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60% reduction in support tickets by enabling self-serve payment reporting
60% reduction in support tickets by enabling self-serve payment reporting
Role
Product Designer at Imburse
Product Designer at Imburse
Product Designer at Imburse
Responsibilities
Strategy, UI/UX, Prototyping, Testing
Strategy, UI/UX, Prototyping, Testing
Strategy, UI/UX, Prototyping, Testing
Date
June 2022
June 2022
June 2022
Overview
Imburse is a “Payments as a Service” enterprise platform that connects insurers of any size to the global payments ecosystem—covering everything from card collections to e-wallets and payouts. Historically, services were offered via API integrations. Over time, engineering built client portals for faster onboarding and configuration, but these portals lacked design direction and consistency.
As the first Product Designer on the Product Management team, I worked closely with Product Owners and Engineering to improve usability and unlock self-service capabilities for enterprise clients.
Imburse is a “Payments as a Service” enterprise platform that connects insurers of any size to the global payments ecosystem—covering everything from card collections to e-wallets and payouts. Historically, services were offered via API integrations. Over time, engineering built client portals for faster onboarding and configuration, but these portals lacked design direction and consistency.
As the first Product Designer on the Product Management team, I worked closely with Product Owners and Engineering to improve usability and unlock self-service capabilities for enterprise clients.
Challenge
User problem
No intuitive way to track financial transactions
No intuitive way to track financial transactions
Clients had to query APIs or raise support tickets to get payment data
Clients had to query APIs or raise support tickets to get payment data
Payment insights were fragmented, slowing decision-making
Payment insights were fragmented, slowing decision-making
Business problem
Support and operations teams had to manually query multiple endpoints
Support and operations teams had to manually query multiple endpoints
No unified reporting interface, creating inefficiency and poor scalability
No unified reporting interface, creating inefficiency and poor scalability
Constraints
Existing client portal lacked visual and interaction consistency
Existing client portal lacked visual and interaction consistency
Limited front-end resources, requiring lean solutions and reusability
Limited front-end resources, requiring lean solutions and reusability
My approach
Design foundations
Established the first Figma Design System, enabling visual consistency and faster prototyping
Established the first Figma Design System, enabling visual consistency and faster prototyping
Discovery
Partnered with client success and operations to understand recurring support pain points
Partnered with client success and operations to understand recurring support pain points
Product strategy
Defined an MVP that balanced client needs (self-serve access to data) with business constraints (lightweight build, quick delivery)
Defined an MVP that balanced client needs (self-serve access to data) with business constraints (lightweight build, quick delivery)
Design execution
Created user flows, wireframes, and high-fidelity prototypes for “Transaction Data,” a reporting interface for searching, filtering, and exporting transactions
Created user flows, wireframes, and high-fidelity prototypes for “Transaction Data,” a reporting interface for searching, filtering, and exporting transactions
Collaboration
Worked closely with engineering to ensure design feasibility within limited resources, leveraging reusable components
Worked closely with engineering to ensure design feasibility within limited resources, leveraging reusable components
Solution
Transaction Data MVP
A self-serve reporting interface embedded in the client portal
A self-serve reporting interface embedded in the client portal
Searchable and filterable transaction history
Searchable and filterable transaction history
Export functionality for offline reporting and analysis
Export functionality for offline reporting and analysis
Built using the new design system for scalability
Built using the new design system for scalability
Impact
60% reduction in support tickets related to transaction data
60% reduction in support tickets related to transaction data
100% client adoption of the new reporting tool
100% client adoption of the new reporting tool
100% of reports self-served, eliminating dependency on manual support
100% of reports self-served, eliminating dependency on manual support
Established design foundations that scaled to future portal features
Established design foundations that scaled to future portal features
Key takeaways
Starting with a design system created leverage for both short-term delivery and long-term scalability
Starting with a design system created leverage for both short-term delivery and long-term scalability
In enterprise products, removing friction from data access can create outsized business and user impact
In enterprise products, removing friction from data access can create outsized business and user impact
With limited resources, focusing on a clear MVP with high ROI features was critical to success
With limited resources, focusing on a clear MVP with high ROI features was critical to success