Case Study
Case Study
Case Study
Transforming a Broken Entry Point
Transforming a Broken Entry Point
Designed NetSuite Pay’s landing and status pages to transform a blank, broken experience into a clear, trustworthy entry point. By showing relevant information and a transparent application status system, I reduced confusion, unblocked onboarding, and improved funnel conversion where clients were dropping off.
Designed NetSuite Pay’s landing and status pages to transform a blank, broken experience into a clear, trustworthy entry point. By showing relevant information and a transparent application status system, I reduced confusion, unblocked onboarding, and improved funnel conversion where clients were dropping off.
Snapshot
1 Senior Product Designer
1 Product Manager
3 Software Engineers
1 Customer Support Specialist
1 Senior Product Designer
1 Product Manager
3 Software Engineers
1 Customer Support Specialist
Challenge
Challenge
Customers would look for NetSuite Pay as a potential payment processor and find a blank landing page
Once they submitted their application, they never knew where they were in the approval process or follow up, resulting in an influx of customer support calls to get updates
Design Outcomes
Design Outcomes
Transformed blank, broken pages into a clear, trustworthy entry point
Added clear call-to-action to start an application or check your application status
Provided an overview of NetSuite Pay and commonly asked questions and answers
Transformed blank, broken pages into a clear, trustworthy entry point
Added guided application flow for intuitive navigation
Built transparent status system to show progress and next steps
Transformed blank, broken pages into a clear, trustworthy entry point
Added guided application flow for intuitive navigation
Built transparent status system to show progress and next steps
Customer Outcomes
Customer Outcomes
Reduced confusion during application and onboarding
Helped customers complete onboarding faster
Had quick answers to their questions without having to reach out to customer support
Business and Financial Outcomes
Business and Financial Outcomes
Increased funnel conversion by reducing drop-offs
Accelerated time-to-value for clients
Lowered support costs from fewer onboarding inquiries
Increased revenue potential through faster activation
Snapshot
1 Senior Product Designer
1 Product Manager
3 Software Engineers
1 Customer Support Specialist
Before 👎
Before 👎
The page was completely blank, causing potential clients to believe the page was broken or non-existent
Unprofessional as a first impression to any new product
After 👍
Trustworthy introduction to NetSuite Pay and all it's services
Added a clear call-to-action to start an application or check your application status
Had quick answers to their questions without having to reach out to customer support
After 👍
Trustworthy introduction to NetSuite Pay and all it's services
Added a clear call-to-action to start an application or check your application status
Had quick answers to their questions without having to reach out to customer support
Surfacing Opportunities
To understand the root causes of funnel drop off and incomplete applications, I reached out to the frontline support teams that talk to customers directly to document the end-to-end flow.
To understand the root causes of funnel drop off and incomplete applications, I reached out to the frontline support teams that talk to customers directly to document the end-to-end flow.
This end-to-end flow was used to facilitate conversations with executives, PMs, engineers, Oracle/NetSuite team members and customer support experts. Pinpointing what the issues were at each step of the process helped look beyond just the landing page and where we can continue to make improvements.
This end-to-end flow was used to facilitate conversations with executives, PMs, engineers, Oracle/NetSuite team members and customer support experts. Pinpointing what the issues were at each step of the process helped look beyond just the landing page and where we can continue to make improvements.
What's Going on with my Application?
What's Going on with my Application?
In order to alleviate the confusion of not knowing what happened to their applications, I designed an application status page that:
In order to alleviate the confusion of not knowing what happened to their applications, I designed an application status page that:
Gave clients visibility into where their application was in the approval process
Review if any follow-up was needed, or not. This drastically reduced support requests coming into our customer support managers
Gave clients visibility into where their application was in the approval process
Review if any follow-up was needed, or not. This drastically reduced support requests coming into our customer support managers
Dedicated Status Page
Clients could quickly see an overview of their applications and where they are in the approval process
Clients could quickly see an overview of their applications and where they are in the approval process
Timeline
When the application accordion is expanded, the client can see a timeline of the process and see if any next steps are needed.
When the application accordion is expanded, the client can see a timeline of the process and see if any next steps are needed.
Clear icons and next steps
Icon usage was intentional and ensured clear messaging.
Icon usage was intentional and ensured clear messaging.
Usability Testing and Deployment
Usability Testing and Deployment
Usability Testing and Deployment
After the new tool was deployed, I continued to follow up with team members for visual QA, visual share-outs in engineering demo sessions, and followed up with iterative usability testing to continue improving designs.
After the new tool was deployed, I continued to follow up with team members for visual QA, visual share-outs in engineering demo sessions, and followed up with iterative usability testing to continue improving designs.
Reflection
Reflection
Having such a prominent, well-known ERP like NetSuite have a blank landing page ultimately hurts the marketability and first impressions clients have. Designing an entirely new page to ensure we build a trustworthy impression was key.
The Application Status page added another layer of trust-building with clients by providing detailed information and drastically reduced support requests.
The end-to-end flow I documented was used to facilitate conversations with executives, PMs, engineers, Oracle/NetSuite team members and customer support experts. Pinpointing what the issues were at each step of the process helped look beyond just the landing page and where we can continue to make improvements.
Having such a prominent, well-known ERP like NetSuite have a blank landing page ultimately hurts the marketability and first impressions clients have. Designing an entirely new page to ensure we build a trustworthy impression was key.
The Application Status page added another layer of trust-building with clients by providing detailed information and drastically reduced support requests.
The end-to-end flow I documented was used to facilitate conversations with executives, PMs, engineers, Oracle/NetSuite team members and customer support experts. Pinpointing what the issues were at each step of the process helped look beyond just the landing page and where we can continue to make improvements.
© Jimin Ngo 2025