Building Clarity and Self-Service in B2B Payments UX

At Billtrust, I led UX across billing, invoicing, and payment platforms supporting Fortune 500 clients. My focus was simplifying enterprise B2B transactions, reducing support overhead, and scaling usability across complex systems. This work improved self-service adoption, lowered ticket volumes, and aligned UX with long-term platform strategy.

Strategic Wins & Measurable Outcomes

1. Formulated UX vision across Billtrust’s $2B market cap SaaS portfolio
2. Redesigned billing dashboard, reducing support tickets by 28%
3. Improved self-service usage by 22% across enterprise accounts
4. Introduced structured design process adopted across departments
5. Established analytics-informed iteration framework using FullStory and GA
6. Standardized UI patterns for 3+ platform modules, improving consistency and speed

Design clarity transforms complexity. At Billtrust, that meant rethinking legacy flows, simplifying enterprise UX, and empowering teams with the right systems.

My Approach

At Billtrust, my focus was on elevating UX maturity across legacy systems while aligning design efforts with business strategy. I prioritized scalability, cross-team collaboration, and consistent user experience across complex B2B platforms. Here's how I led the work:

• Led the UX transformation of legacy billing and payment platforms, introducing modern interaction patterns and reducing complexity for users
• Established design consistency through shared UI patterns and reusable components, setting the foundation for a scalable design system
• Embedded UX into agile rituals across product and engineering, improving velocity and alignment across squads
• Conducted journey mapping and stakeholder workshops to identify friction points and turn business requirements into intuitive experiences
• Created repeatable research practices to ensure customer feedback was continuously influencing product priorities
• Partnered with Product and Customer Success to align UX goals with business metrics like payment speed, invoice accuracy, and NPS