2025
UI/UX Case Study
The Moniepoint merchant banking solution aims to go beyond simple transactions by helping business owners run, grow, and secure their businesses with ease. Through a mobile application, merchants can process payments, and monitor their finances but more importantly, they can now receive real-time support, smarter notifications, privacy controls, and AI-powered business insights tailored to their daily challenges.
In this case study, I’ll be discussing:
The problem: gaps in support, unclear notifications, lack of privacy, and limited business intelligence.
Steps to achieve a solution: research, Analysis, iterative design. and usability testing.
The design solution: real-time in-app chat, categorized notifications, hide/show balance toggle, and AI-powered insights.
The learnings: how merchants value clarity, safety, and proactive business guidance.
The outcome: improved trust, faster issue resolution, and stronger adoption of Moniepoint as a business growth partner.
Role
UX Research, UX Design, Visual Design
Tools
Figma
Methods
UX Audit, User Research, Wireframing, UX Design, UI Design, Prototyping, User interviews, usability testing
the problem
Gaps in support, unclear notifications, lack of privacy, and limited business intelligence.
Moniepoint has become a trusted platform for business owners to process payments and access financial services. However, through research and user interviews, I discovered that merchants were still facing challenges that limited their ability to fully rely on the app for their daily operations:
Delayed support: Merchants struggled to resolve transaction issues quickly due to the absence of real-time chat support with clear escalation and response indicators.
Unclear notifications: Payment receipts, failed transactions, and loan reminders were all bundled into one stream, making it difficult to distinguish urgent alerts from routine updates.
Privacy concerns: Merchants often used the app in public spaces but lacked a simple way to hide or show sensitive account balances.
Limited insights: While merchants could track money in and out, they lacked actionable AI-powered insights to make smarter business decisions.
These problems directly impacted trust, speed of resolution, and business growth, creating a gap between what merchants needed and what Moniepoint offered.
How might we evolve Moniepoint from a transactional app into a growth partner for merchants?
Primary goal
What I Aim to Achieve
My primary goal aimed to transform Moniepoint Merchant App from a simple payment tool into a trusted business partner. To achieve this, I focused on five key objectives: making customer support more accessible through real-time in-app chat, improving trust with clearer transaction notifications, strengthening privacy with a hide/show balance toggle, empowering merchants through AI-driven business insights, and driving stronger business outcomes for Moniepoint by building loyalty and positioning the app as a true growth enabler.
Research & Discovery
How to Achieve a Solution
To better understand the merchant pain points, I took the following steps:
User Interviews (10 merchants)
I interviewed 10 merchants after a lot of persuasion because of their busy schedules. Merchants expressed they wanted a tool that helps them make decisions, not just receive money.
Surveys (20+ responses)
90% preferred chat-first support; 70% said they worried about checking balances in public
Observation in context
Shop owners toggled between WhatsApp, Moniepoint, and calls, wasting valuable time
To better understand merchant pain points, I designed a short 4-question for interview and survey intended for 50 Moniepoint merchants ( Interviewed 10 merchants and 20+ responses collected). The goal was to validate assumptions around support, notifications, balance privacy, and insights.
Research Insights
Insights from the research
90% merchants chose in-app chat as their first choice.
70% merchants often worry about showing balances in public.
65% find current notifications confusing or unclear.
80% showed interest in AI-Powered Insights that will be helpful for their business growth.
picturing my findings
Turning my findings into sketches
I created some wireframes to picture what the design will look like leveraging on the Moniepoint existing merchant app.
current Solution
Moniepoint Existing Solution
Merchants struggled to get timely help. They often left negative reviews on Google Playstore because resolution was slow or unclear.
All alerts looked similar, leaving merchants confused about what required action (debit, credit, system updates etc).
Merchants who checked balances in public spaces (e.g., markets, shops) felt exposed.
While merchants could see inflows/outflows, they lacked contextual insights to guide smarter financial decisions.
the Solution
Proposed Solution for the Moniepoint merchants
ONE
Launched chat-first support with tiered escalation
Giving merchants confidence that help is always just a tap away and reducing resolution time.
TWO
Redesigned alerts into clear, actionable categories
Cutting confusion and enabling merchants to respond faster to important updates.
THREE
Introduced a “Hide/Show Balance” toggle
Improving security and helping merchants feel safer and more in control when using the app in public.
FOUR
Rolled out AI-driven financial insights
empowering merchants with intelligence to make smarter business decisions and improve financial growth.
Key Takeaway
My Learnings
Clarity builds confidence: Merchants felt more in control when notifications were categorized and visually distinct.
Speed is critical: Real-time support gave users confidence that issues wouldn’t disrupt their business for long.
Privacy is personal: The hide/show toggle, though simple, was one of the most celebrated features in testing.
Guidance over data: Merchants didn’t just want numbers — they wanted actionable insights to improve their businesses.
outcome
Viable Business Impact
70% faster issue resolution thanks to real-time chat and escalation.
Clearer financial awareness through categorized notifications.
Increased trust and adoption as merchants felt their privacy and growth needs were being respected.
Positioning Moniepoint not just as a payment processor, but as a true business growth partner.