2022
SumUp
Business Account
TEAM
Marina Neta
Oliver Breuer
Barbara Laera
Victoria Rojas
Ludmilla Augusto
CONTEXT
SumUp is a leading global financial technology company. This presentation showcases the design process to enhance customers experience with the business account on the mobile application.
ROLE
I was responsible for redesigning the experience, validating it with users, and working closely with the product manager and engineering team to align with stakeholders across different teams and influence the prioritization of it.
challenge
Merchant needs vary across SumUp's markets, making a universal solution challenging. At the moment, most of them use SumUp's business account just to receive card reader funds, not for broader financial management.
The hypothesis is that improving the account experience with accessible features and insights will increase merchant engagement and support their financial independence.
approach
We gathered all our insights into the merchants' needs and preferences, and identified overlaps in offered services in Brazil and the European market.
We understood that sending money is the most critical feature for merchants across markets. Rather than displaying full transaction lists upon login, merchants can benefit from streamlined experiences focused on primary actions. At the same time, each market has specific solutions and needs that needs to be tailored according to it.
creating a flexible solution
The overview should function as separate modules to easily adapt solutions for different markets. The first version would be generic with shared products across main markets, but teams could later develop their own modules to incorporate into the overview as they progress.
first design
The solution addresses merchant needs through features like optional balance hiding, prominent product display, weekly financial overviews, last two transactions shown, and relocated bottom banners to reduce interruptions.
testing the solution
We conducted usability tests across four key markets—Brazil, UK, Italy, and Germany—using LookBack to evaluate our proposed home screen redesign. The research aimed to validate design effectiveness, understand merchant expectations, identify primary user actions, and uncover opportunities to enhance the experience's value proposition.
Following the tests, we synthesised findings into a comprehensive analysis board, mapping insights by task to identify cross-market patterns and regional nuances that would inform our design strategy.
Based on it, we identified gaps in user needs and made key adjustments for the final development-ready version. We repositioned the button "See all" below transactions for better visual hierarchy, added a chevron to clarify the tappable interest feature, and postponed the incoming/outgoing insights due to usability issues that would require significant development time.
impact
Data indicates that our 'findability' has improved compared to before after the first iteration. We have seen increased usage of the Bill Payment and Mobile Top-up features, and users are now accessing these services directly from the Overview page instead of having to navigate through the Services tab. This presents an opportunity to strategically 'nudge' users towards these features.
learnings & challenges
Managing stakeholder communication in a complex revamp project was a significant challenge, but we successfully maintained alignment and kept everyone informed through timely and transparent communication via Slack messages. This experience taught us that effective stakeholder management requires constant attention and clear communication.
Looking back, we also realized that creating a basic structure for potential widgets prior to diving into the prototype phase could have streamlined the design process and resulted in a more effective final product. Going forward, we will be sure to incorporate this step into our design process to increase efficiency and improve our results.
