Navigating FinTech and Payment Journeys with Trinity McQueen

3-day

community

SMEs

audience

B2B

payments

3-day

community

SMEs

audience

B2B

payments

The challenge

Evaluating B2B payment management for SMEs

In the fast-moving FinTech space, understanding the practical needs of small and medium-sized enterprises (SMEs) is critical for effective service design. We partnered with Trinity McQueen to engage directly with SME business owners, capturing their unfiltered views on open banking and testing the intuitiveness of various B2B payment journeys. The goal was to identify the friction points that prevent business owners from adopting new payment methods.

Industry

FinTech

Solution

Customer experience

Format

Online community

Participants

SME business owners

Methods

Live journey evaluation, discussion

The approach

Testing complex journeys on our online platform

We established a three-day online community with a range of business owners, using our platform as a realistic sandbox for testing.

Live evaluation

Participants were asked to walk through several payment journeys, providing detailed feedback on the interface, the clarity of the content, and the overall helpfulness of the flow.

Targeted feedback

Our platform allowed us to isolate specific elements of the digital experience that felt confusing or unnecessary for a time-poor business owner.

Needs identification

By observing these interactions, we helped our partners identify exactly what business owners need to make a payment method feel reliable and effective.

The result

The friction that stops adoption

The community provided the granular evidence needed to optimise the payment interface. This project highlighted the external customer gap by showing that what works for a consumer does not always translate to the needs of a business owner, allowing the client to bridge that gap with a more effective, business-ready solution.