Context
As businesses embrace digital sales, Billie noticed merchants facing challenges with integration times and operational complexities across various sales channels. To address this, we aimed to offer a unified solution adaptable to diverse sales models and integrated seamlessly with existing systems. Amidst our strategic focus on partnering with major PSPs, the need for a HPP solution became apparent.
Merchants are in search of a solution that enables better adaption to the emerging digital and hybrid sales models; and addresses the challenges related to decline management and integration complexity.
Discovery
Desk research revealed HPP as a prevalent solution in our space. User research highlighted the preference for HPP among both merchants and buyers. Notably, buyers emphasized maintaining brand connection, viewing order details, and correcting information.
Product goals
By reducing integration time we can provide merchants who are tech poor with a solution to enable us.
With continued growth, our support team was in danger of being overworked - and as such unable to aid those in true need.
Naturally Billie and merchants didn't want to lose out on TPV through a low converting product.
Solution
After numerous iterations, we integrated our existing widget into the HPP to ensure seamless error handling and user support. We showcased order details to prevent post-purchase surprises. Introducing an incomplete data scenario eased merchant burden, allowing buyers to provide necessary information. We also introduced a new visual language, "Paper," to unify our product design.
Next steps
The team is finalising tasks for an early Q1 2024 launch. Following this launch, follow up functionalities include:
Through the existing Merchant Dashboard, we plan to enable the distribution of payment links.
The next step for the HPP is adjusting risk procedures and APIs to enable in-store purchases.