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STEP 1 | Problem & Context
A Legacy System
at Breaking Point
7 Steps
Terminal Creation Flow
Higher Churn vs Benchmark
2.3×
8s
Average Login Time
0%
Mobile Responsiveness
"The legacy portal was overly complex and non-responsive, leading to a 2.3× higher churn rate compared to benchmarks."
DNA Payments serves thousands of enterprise merchants processing hundreds of millions in transactions annually. The existing portal had accumulated years of technical debt - a monolithic interface designed for desktop-only use, with no coherent design system and a workflow architecture that required up to 7 steps for basic operations.
Merchants faced 7-step flows for routine tasks, with no contextual guidance or progress indicators.
Complexity Overload
Zero Mobile Support
The portal was entirely desktop-only, excluding a growing segment of mobile-first merchants.
Data Fragmentation
Critical metrics were scattered across 5 separate screens with no unified dashboard view.
Support Cost Spiral
High cognitive load drove a 340% increase in support tickets over 18 months.
CASE STUDY:
DNA Payments
TransformingEnterprise WorkflowOrchestration
Redesigning B2B payment management for global scale and massive transaction volumes - a complete UX transformation that redefined how enterprises interact with financial data.
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