TradeCredit
Designing for trust
Industry
Enterprise SaaS
Enviroment
Web
CSP Dashboard
CSP Dashboard
To respect my non-disclosure agreement, I have altered or removed any confidential information in this case study. The details shared are based on my own experience and do not necessarily reflect the company’s official views or facts.
To respect my non-disclosure agreement, I have altered or removed any confidential information in this case study. The details shared are based on my own experience and do not necessarily reflect the company’s official views or facts.
Context
Nigeria's economy pulses with the energy of over 40 million small and medium-sized enterprises (SMEs). These businesses are the lifeblood of the country, contributing significantly to GDP and employment. Yet, these businesses struggle to scale because they lack access to the critical services provided by corporate service providers (CSPs).
Context
Nigeria's economy pulses with the energy of over 40 million small and medium-sized enterprises (SMEs). These businesses are the lifeblood of the country, contributing significantly to GDP and employment. Yet, these businesses struggle to scale because they lack access to the critical services provided by corporate service providers (CSPs).
The core challenge? Trust
The core challenge? Trust
CSPs, including banks, insurers, and venture capitalists, hesitate to engage SMEs because of insufficient Know Your Customer (KYC) data. These gaps burden them with high investigation and verification costs, operational inefficiencies, and risks that CSPs aren’t always willing to bear. Conversely, SMEs lack the resources or knowledge to meet the rigorous compliance standards required to unlock these services. As a result, SMEs remain underserved, and CSPs miss out on untapped opportunities. The system perpetuates inefficiencies, with both parties relying on manual processes, word-of-mouth referrals, and lengthy paperwork that stifles progress.
CSPs, including banks, insurers, and venture capitalists, hesitate to engage SMEs because of insufficient Know Your Customer (KYC) data. These gaps burden them with high investigation and verification costs, operational inefficiencies, and risks that CSPs aren’t always willing to bear. Conversely, SMEs lack the resources or knowledge to meet the rigorous compliance standards required to unlock these services. As a result, SMEs remain underserved, and CSPs miss out on untapped opportunities. The system perpetuates inefficiencies, with both parties relying on manual processes, word-of-mouth referrals, and lengthy paperwork that stifles progress.
Innefficient workarounds
The first step was understanding the intricacies of SME-CSP relationships. Through rounds of interviews, surveys, and focus groups, two themes emerged consistently:
Innefficient workarounds
The first step was understanding the intricacies of SME-CSP relationships. Through rounds of interviews, surveys, and focus groups, two themes emerged consistently:
CSPs needed a way to filter and connect with SMEs seamlessly, without unnecessary friction.
CSPs needed a way to filter and connect with SMEs seamlessly, without unnecessary friction.
SMEs needed guidance and support to complete rigorous KYC processes.
SMEs needed guidance and support to complete rigorous KYC processes.
Research findings revealed that SMEs generally resort to informal financing options, risking high interest rates and unreliable terms. Others attempt to engage CSPs but are often turned away due to incomplete or disorganized documentation. CSP teams manually vet SMEs—a process that can take weeks or even months. This involves chasing down documents, conducting background checks, and multiple rounds of verification—all of which increase operational costs and delay decision-making.
Research findings revealed that SMEs generally resort to informal financing options, risking high interest rates and unreliable terms. Others attempt to engage CSPs but are often turned away due to incomplete or disorganized documentation. CSP teams manually vet SMEs—a process that can take weeks or even months. This involves chasing down documents, conducting background checks, and multiple rounds of verification—all of which increase operational costs and delay decision-making.
Both sides highlighted the need for a system that could eliminate redundancies, foster trust, and create a seamless connection between CSPs value-creating and reliable SMEs.
Both sides highlighted the need for a system that could eliminate redundancies, foster trust, and create a seamless connection between CSPs value-creating and reliable SMEs.
Demand users: SMEs.
Demand users: SMEs.
Supply Users: CSPs.
Supply Users: CSPs.
The pain points of both profiles were analysed, mapping their journeys and noting friction points where time, trust, and effort were lost. We generated a long list of potential features—from basic document repositories to interactive dashboards and matchmaking tools, then prioritised them using a simple framework of impact versus feasibility. Ideas were filtered to focus on features that solved core problems (and were feasible). For example, the Tier Rating System emerged as a way to gamify SME participation, while Advanced Search Filters addressed CSPs’ need for quick, targeted discovery.
Sticky notes of feature brainstorm.
The pain points of both profiles were analysed, mapping their journeys and noting friction points where time, trust, and effort were lost. We generated a long list of potential features—from basic document repositories to interactive dashboards and matchmaking tools, then prioritised them using a simple framework of impact versus feasibility. Ideas were filtered to focus on features that solved core problems (and were feasible). For example, the Tier Rating System emerged as a way to gamify SME participation, while Advanced Search Filters addressed CSPs’ need for quick, targeted discovery.
Sticky notes of feature brainstorm.
Diving in
We needed to balance the needs of the two user groups and an Admin user. Each with their own unique goals and workflows, making it essential to create a clear structure that catered to each while maintaining consistency across the platform. Think of it as designing a three-lane highway, ensuring that each lane moves smoothly without unnecessary overlap or bottlenecks. Each user group was given its own "lane," with shared foundational elements like navigation menus and consistent terminology to ensure usability across the board. This layered approach allowed us to create a cohesive system that felt purpose-built for every type of user while maintaining a unified language throughout.
Sitemap: user group beakdown.
Diving in
We needed to balance the needs of the two user groups and an Admin user. Each with their own unique goals and workflows, making it essential to create a clear structure that catered to each while maintaining consistency across the platform. Think of it as designing a three-lane highway, ensuring that each lane moves smoothly without unnecessary overlap or bottlenecks. Each user group was given its own "lane," with shared foundational elements like navigation menus and consistent terminology to ensure usability across the board. This layered approach allowed us to create a cohesive system that felt purpose-built for every type of user while maintaining a unified language throughout.
Sitemap: user group beakdown.
SMEs needed a flow that prioritized building and maintaining their profiles. Their navigation emphasized tasks like completing KYC requirements, uploading business documents, and tracking their Tier Rating progress. To streamline their experience, we designed a dashboard with actionable reminders, visual progress bars, and access to CSP recommendations tailored to their industry and Tier.
SME Sitemap/entire product
SMEs needed a flow that prioritized building and maintaining their profiles. Their navigation emphasized tasks like completing KYC requirements, uploading business documents, and tracking their Tier Rating progress. To streamline their experience, we designed a dashboard with actionable reminders, visual progress bars, and access to CSP recommendations tailored to their industry and Tier.
SME Sitemap/entire product
For CSPs, the focus was on discovery and engagement. Their navigation revolved around searching and filtering SME profiles, saving potential matches, and managing communications. We structured their dashboard to provide insights at a glance—such as the number of SMEs viewed or contacted—and placed critical actions like exporting profiles or scheduling meetings within easy reach.
CSP Sitemap/entire product
For CSPs, the focus was on discovery and engagement. Their navigation revolved around searching and filtering SME profiles, saving potential matches, and managing communications. We structured their dashboard to provide insights at a glance—such as the number of SMEs viewed or contacted—and placed critical actions like exporting profiles or scheduling meetings within easy reach.
CSP Sitemap/entire product
The Admin panel was designed with control and oversight in mind. Admins manage the system’s data integrity, approve SME profiles, monitor CSP activity, and handle escalations. To meet these needs, we created a centralized hub where admins could view metrics, resolve flagged profiles, and configure platform settings without disrupting user experiences.
Admin Sitemap/entire product
The Admin panel was designed with control and oversight in mind. Admins manage the system’s data integrity, approve SME profiles, monitor CSP activity, and handle escalations. To meet these needs, we created a centralized hub where admins could view metrics, resolve flagged profiles, and configure platform settings without disrupting user experiences.
Admin Sitemap/entire product
Final reflections
TradeCredit as a trusted bridge between SMEs and CSPs. The platform would not only make SMEs visible to CSPs but also give them the tools to build credibility. For CSPs, it would simplify discovery and reduce verification costs, creating a win-win ecosystem. With Trade Credit in beta, CSPs have already started engaging with the platform. Feedback has been overwhelmingly positive, especially regarding the SME Profiles and the Tier Rating System, which CSPs found to be intuitive and time-saving. However, we’ve also identified areas for improvement, such as expanding profile fields for niche industries and refining the messaging system for better usability. These insights are helping us shape the next iteration. Trade Credit is a catalyst for growth, unlocking potential for businesses like Adunni’s and making life easier for professionals like Ahmed. As we move forward, I’m excited to see how the platform evolves and impacts the ecosystem.
Final reflections
TradeCredit as a trusted bridge between SMEs and CSPs. The platform would not only make SMEs visible to CSPs but also give them the tools to build credibility. For CSPs, it would simplify discovery and reduce verification costs, creating a win-win ecosystem. With Trade Credit in beta, CSPs have already started engaging with the platform. Feedback has been overwhelmingly positive, especially regarding the SME Profiles and the Tier Rating System, which CSPs found to be intuitive and time-saving. However, we’ve also identified areas for improvement, such as expanding profile fields for niche industries and refining the messaging system for better usability. These insights are helping us shape the next iteration. Trade Credit is a catalyst for growth, unlocking potential for businesses like Adunni’s and making life easier for professionals like Ahmed. As we move forward, I’m excited to see how the platform evolves and impacts the ecosystem.
Last updated December 2024.
Last updated December 2024.