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From May to July of 2023, I had the privilege of working with the product team at MerchantE. MerchantE is a end to end payment processor that carved out a space in eCommerce shortly after their founding in 1999.
When I joined the product team my supervisor asked myself and another intern to develop user personas for various stakeholders within MerchantE. As a company, ME is working on modernizing their platform, and the product managers needed assistance determining which issues to address and which issues affected the most users. We began by conducting user interviews and contextual inquiries to discover pain points and orient ourselves to the very complex and ever change payment industry. We analyzed our finding via affinity mapping, and with that data we created 8 user personas based off the 15 roles we spoke to. |