PayID for Business

Industry Context
Our aim was to increase customer adoption of PayIDs by introducing a new channel for creating them. While Retail/Everyday Banking customers already had the ability to create PayIDs through the bank’s mobile app, we wanted to extend this functionality to our desktop Internet Banking users.

Business Context
Our goal was to grow overall PayID adoption, but tight budget and time constraints—combined with technical complexity around data structures—meant we had to choose between delivering PayID functionality for Personal or Business customers via Internet Banking.

I prioritised Business PayIDs for two key reasons. First, Business Banking customers rely heavily on Internet Banking over mobile apps and previously had no way to self-serve PayID creation. Second, this approach directly supported our broader strategy to reduce scam and fraud losses. Small and medium businesses are frequent targets of invoice scams, and PayIDs offer stronger protection by making these scams harder to execute.

My Role
After gathering requirements and collaborating with UI designers to define the desired experience, I led stakeholder walkthroughs of the proposed scope and interface. These sessions had two goals: to collect feedback and identify any missing requirements early, and to build a shared understanding of what would be delivered and why the scope was intentionally limited to Business Banking customers to avoid.

Outcome
The feature launched successfully on time, driving adoption from an average of four Business Banking PayIDs per week to over 120 in the first week alone.