During my time at Paystack, I worked on impactful product initiatives such as increasing the success rates of onboarding procedures for over 200,000 businesses, reducing the company's chargeback costs by millions of naira, and leading the growth of a 0 - 1 product - Corporate Cards, which has enabled Paystack's expansion efforts across several countries on the African continent.
An expense management system designed to help fast growing teams spend less.
We built a painless way to manage company finances by providing teams with easy access to premium virtual and physical cards, coupled with a suite of tools that helps them leverage financial data models and insights to track how money moves through the company.
Themes: Increasing Revenue and Driving Expansion to new markets.
I joined the New Business team responsible for exploring innovative opportunities to expand the range of products at Paystack. As the Product Design Lead on the team, I was responsible for driving innovation, conducting user research, executing product experiments while managing two other designers and supporting the development of the flagship product for our untapped markets.
The goal was to develop a suite of products that can achieve scale comparable to other well-known Paystack products, such as Checkout, Commerce and Business by finding product market fit and expanding globally.
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I approached the challenge as an opportunity to start from scratch and build something truly exceptional with my team. And in the space of a year, we built some of the best expense management products for businesses; by engaging stakeholders, creating products and programs to reach new target markets and driving initiatives to increase our revenue and improve decision-making across the board.
Today, we have managed to triple the rate of international growth and engagement at Paystack by leveraging machine learning algorithms to personalise savings strategies for businesses, identifying ways to help teams trim unneeded subscriptions and intelligently present spending-related insights. The project’s success was instrumental in supporting our expansion efforts across the continent and its compelling value proposition continues to attract over a million Paystack customers today.
"This is an instant pulse-check of spending across the org and smart custom suggestions that save us money, in the place we spend the most time" - Wes, COO at Gokada ($1B+ valuation).
Themes: Optimising Activation and Onboarding to Facilitate Expansion
Here, I led design on a cross-company project across 8 teams to support our expansion efforts across the continent by improving the success rates of our onboarding and review operations, eliminating fragmentation of workflows across several platforms and greatly reducing pressure on support. This effort positioned Paystack for exponential growth by attracting a user base of over 80,000 merchants across Nigeria, Ghana, and South Africa.
Themes: Increasing Productivity and Simplifying Processes
In my first few months at Paystack, I worked with the Refund and Disputes team, where I was responsible for figuring out how to optimise our refunds and dispute operations.
Our team just had three weeks to come up with a solution. So, in collaboration with the data lead, product manager, legal and customer success teams, I looked through our data logs, conducted interviews with some of Paystack’s customers, and listened in on customer support conversations to identify pressure points that guided how we arrived at the solution.
I also led workshops to help the team collaborate more clearly and get a resolution on the procedures we were putting in place to address this.
In the end, we were able to develop strategies that increased the efficiency of Paystack's refund operations while reducing the fraud count by 30% for our top 100 merchants. The winning idea was to spread some of the risks related to covering chargeback fees to the customer through a rework of some of our legal policies, which meant we were able to save the company over NGN 70 million worth of chargeback fees.
I've also helped to streamline core services like multi-platform design systems, internationalisation and a few of its internal tools; with a focus on optimizing for growth-related features as we expand as a multi-product company across the global market.
