We have worked with merchant services company Pollinate since its inception to design and launch category-defining digital products in the UK and Australia
Pollinate was founded to partner with global banks to defend against disruption and to reclaim their rightful place in the payments value chain.
We’ve worked with them since their launch and proudly still do. Together we designed the platform that NatWest used to re-enter the merchant acquiring space - Tyl by NatWest.
“Acquiring is in a race to the bottom.”
case for change
We started working with Pollinate at its earliest stages - when we were helping RBSG to weigh up its options as it re-entered merchant acquiring.
Partnering with Pollinate’s impressive leadership team, we packaged up strands of deep thought into a coherent and compelling set of collateral to make the case for change.
We interviewed merchants to understand their pains, expectations and barriers in running their business and shaped a solution that took the pain out of running a merchant business.
We used blueprinting to bring together a number of suppliers within a consistent experience framework, based on merchant need.
With an ambitious deadline and even more ambitious product to build, we set about “creating the plane whilst we flew”.
As sprints began we continued to onboard experienced product owners and designers from our network - whilst establishing the processes, methods and ways of working to continue experience delivery at pace.
Working with a near-shore delivery partner, we established a delivery approach that balanced the need for high-quality front-end delivery and complex integration requirements - using prototyping and demonstration to unblock key design challenges.
As the product matured, we established regular user-testing sessions to validate features with merchants.
As NatWest looked to deploy the Pollinate platform, we developed a new brand identity that balanced the trust and familiarity of the NatWest brand with a bold and new look for the payments industry.
Using CGI “merchantscapes”, we created a unique brand look and rolled this out across all channels, including the product and its public website.
Building a culture of merchant-centricity
Throughout the process, we embedded primary merchant insight at the heart of all of our product activities.
From observational research with merchants, testing interfaces before go-live, or analysing contact centre data to reduce failure demand and increase efficiency - product efforts were prioritised based on merchant value.
From idea to go-live in less than 12 months
Pollinate raised £70m in funding from global investors following the successful UK launch of its platform
The product has significantly higher NPS scores than other payment services