Reporting functionality in a payment CRM platform

Defining the reporting experience from the ground up

3. The challenge

Users didn’t have access to built‑in reporting, so they relied on external tools to understand their payment activity. This led to fragmented workflows, increased cognitive load, limited visibility into terminal performance and slow reactions to issues or opportunities.

Our goal was to introduce a reporting experience that felt intuitive, streamlined, and flexible enough to support the needs of different user types.

One of the main challenges was ensuring the full user flow worked seamlessly from beginning to end. Another was integrating it into the design system while staying consistent with the components we already had.

2. My role

As the product designer, I helped define the reporting experience from the ground up in close collaboration with the PM, PO, and technical team.

I started mapping the design flows and needs after gathering the necessary information about:

• our user personas, their needs;

• customer feedback;

• the technical requirements and limitations, I began mapping the core user requirements and data expectations.

The first iteration was focused on differentiating the types of reports. I was vital to ensure users could understand and use them effectively. This included designing interaction flows for building, saving and exporting reports.

Throughout the process, I worked continuously with product, data and technical teams. So I could ensure feasibility and accuracy. Together, we established key starting points that allowed us to validate assumptions and identify pain points for future user research.

1. Overview

Our CRM platform for payment terminals lacked a centralized way for users to analyze transaction data, monitor device performance and track business trends. I led the design of a new reporting functionality that turns raw terminal data into clear, actionable insights. The interface's been built with the Material UI library to ensure a consistent, accessible and scalable design system across the platform.

This feature has become a core part of the platform, empowering merchants, partners and internal teams to make informed, data‑driven decisions.

4. Impact

The new reporting functionality enabled users to monitor payment activity and terminal performance in real time. It helped them make better decisions through clear, actionable insights.

From a business perspective, this feature strengthened the CRM platform’s overall value proposition, aligned with our long‑term roadmap. It also established a scalable foundation for future analytics capabilities. Provided the groundwork for deeper research into how we could expand and enhance the reporting experience.

5. Outcome

The new reporting functionality became a key differentiator for the CRM platform. We turned complex payment and terminal data into intuitive insights. This empowered users to understand their business performance and to act faster all within a single, cohesive experience.

Identify business needs and key pain points

Define concept of a the project with tech and product teams

Work on a flows and patterns

Create scalable UI, interactions & prototypes

Stakeholders alignment & delivery support