Merchant onboarding

Merchants were dropping out after they applied, deep inside a process nobody could explain end to end. In 2019, 27% of POS merchants were boarded but never activated.

Finding the problem

The current-state map showed a process built up over years across many teams. There was no single list of required documents, no clear owner at each hand-off, and SLAs that rewarded passing an application on rather than moving it forward. A smoother form wouldn’t fix that.

Interviews with merchants, sellers and partners gave us four archetypes. One of them, the Self-starter, anchored the future-state work: the segment with the most growth potential and the highest expectations.

Blueprint and prototype

The service blueprint mapped Apply, Approve, Activate and Transact on one canvas, from customer mindset to backstage actions, so every team could see every other team’s part. We then prototyped mobile and desktop journeys, white-labelled to keep testing neutral, and tested them over several rounds.

The result was a validated future state, prototypes ready for build, and agreement on who owns each step.