DSP Payments

Payments Dashboard

client

Amazon

industry

Logistics / Fintech (enterprise technology)

project

Payments Dashboard and Future Vision

services

Research Ops, UX Research

The challenge

Move past the ‘list’ to meet DSP needs to fully understand their current and potential earnings.

My task

Work with UX and Product to develop a vision for a new payments homepage and dashboard.

Project goal
  • Improve DSP’s financial outlook and decision making to decrease turnover.
  • Simplify invoicing and reconciliation to give DSPs back time.
Actions

I developed workshop-style, Figma-based tools to enable quantitative outcomes of co-create sessions with the customer.

We started the project with deep knowledge on the customer and how they manage their finances. As a team we decided that a design-based vision would provide the team the big ideas they could refine against business directives, and give leadership an immediate idea of our direction. I also had a designer who was eager to run sessions and needed a method that would support their design process. I set up 60-minute customer interviews, built the Figma research file and paired with the designer to execute the sessions.

DSP’s Ideal Payment Dashboards

DSP Payment Dashboard Visions

DSP Payment Dashboard at launch

“The payment portal is amazing! And I love that invoices have type/name now! Makes book keeping sooooo much easier! Thank you for hearing what we needed and getting it done quickly! Win win!”

DSP owner

“Having the payment portal work properly for me on mobile is awesome! Love the look”

DSP owner

After we enabled the new experience for a DSP live in a research session: “I wish I had conferenced in my wife… She would have lost her mind about this! ”

DSP owner / research participant

Outcomes

We launched a new payments portal for all US DSPs completely overhauling the legacy DSP payments experience and making it easier for DSPs to find, review, and download their invoices. It also includes a host of new features, including: centralization of all DSPs’ invoices in one place; a new “Pending action” section at the top of the portal, with to-the-minute countdown timers, so that DSPs can see which invoices to review first, and how much time they have left to dispute each invoice; search-ability of invoices, including the ability to filter by date range, invoice type, invoice status, and station; “one-click” invoice downloads; and overall performance improvements. We also designed this as a mobile-first experience, so that DSPs can review their invoices on the go, whether from their phones, laptops, or tablets.

The new payments portal also reduces DSP cognitive load:

  • A 71% reduction in the median dwell time per session, from 7.4 minutes in the old UX to 2.1 minutes in the new UX—a time saving of 5.3 minutes per session
  • A 90% reduction in the time it takes to select and download an invoice: from 30-40 seconds to 3-4 seconds
  • A 94% reduction in the time it takes to complete basic invoice search and collect tasks, from 2-3 minutes to <10 seconds