How do you communicate Zen’s full-stack payment solution multi currency wallets, low fees, instant transfers—in a single scrollable page that converts? Create a business user-friendly onboarding process. Such processes are usually very complicated. That is why we decided to use Natural Language for this purpose.

Goals:

Competitive & User Audit
Benchmarked leading challengers (Revolut, Wise, Payoneer): all open with a clear
“hero → key benefit → social proof” arc.

Qualitative Interviews

Interview sessions with focused groups

In-Depth Stakeholder & User Interviews

To quickly understand the product, we ran structured interviews with key stakeholders. We prepped targeted questions, mapped roles, and fostered open, recorded sessions to gather rich feedback.

Sessions covered:

Customer Service: User needs and daily challenges
Developers: Technical priorities and product strengths
Legal: Compliance and feature requirements
Product: Engagement, metrics, and user feedback
Marketing: Campaign effectiveness and business goals
PO/PM: Synthesis of findings and next steps

This process captured diverse perspectives, ensuring the design met both business and user needs.

Key Takeaways

Lead with pain relief: “Tired of hidden fees?”
Surface trust instantly: license badges, press logos, encryption icons
Chunk complexity: break features into “Wallet → Cards → Transfers → Integrations”