William Stewart

• Payment forms were significantly improved. 80+% of e-commerce clients greatly preferred the new system for quicker & easier creation, branding & deployment of payment forms. It reduced the steps from 11 to 4 & eliminated dangerous security holes.
• Shopping cart abandonment before payment was reduced. Early tests indicated a reduction of 22%.
• The Global Onboarding framework was successfully rolled out for products in North America & Asia Pacific & was easily extensible to all regions.
• The onboarding system was successfully extended to allow large partners to onboard sub-merchants.

A newly formed payments conglomerate (Bambora) needed to bring design culture to each global region to improve product quality. My challenge was to create & apply a design culture & standards in North America. This included redesigning e-commerce portals, B2C pay forms & B2B tracking systems.

I was responsible for managing all UX design for North America for a new global conglomerate. I led the redesign of many e-commerce products & made contributions used globally.

The starting point in bringing better design to the North America division was to redesign the antiquated customer back office portal.

• Analyzed research & stakeholder input to identify the key personas & tasks from among the backoffice’s 77 overstuffed options screens.
• Collaborated with business analysts to do feature analysis & conducted card sorts to establish a logical information architecture.
• Identified customer acquisition, retention & payment forms as the key design problems. Compiled competitive analysis of market leaders: Stripe, Square, Braintree & Worldpay.
• Collected research from various regions to build a global analysis of customer segments, personas & business drivers that was widely referenced throughout the company.

• Unified the work of product owners, analysts, devs, visual designers, QA & support as parts of the North American design team.
• Mentored team members on rapid prototyping & design methodology.
• Led responsive designs on the back office, marketing, help portal & other projects.
• Managed local design standards & style guides. Introduced contextual help as a better way to help customers with the most complex features.
• Designed optimized payment forms. Created simplified workflows for clients & developers to create, rebrand, customize & deploy streamlined payment forms.

Contributed to evolving global design initiatives while leading the local design team & developing standards.

• Contributed to the design of a new, much simpler global back office for initial rollout in Sweden & eventual rollout in all global regions.
• Led global design team collaboration for Client Onboarding.
• Designed an optimized expert system workflow for Global Onboarding. Customized the workflow for different products, customers & regional limitations.