Case Study
Merchant Platform
Building tools that simplify complex merchant operations
By Janahan Thavendran · 1 min read
Challenge
Merchants struggled with fragmented tools for onboarding, payments, reporting and support.
Context
The platform served merchants of different sizes and markets, each with different operational needs.
What we did
- Mapped merchant journeys from onboarding to daily operations
- Identified the highest-friction operational tasks
- Defined a focused roadmap for merchant tooling
- Worked with engineering and operations through delivery
Technology
Merchant dashboards, onboarding flows, payment and settlement reporting, mobile tools and support integrations.
Product decisions
- Solve the most frequent merchant tasks first
- Design for smaller merchants without blocking larger ones
- Use operational data to guide prioritisation
Outcome
Simpler merchant operations and a product roadmap grounded in real merchant behaviour.