Dim Ergashev
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Tinkoff Kassa

Redesign merchant’s personal account

New merchant's personal account: dashboard and new payment link screens

Context

Tinkoff Kassa is a top-2 acquirer in Russia with 300k+ merchants. With the help of our service merchants accept payments online, issue invoices and manage their transactions and orders in the interface of personal account

Problems

  • The first version of the personal account was made more than 7 years ago and is no longer functional or consistent with the tinkoff ecosystem
  • There is no understanding of exactly how merchants use the personal account, what is important to them
  • No mobile version available
  • Small retention
The old version of the personal account

To do

Conduct research and identify the main usage scenarios of the personal account, gather insights and build a new version of the interface based on them.

Research

Conducted 12 in-depth interviews with different categories of users and measured CSAT.
Key Insights:

  • Merchant visits personal account to view or confirm recent transactions and refunds, invoice, make refunds
  • 80% don’t use analytics because they are difficult to use
  • Need the amount of turnover
  • Need a mobile version
  • Inconvenient billing, especially when there are a lot of items, you have to enter it yourself piece by piece
Research: interviews and CSAT measurement

Solution

Main page

  • Total turnover for all shops and individually
  • Quick actions that cover the most frequent merchant scenarios
  • Recent transactions and payouts
  • Easy-to-understand analytics with key metrics placed at the top
Main page: turnover, quick actions, recent transactions and payouts

Transactions

  • The main functionality has been moved to the top (search and filter by status)
  • Ability to personalise the table by customising columns
  • Transaction detail including list of items
Transactions: search and filter on top, customisable table
Transaction detail including list of items and history

Payment links

  • We have added the ability to upload items piece by piece or using an excel file, now when issuing a new invoice you can select a product or service from the list and do not have to re-enter each time. Each new item added when issuing a new invoice will be saved for future use
New payment link: fiscal receipt and goods list
Payment links: goods and services library

Mobile version

  • All layouts were adapted for comfortable use on mobile devices — the previous version had no mobile adaptation at all
Mobile version of the personal account

Impact

CSAT 4.2 → 4.5Merchants rated the new version of the personal account higher
Retention +15%Merchants visited the homepage more often, including from mobile devices
Support calls −18%The interface is now more intuitive, with transparent analytics and quick actions on the home screen
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