User Experience ยท Customer experience
Navigating FinTech and Payment Journeys with Trinity McQueen
3-day
community
SMEs
audience
B2B
payments
The challenge
Evaluating B2B payment management for SMEs
In the fast-moving FinTech space, understanding the practical needs of small and medium-sized enterprises (SMEs) is critical for effective service design.
We partnered with Trinity McQueen to engage directly with SME business owners, capturing their unfiltered views on open banking and testing the intuitiveness of various B2B payment journeys.
The goal was to identify the friction points that prevent business owners from adopting new payment methods.
Project context
- Industry FinTech
- Solution Customer experience
- Format Online community
- Participants SME business owners
- Methods Live journey evaluation, discussion
The approach
Testing complex journeys on our online platform
We established a three-day online community with a range of business owners, using our platform as a realistic sandbox for testing.
Live evaluation
Participants were asked to walk through several payment journeys, providing detailed feedback on the interface, the clarity of the content, and the overall helpfulness of the flow.
Targeted feedback
Our platform allowed us to isolate specific elements of the digital experience that felt confusing or unnecessary for a time-poor business owner.
Needs identification
By observing these interactions, we helped our partners identify exactly what business owners need to make a payment method feel reliable and effective.
The result
The friction that stops adoption
The community provided the granular evidence needed to optimise the payment interface. This project highlighted the external customer gap by showing that what works for a consumer does not always translate to the needs of a business owner, allowing the client to bridge that gap with a more effective, business-ready solution.
Ready to see incling in action?
Talk to the team about your research challenge and we will show you what is possible.