Customer Experience Transformation Positions FinTech Platform for High Growth

challenge

Platform Needs Modernization to Meet Growth Goals

After being acquired by a private equity firm, our client, a FinTech company specializing in automated invoice-to-payment accounts receivable (AR) solutions, had aggressive growth targets they needed to meet. Their current product was limited in its UI/UX design flexibility and their customers were asking for more advanced filters and views of AR data and reports. They were using time-consuming manual processes in order to view and manipulate data, which wasn’t serving the needs of its customers. Without a modernized platform, our client would likely not be able to expand and meet their new growth goals.

Key Outcomes

Higher

Customer Retention & Acquisition

82%

Year-over-Year Bookings

solution

Enhanced UI/UX and More Scalable Technology

In order to combat our client’s current limited data filtering capabilities and the inflexibility that the Ruby on Rails technology offered, we delivered a brand-new UI components library based in React. It served as a foundation for functionality that’s easily adapted into each new application of views, sorting and filtering. By modernizing with React, it gave the platform scalability, increased speed and a huge performance boost. It also interacted better with the newly enhanced UI and offered a more seamless touchpoint by eliminating non-value-added clicks, selections and other steps that created an undesirable customer experience. This allowed users to receive their data faster and with greater accuracy than they could previously, as well as keep all actions in the application instead of having to export to Excel to get the result they needed. We also implemented a new Agile product management delivery process with our client, so they could accelerate development with more frequent release schedules.

results

UI/UX Expertise Shapes Client’s Internal Team

After completion of this work, a major growth barrier was removed for our client. The product was now easier and faster to use, while improving overall functionality. In addition, by implementing a product management delivery process and introducing Agile principles, our client was able to extend the use of the components library and continue its implementation after we transitioned off of the engagement. Our expertise in UI/UX also led to our client naming one of our colleagues as their interim Director of UI/UX, who went on to hire a full-time Director, defined the UI/UX process within our client’s product area and then hired, trained and coached the new UI/UX team members.

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Customer Experience Transformation Positions FinTech Platform for High Growth

Platform Needs Modernization to Meet Growth Goals

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