Company
Factorial HR
Date
Jan 23 - May 23
Context
I worked at Factorial HR as Product Designer, and led the design and delivery of integrating Factorial-issued payment cards into Apple Pay and Google Pay. At the time, we counted with no PM (Maternity leave), so I needed to coordinate cross-functional team collaboration to ensure GTM.
While my official title was Product Designer, I stepped in as acting PM during this period to:
Own end-to-end product delivery.
Manage scope and phased milestones.
Lead cross-team coordination.
Oversee design quality and user testing.
The objective was to reduce friction in expense management, address churn caused by competitors offering wallet payments, and create a sales enabler for acquiring new customers.
Problem Breakdown
Through interviews with customers, account managers, and market analysis, we identified three main issues:
Friction in spending: Users had to manually input every purchase detail and upload receipts.
Lost deals & churn: Customers left for competitors with wallet integration.
Sales gap: Lack of wallet payments made the platform less attractive to prospects.
Research & Discovery
Business context: Analyzed churn cases, closed-lost deals, and MRR impact.
User pain points: Need for mobile POS payments without manual entry.
Competitive audit: Benchmarked against PLEO, Payhawk, OKTicket, Spendesk, Revolut Business, Captio.
Technical study: Reviewed card provider’s functional requirements to identify constraints and design limitations.
Process
Defining the approach:
Card management within mobile app first, then wallet integration.
One-step “Add to Wallet” from the card details screen for minimal friction.
Execution:
Conducted two rounds of usability testing.
V1 → V2 Changes:
Improved discoverability of the Cards section.
Reduced Add-to-Wallet flow from 5 taps to 2.
Added splash screen for release visibility.
Solution
Delivered in four phases to accommodate resource constraints:
Contracts signed with Apple & Google Pay (legal & compliance setup).
Card art requirements completed (artwork, colors, icons, terms, and contact info).
Mobile app card management — active cards view, card details, freeze/unfreeze, spending limit display.
Wallet integration — technical integration + in-app visibility (splash screen, “Add to Wallet” buttons).
Key Features
Cards Section: Shows only active cards to reduce scope.
Card Details: Digital card preview + spending limit.
Card Actions: View/copy details, freeze/unfreeze.
Splash Screen: Drives adoption and meets Apple requirements.
Employee - My Cards Section on Mobile App
Employee - Card Details on Mobile App
Employee - Splash Screen
Impact
Pre-launch KPIs:
Increase unique monthly tokenized cards by +300 in 12 months.
Reduce churn from wallet-related reasons.
Create upsell opportunity through new pricing.
Results:
Unique tokenized cards used monthly grew from 7 → 390 in 11 months.
Reverted churn caused by lack of wallet payments.
Enabled new pricing: €8/year per card (Business), €12/year per card (Enterprise).
Direct positive impact on subscription revenue and competitive positioning
Unique Cards Used With Both
Unique Cards Used With Apple Pay
Unique Cards Used With Both