How can we use hypothesis-driven design processes to create effective payment routine solutions that meet business goals and improve client efficiency?
Context
The client’s B2B platform was experiencing high late payment rates, impacting cash flow and customer satisfaction. Payment options were limited to direct debit or bank transfer, creating friction for businesses managing multiple accounts. To address this, the team proposed introducing recurring credit card payments. The goal was to assess usability, validate hypotheses, and deliver solutions aligned with user needs and business objectives. It was conducted in June 2020.
Key results
- Adoption by ~15%, reducing late payments
- Increased user satisfaction by 15 points on the SUS scale
- Insights led to the company-wide adoption of recurring credit card payments and cooperative bill management feature
My role
As a researcher, I led in-depth interviews and usability testing to validate user needs and behaviors. I also collaborated with a multidisciplinary squad to validate and prioritize solutions.
My squad was composed of PM, PO, and PDs, and for research planning and execution, I partnered with Design Research Specialist Kathleen Russo. And in technical leadership, Larissa Nunes.
Approach
The project was divided into clear phases to ensure actionable insights:
In-depth interview
- Conduct exploratory research to gain a comprehensive understanding of the daily routines and workflows within finance departments across businesses of different sizes, mainly bill management
- Gather preliminary insights to assess the clarity and relevance of the recurring credit service. This includes evaluating whether the service meets the needs of users and if it is presented in a meaningful and easily understandable manner.
Usability Testing
Conducted tests with 15 participants to compare two prototypes:
- Prototype X: Prototype X is a streamlined white-label solution specifically designed for processing credit card payments and downloading invoices
- Prototype Y offered broader payment management features, including data visualization controls, to help choose the type of payment and provide a comprehensive view of all business accounts.
Metrics and tools
- Measured task success, completion time, and satisfaction using the SUS framework (ISO 9241-11).
- Focused on uncovering pain points and areas for improvement in user flows.
- Evaluated user understanding of "recurring credit" taxonomy and ease of managing payment settings.
Results
- Prototype Y achieved a 90% task success rate but required longer completion times. Prototype X was faster but less user-friendly.
- That finding helped the product team prioritize the Y solution on the roadmap
- Final recommendations combined the best features of both prototypes, resulting in:
- Launching credit card payments as a new enterprise billing solution
- Increased engagement with the feature, leading to a greater number of tasks and uses for the platform.
- Engagement of the feature, delivering more tasks and uses for the platform
- The findings influenced the company-wide adoption of recurring credit card payments.
Reflection and Insights
This project highlighted the importance of validating user needs early in the process. We ensured that the final solution effectively addressed user pain points and business objectives by focusing on hypothesis-driven usability testing. Going forward, this approach guided the product team in making informed decisions for road mapping and prioritizing development.