Summary
Aim: Help NatWest launch their our own merchant acquiring and payments proposition aimed at SMEs.
Outcome: Tyl by NatWest was launched in 2019, including straightforward customer on-boarding, simple pricing and next working day settlement. The offering provides smart data-led insights to help customers make informed business decisions with access to a sophisticated card acquiring capability (in-store and online), as well as tools to help them manage and grow their business and give back to their communities.
Consultancy: Class35, London
Role: Service Design
Background
Since divesting Worldpay in 2008, RBS have been cut out of a hugely valuable segment of the FS landscape, acquiring. Reviewing their options, the bank decided to launch a new brand in the space, aimed at SMEs.
Role and activities
I was onboarded to lead the service design activities ensuring experience delivery at pace.
Planned and facilitated merchant interviews to understand current pains and barriers with existing card terminal/payment providers and to identify unmet needs and expectations - making evidence based design decisions.
Blueprinted the ‘to be’ state of the future service, marrying user needs and supplier activities, identifying and understanding constraints and work-aorunds to create a consistent and seamless experience.
Facilitated creative workshops aligning teams (including core team and new contractors) with regards to shared vision and desired outcomes.
Collaborated with UX teams to ensure a seamless blend between the digital and analogue experiences across the customer lifecycle - using prototyping and demonstration to unblock key design challenges.
