Merchant onboarding
A self-serve onboarding redesign that supported a ~60% YoY rise in merchant go-lives, with go-live as fast as 48 hours.
Role and scope
Role: Product design + program delivery · Scope: Signed contract → first transaction · Platform: Web · Tools: Figma, Jira, Confluence
The problem
Going live meant bouncing between sales handoffs, compliance checks, and setup steps that lived in different tools, and in different teams’ heads. Merchants waited, asked support, and waited again. Every day of waiting was revenue they weren’t processing and confidence they were losing.
What I did
I mapped the journey end to end with the people who actually run it: sales, compliance, support, and merchants themselves. Then I redesigned the flow around the merchant’s timeline instead of our org chart: a self-serve path with clear steps, visible status, and compliance requirements gathered up front instead of discovered midway. Design ran alongside program delivery: I wrote the specs, planned the sprints, and kept product, engineering, and compliance shipping toward the same date.
The outcome
Go-live dropped to as fast as 48 hours, and self-serve onboarding turned from a support burden into a sales argument, supporting a ~60% year-over-year rise in merchant go-lives in Q1 2025. The program work earned a formal letter of recommendation.