SWIFTPAY
Digital payment solution designed to facilitate quick and secure transactions
PRODUCT DESIGN LEAD
WEB, MOBILE-RESPONSIVE
INTRODUCTION
Swiftpay is Access Bank’s digital payment solution designed to facilitate quick and secure transactions, aiming to serve businesses and individuals with efficient, real-time payment processing. This case study explores the motivations behind Swiftpay’s development, the design challenges tackled, the solutions implemented, and the overall impact of the product on Access Bank’s user engagement and financial ecosystem.
When we set out to design Swiftpay, our goal was ambitious yet clear: to create a seamless digital payment platform that could handle Nigeria's growing need for secure, real-time transactions. Working with Access Bank on this project was exhilarating, knowing we had the chance to make a meaningful impact in the fintech landscape, especially for SMEs and individuals who needed a fast, reliable payment solution.
Target Audience : Merchants / Business Owners
When designing Swiftpay, the primary target audience was merchants and business owners, particularly small and medium enterprises (SMEs). These businesses form the backbone of Nigeria’s economy but often face significant challenges in managing payments and cash flow effectively. Understanding their unique needs and behaviors was critical to ensuring Swiftpay became a tool they could rely on to simplify operations and scale their businesses.
Responsibility And Approach
The Solution
Through a systematic approach, I conducted thorough user research, analyzed data metrics, and identified key pain points affecting user experience.
Collaborating with cross-functional teams, I iterated on design solutions aimed at improving navigation, introducing personalized features, optimizing the payment process, and enhancing customer support channels. These solutions were implemented with a focus on user feedback and testing, ensuring that they effectively addressed user needs and preferences.
Onboarding and Sign In
When designing the login experience for Swiftpay, I wanted to prioritize simplicity and ease of access. I knew this was a critical touchpoint, so my goal was to ensure users could sign in quickly and confidently without friction. I streamlined the process, focusing on a clean interface where users could easily input their email and password without distractions. To enhance accessibility, I incorporated clear field labels, error validation, and a visible "Forgot Password" option for seamless recovery. Testing with real users helped me refine the design further, ensuring it was intuitive and secure. Watching users log in effortlessly was deeply satisfying, as it reinforced the importance of getting the basics right.
Introduction of Animated Customer Walkthrough on the Platform’s Homepage:
To enhance user onboarding and engagement on Swiftpay, we introduced an animated customer walkthrough on the platform’s homepage. The idea stemmed from recognizing that many users found the initial experience overwhelming, with numerous features vying for attention. The walkthrough, a lively yet intuitive animation, mimicked the journey of a typical user—navigating through Swiftpay's core offerings like payments, savings, and transfers. Designed to demystify the platform, it showcased how simple and seamless transactions could be, blending storytelling with functionality. The result? Users felt guided, not overwhelmed, sparking curiosity and confidence to explore further, which significantly boosted retention and reduced first-time user drop-offs.
FAQs & Customer Complaints Option
To enhance user satisfaction and streamline support, I introduced a dedicated Frequently Asked Questions (FAQs) section to address common user queries directly on Swiftpay. This addition significantly reduced the volume of support requests, empowering users to find quick answers and navigate the platform with confidence. Recognizing the importance of resolving critical issues effectively, I also implemented a clear escalation process for customer complaints. This ensured that users with pressing concerns could have their issues promptly addressed, fostering trust and improving overall retention. These efforts collectively enhanced the customer experience, aligning with Swiftpay’s mission to deliver seamless and user-focused digital financial services.
SWIFT PAY ADMIN
Designing the Swiftpay Admin Portal was a crucial step in providing a comprehensive, user-centric solution for managing merchant activities and enhancing operational efficiency. The portal was built with the needs of diverse user groups in mind—emerging businesses, contact center agents, application managers, and settlement teams—all of whom required access to performance metrics, merchant tracking, and the ability to provide timely support. I focused on creating a streamlined interface that enabled these teams to monitor real-time data, identify trends, and address issues quickly, ensuring a seamless experience for both merchants and customers. Key features included an intuitive dashboard for performance metrics, an accessible support system for resolving merchant inquiries, and powerful filtering tools for application managers to view and manage transactions with ease. By prioritizing clarity, functionality, and ease of use, the portal not only optimized internal workflows but also improved the overall user experience for merchants, fostering trust and satisfaction across the platform.
THE CHALLENGE
Brainstorm Sketch - Admin Portal
Super Admin
Admin
HI-FIDELITY
CONCLUSION
In conclusion, working on Swiftpay allowed me to design a platform that truly meets the needs of both merchants and users. I focused on making complex processes easier to navigate and helping users feel confident in their experience. The goal was always to create a seamless and intuitive platform, whether for a new merchant learning the ropes or a team member monitoring performance metrics. Swiftpay has now become a more user-friendly and efficient tool, empowering businesses to grow while delivering a smooth experience for both merchants and their customers.
