Project:

• New homepage product education for merchants
  • Design + Content
  • Hotjar: Heatmap / Poll
  • A/B Test
• New application design + UX
  • Design + Content
  • Rapid testing + fast follow iterations
  • Hotjar: Analyse Recordings + Poll
• Onboarding landing pages
  • Design + UX Writing
  • Responsive web design
• Email communications
  • Design + Copy
  • Drop-off engagement
  • Approval / Decline comms update

<aside> 👉 Merchant acquisition homepage - Zip.co/business/payments

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<aside> 👉 Onboarding Funnel Application - Zip.co/business/payments/apply

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Background:

• Zip merchant application was originally constructed in 2016 meaning older tech, manual processes and a non-responsive experience.
• Performance: Old application collected 1690 leads (Sept 19) and only 45% were quality leads to qualify fully as a merchant.
• Old application averaged to take 14 days from initial sign up to approval - due to manual checks and on-going communication for further information.

User pain points:

• Long wait time to be approved
• Time consuming application process to know if their business is eligible
• Had to complete entire application form to know if business is eligible
• Unclear next steps and application status