas of the platform to find the information they needed, perform critical tasks, or use all the services that could help their and our business grow. The problem statement to solve was how might we create a unified merchant experience that helps users quickly find the information they need while supporting diverse workflows and business goals
Team
Merchants, product design, research, product managers, account managers, engineering, localisation and program managers.
What I did
Designed the IA of the dashboard and global navigation
Helped structure the navigation, dashboard, and content hierarchy so merchants could quickly find the tools, insights, and actions most relevant to their work and role. Labelled the navigation and dashboard items for easy discoverability.
Insight gathering and user testing
Spoke to merchants to understand their needs and concerns about the current platform. With the team, tested the experience and content with merchants to understand if we were working in the right direction
Drove cross functional collaboration
Collaborated with all the stakeholders driving a content-first approach for this project creating value for both merchants and the company.
Content design and strategy
Defined how information should be prioritised, organised, and presented throughout the experience. Plus created product content and messaging frameworks for multiple scenarios.
Work
Outcome
Merchants loved the customisation of the dashboard for each role in their company and how easy it was to customise. We heard from account managers that it had become a much more deeper partnership rather than a transactional one. And the simplicity and intuitiveness of the platform saved the merchants a lot of time to focus on strategic tasks.
What I learned
When working on such projects how important it is to zoom out and not obsess over minute details. Plus the importance of creating a shared mental model that works across diverse merchant needs and workflows.
