Gigapay
Improving customer workflows
Gigapay is an invoice-consolidation platform that turns marketing campaign payments from enterprises and agencies into micro payouts for individual creators and influencers worldwide.
Solo product designer in a startup setup
5 months — 2023 to 2024
Problem space
When using Gigapay, campaign managers are faced with several things to do and keep an eye on as the invoice and campaign life cycle goes on. We need to make sure the application is frictionless to them and an operator can clearly see what they need to do or focus their attention on for the day. How do we simplify the interaction, and clearly communicate what we expect or when something is wrong to the operator?
Business strategy
For Gigapay, the way to get customers is to show them how it works, integrate the payment workflow into their existing infrastructure and demonstrate a number of valuable case studies to win them over. We decided to redesign and improve the payment sending experience first, as we understood that by showing a better tool to use we would get more volumes. We also invested in documentation and guides to help our customers set up their own process.
Mapping payment workflow
Some of the most valuable work has been to sit down, run workshops and map out exactly what happens in the process of sending money from one agency to one creator. We faced several terminology issues and reckoned with the fact that our system had been incrementally patched together without a core thinking of the system overall. Working on understanding and communicating our workflow also helped us identify areas for its improvement.
“One of my key contributions to the project has been to work on nomenclature, task definition and clear visual explanation of next steps for users of our tools. We did get a business pushback as we risked exposing that a lot of our payments were not completed, but realised that trust was more valuable to us in the long run.”
Platform recommended experience
To help customers optimise their operations, we went ahead and created a design blueprint on how a marketing campaign management system should be set up and integrate with our payment infrastructure. We identified that our customers were building their own platform and needed guidance on what should be done. This also showed them that we understood our industry and their business.
Outcome
With this project we really went from confused small customers to large corporations wanting to integrate their marketing campaign workflow with our infrastructure. This allowed us to chase bigger and more stable corporations, and I could safely say that it helped us land a deal to handle marketing payments for Klarna.
Learnings
When knowledge is fragmented you need multiple people in the room to piece the puzzle together. I lost the first month of the project thinking that the CTO had the full knowledge about payment infrastructure. It turned out he had knowledge about the legacy structure, and the system had moved on in complexity and names of events had changed since then. It is always good to assume several people might have the information, especially when writing down documentation for the first time.
