iZettle Advance - Customer Journey

My role: Senior UX designer

Year: 2019

Our objective was to create a customer journey map for the iZettle Advance product, focusing on closing knowledge gaps, identifying opportunities, and uncovering potential problem areas for further exploration. This initiative served as a foundational step in shaping the product’s future vision and refining the target audience.

For this project, the three designers in the Capital team and the PM traveled to London to interview 20 users, including both Advance eligible merchants and customers who had already taken an Advance. We combined these insights with findings from previous rounds of research conducted over the years to build a comprehensive understanding of the customer experience.