Challenge
Merchant onboarding was fragmented, policy communication was ambiguous, and enforcement logic lacked clarity. This resulted in drop-off during verification, increased operational overhead, and reduced platform trust signals across global markets.
Results
Re-architected onboarding flows and clarified verification states to reduce ambiguity and improve transaction transparency. Aligned UX decisions with operational logic to improve merchant confidence and internal efficiency.
Key Metrics
Increased merchant verification completion rate by
41%
Reduced onboarding and training time through multilingual UI improvements by
25%
Improved dispute and infraction workflow conversion from 4% to
45%
