User management

We conducted interviews with Payoneer clients across different business types and team sizes, synthesized using Hey Marvin. Four clear unmet needs emerged:

1. Roles were too broad: users wanted granular control over who could do what.
2. Teams needed maker-checker functionality: one person initiates a transaction, another approves it. 
3. As organizations grew they needed better tracking and team-specific access like cards with user-level limits. 
4. Only one email could receive login and payment notifications, creating a single point of failure.

I audited 9 platforms including Mercury, Square, Stripe, Airwallex, Wise, and Melio. Three patterns stood out: guided onboarding for invitations, clear role descriptions with easy comparison, and simple management dashboards. 

We restructured the management page around clarity and scalability. A new Roles tab gives users a permanent overview of all roles in one place. Permissions are described by product area, familiar from the main navigation, with clear visual indicators showing what each role can and cannot do. A contextual menu next to each user handles actions like change role and remove user. The structure is designed to scale as new actions and roles are added in the future.

The original flow was fragmented, confusing, and offered too few roles. The redesign introduced a guided wizard that takes users through each step one at a time: user details, role selection, summary. The flow is scalable for new roles and supports custom role creation for granular permissions, one of the most requested features in research.

Maker-checker was a critical unmet need, especially for finance teams. We introduced a dedicated approval capability: contributors submit transactions for approval, managers approve or decline. The pending approval notification lives on the home page, where it gets a 90% click rate. Transactions awaiting approval have a dedicated tab within the transactions page, keeping them visible without cluttering the main activity feed.