Merchant-centric design is critical to customer economics

Acquiring is in a race to the bottom

As contactless proliferation continues and ecommerce spend continues to rampage - the merchant acquiring market is sailing with the powerful tailwinds of global consumer behaviour. Neobanks, telcos, traditional banks and technology companies are all sizing up an assault on this honeypot of financial services revenue.

If data is the new oil, payments is the new Gulf of Mexico, and it is only a matter of time before the most valuable technology companies become the most valuable payments companies by leveraging their powerful brands and design-native mentalities to meet the needs of modern merchants and in doing so muscling their way into the value chain.

Just as immunisation is the injection of just the right amount of a disease to build immunity - the payments industry needs a similar shot in the arm. It needs to inject itself with the right dose of design-thinking, digital product innovation and challenger mentality to defend against the advances of digital challengers. We call this merchant-centric design.

Capabilities

Product & service strategy

Proposition Design

Product Audit / Benchmark

Customer Research

Digital product development

Product Strategy

Product Ownership

Product Delivery

Design & brand

Brand Identity

Product Design (UX/UI)

Service Design

The pay-off

Realigning operations and propositions around merchant needs increases advocacy and customer retention

Robust customer insight makes it easier to frame product development, prioritisation and partnership strategies

Whether micro merchants or switchers, merchant-centric design can shape unique propositions around specific segment needs

Merchants consider more than headline rates, and getting the right propositional messages in market is key to winning

Improved NPS

Realigning operations and propositions around merchant needs increases advocacy and customer retention

New product development

Robust customer insight makes it easier to frame product development, prioritisation and partnership strategies

Segmented propositions

Whether micro merchants or switchers, merchant-centric design can shape unique propositions around specific segment needs

Winning the market

Merchants consider more than headline rates, and getting the right propositional messages in market is key to winning