How can we design a system that effectively manages and governs all of Limepay's portfolio experiences?
Client
Limepay
Role
Service Design Consultant
Services
Journey Mapping
Journey Management
Responsibility
Manage and executor of market research, mapping current state experiences to find opportunities for improvements.
Background
The buy-now-pay-later (BNPL) industry is rapidly evolving, with increasing demand for seamless, customer-friendly payment experiences. Limepay, a BNPL startup, sought to elevate its in-store purchasing journey by integrating with Mastercard’s backend infrastructure. The objective was to create a future-state experience that prioritizes both customers’ ease of use and operational efficiency, ensuring the solution aligned with Mastercard’s robust global standards. This initiative required close collaboration between Limepay’s product teams, Mastercard’s executives, and other key stakeholders.
My role encompassed leading cross-functional workshops to drive collaboration, crafting detailed current and future-state experience maps, and bridging the gap between technical requirements and business objectives to align all stakeholders around a unified vision.Beyond strategy, I introduced a robust journey management framework that empowered teams to track, refine, and implement improvements easily. By embedding customer-centricity into every stage, I ensured the solution was feasible and scalable and deeply attuned to user needs.
My Role
- Facilitating cross-functional workshops to ensure alignment between Limepay and Mastercard teams.
- Crafting detailed current and future-state experience maps, visualizing every touchpoint and interaction.
- Developing a journey management framework to provide visibility, discoverability, and scalability for the mapped processes.
- Fostering stakeholder collaboration, bridging the gap between technical requirements and business objectives to create a unified vision.
- Embedding customer-centricity into every process stage to ensure the final solution meets user needs.
Strategic Workshops
- Conducted collaborative workshops with Limepay and Mastercard teams to co-create a shared vision for the future-state journey.
- Identified key pain points, opportunities, and priorities through structured activities and open dialogue. Journey Mapping:
- Mapped the current-state onboarding and purchasing journeys to identify areas of inefficiency.
- Designed future-state blueprints, highlighting optimized touchpoints and backend integrations. Dynamic Journey Management:
- Created a centralized repository using tools like Miro and Confluence to house all journey artifacts.
- Introduced version control, tagging, and filtering to ensure teams could easily update and refine processes as needed. Collaborative Governance:
- Established clear ownership for journey updates and defined a governance model to maintain team alignment.
⸺ Qualitative Research
Leverage agile frameworks to provide a robust synopsis for high level overviews. Iterative approaches to corporate strategy.
⸺ Sketch Visualization
Organically grow the holistic world view of disruptive innovation via workplace diversity and empowerment everyday routines.
⸺ Engineering Strategy
Leverage agile frameworks to provide a robust synopsis for high level overviews. Iterative approaches to corporate strategy.
⸺ Rapid Prototyping
Organically grow the holistic world view of disruptive innovation via workplace diversity and empowerment everyday routines.
⸺ CMF Specification
Leverage agile frameworks to provide a robust synopsis for high level overviews. Iterative approaches to corporate strategy.
⸺ Product Packaging
Organically grow the holistic world view of disruptive innovation via workplace diversity and empowerment everyday routines.
Conclusion: Multi-Channel Journey Management
This approach provided Limepay with a centralized, transparent, and scalable way to manage their customer journey. Teams could now:
- Easily access current-state insights and future-state plans in one place.
- Collaborate efficiently across functions with a shared understanding of goals and priorities.
- Continuously refine the customer experience based on evolving needs and feedback.