01/ The challenge

Crafting an onboarding process that meets Getnet’s needs while remaining competitive and minimizing merchant pain points is paramount. The goal is to ensure merchants can complete the onboarding swiftly and seamlessly.

Understanding onboarding

Onboarding is a critical part of the user experience for both Getnet and the merchants. For Getnet, it aligns business objectives with product requirements, introduces new business needs, and maintains a global perspective to deploy solutions across different countries. From the merchant’s perspective, the onboarding process must meet their expectations, especially those accustomed to quick onboarding procedures typical of payment aggregators that require minimal data. However, as a bank-backed platform, Getnet must request more information to meet risk management protocols.

The genesis of transformation

Getnet’s journey to enhance the merchant onboarding experience began with a comprehensive testing phase involving real merchants. Through this immersive process, invaluable insights surfaced, revealing critical pain points that needed immediate attention. These insights laid the groundwork for shaping the self-onboarding process into a more intuitive and user-friendly experience.

Critical revelations from this phase brought to light pain points—an untimely request for sensitive information, hurdles in product comparison, an overwhelming display of rates, delayed discovery of product pricing, and a convoluted data collection process.

Evolution unleashed

Armed with insights from the initial testing phase, Getnet embarked on a journey of evolution—introducing version 2 of the self-onboarding process. This transformative phase saw sweeping enhancements in information architecture, usability, visual design, and interactivity. The objective was clear: to create a seamless onboarding experience that met the diverse needs and expectations of Getnet’s global merchant base.

02/ The solution

User-centric testing

Version 2 of the self-onboarding experience underwent rigorous testing with business owners who had purchased a POS within the last two years. Through 17 one-to-one user interviews across three countries (Mexico, Argentina and the UK), invaluable feedback was gathered, shaping the refinement process.

A well-structured process

Feedback from users highlighted the revamped onboarding process as standard, smooth, and straightforward. Users appreciated the intuitive nature of the process, with clear indications of progress and tasks pending.

Lengthy, but not perceived as a disadvantage

Users described the process as somewhat lengthy, but understood it was due to a bank such as Santander backing up Getnet. When giving a rate out of 10 of how long they thought the overall process was, they gave it an average of 7/8 which is a huge improvement in comparison to the first version of the onboarding, where no users would finish the process.

Pricing transparency and clarity

Merchants lauded the transparent pricing model based on their annual turnover but expressed a need for better understanding. While appreciative of the adapted rate, users sought clearer explanations regarding the pricing table and still looking for a transaction fee.

Closure and clarity

While the contract signing marked the perceived conclusion of the process, users expressed confusion regarding the next steps and timeframe. They emphasized the need for clearer communication on what follows after signing the contract, particularly concerning the delivery of POS devices.