Online onboarding tool for merchants’ application

The Context

Payvision is a Dutch Fintech that grew from a startup 15 years ago to a company that process 8+ billion of euros per day. In 2018 Payvision became a daughter company of Dutch bank ING.

That meant that a large amount ING (merchant) customers would start using Payvision as their payment processor provider and therefore needed to apply with us.

The Problem
and Requirement

The product team needed to create an online and automated version of the application form for onboarding a large amount of customers in an automated way.

The way the onboarding was done so far had its problems:

• The PDF was long and complicated.

• It contained all questions for application even though some were not applicable to certain merchants.

• The application often needed to pass by many hands inside the merchant’s company to get all information.

• There was a lot of back and forth between Merchants and Account managers to explain and fix wrong data.
  

  PDF application example

The Discovery Phase

The beginning consisted in identifying and grouping all information into buckets and mapping all conditional questions into an user flow:

The Design Phase

With the User flows validated by all stakeholders, I started to work on the wireframing. There were a couple of important points we needed to include in the design:

• The application form would be divided into chapters so the user wouldn’t feel overwhelmed with the amount of information.

• The conditional questions would only appear when needed dynamically.

• There should be a feature for sharing the application form with others so that they could fill part of the form.

Prototype

The User testing

After the prototype was done, we conducted a user testing together with an agency facilitating it. We recorded and interviewed 10 merchants as they went through our prototype from the ING side of the flow to Payvision’s. Here are some of the findings: