Engagement at a glance
41% drop in task-completion time for core reconciliation
37% fewer navigation-related support tickets in 60 days
84% onboarding completion, up from 61%
200k+ merchants served with zero regression bugs at go-live
The business context
When a Series B fintech client came to us, their merchant dashboard had become a patchwork of features added over three years without a unifying information architecture. Power users knew workarounds. New merchants abandoned onboarding. Support tickets about navigation and reporting had doubled year-over-year.
The product worked reliably under the hood — settlement times were competitive and uptime was strong. The interface was the bottleneck. Users were doing the hard work that good UX should eliminate.
The challenge
The dashboard served two distinct user groups: small business owners who logged in weekly to check payouts, and finance teams at larger merchants who lived in the platform daily for reconciliation and reporting. The existing UI treated both audiences identically, burying critical actions under nested menus and surfacing low-priority alerts prominently.
Any redesign had to ship without disrupting live operations for 200,000+ merchants. Downtime was not an option, and the engineering team needed a component-based design system they could implement incrementally.
The Creavate approach
We embedded with the product team for four weeks of discovery before opening Figma. We ran contextual inquiry sessions with 24 merchants across business sizes, mapped task flows for the six most common jobs-to-be-done, and quantified friction points with time-on-task benchmarks.
- Restructured navigation around merchant mental models: Money In, Money Out, Reports, Settings
- Designed role-aware home screens — simplified for SMBs, data-dense for finance teams
- Rebuilt the settlement and reconciliation flows, reducing steps from seven to three
- Created a Figma component library with 80+ documented components aligned to the existing React stack
- Ran two rounds of moderated usability testing with prototype iterations between sessions
- Partnered with the client's engineering lead on a phased rollout plan to de-risk launch
The design system was the delivery mechanism. Features could ship incrementally against shared components, so the live merchant base never had to absorb a big-bang UI cutover.
The outcome
The redesigned dashboard launched in phases over six weeks with zero regression bugs reported at go-live. Task-completion time for the core reconciliation workflow dropped 41%. Navigation-related support tickets fell 37% in the first 60 days. Onboarding completion for new merchants improved from 61% to 84%.
The component library became the foundation for the product team's ongoing work — new features now ship faster because design and engineering share a common system.
What this means for your business
If your product is reliable but merchants still open support tickets to find the next action, the work is information architecture — not visual polish. Role-aware surfaces and a component system let you redesign a live fintech product without betting the business on a single release.
The constraint is rarely Figma. The constraint is shipping UX into production without breaking 200,000 workflows.
“We did not just get a prettier dashboard. We got a product our support team stopped apologising for — and our merchants noticed immediately.
Technologies and capabilities
- UX Research,
- Information Architecture,
- Fintech Dashboard Design,
- Design Systems,
- Figma,
- Usability Testing,
- React Component Alignment,
- Phased Rollout
Ready to start?
See how Creavate can design, build, and scale the next chapter of your brand or product.
Frequently Asked Questions
Yes. This engagement shipped in phases over six weeks against a component library aligned to the existing React stack. Zero regression bugs were reported at go-live because the rollout was incremental, not a hard cutover.
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