- Client
- Paylane
- Sector
- Payments
- Year
- 2025
- Timeline
- 6 weeks
- Team
- 2 designers
- Services
- Product Design
- −45%drop-off during sign-up
- 1 daymedian time to first payment
- −60%verification support tickets
The challenge
Merchants abandoned a 9-step verification flow, often at the document upload step, and support spent hours chasing missing paperwork.
What we did
Ask less, later
We cut the flow to 4 steps and moved non-essential questions until after the first payment.
Explain every request
Each document request says why it's needed and shows an example of what good looks like.
Save progress
Merchants can stop at any point and pick up on another device.
“They treated our roadmap like their own and pushed back when it mattered.”
Tom Achebe
COO, Paylane