Unified Merchant Application for Large Enterprises

I worked with the onboarding team from 2017 – 2020 to streamline the application process for large enterprise merchants. We unified the application forms into a single front-end, created a form component library to bootstrap future iterations, and migrated all email communication to the SendGrid platform.
Braintree Merchant Application Form

A re-everythinged application form.

Historically, the application process for new merchants was quite painful. Not just for the merchant, but for teams that needed to support the process. The main application form varied region-to-region, backed by disparate tech that was causing the development of new capabilities to be slow and painful.

The new application form consolidates all regions into a single app that accepts instructions tailored to each operating region to tell it what data to collect, how to collect it, and when. The design was updated with improved information architecture, contextual information to guide merchants through the process, and an updated visual design to round it all out.

Multi-country support.42/46 countries currently supported.
Secure file uploads.Documents uploaded to a secure location to protect sensitive data.
Bespoke data collection.Data is collected based on the merchants' processing needs.
Config-driven.Data collection is powered by a set of instructions catered to each operating region.
FinCEN compliant.The data collected adheres to the laws specific for each operating region.
Accessibile by everyone.An application can be completed anywhere, from any device and by anyone.
Braintree Merchant Application Form
Completed application form
Braintree Merchant Application Contact Modal - Personal Information
Contact Modal: Core personal information
Braintree Merchant Application Contact Modal - Identity Documentation
Contact Modal: Identity verification
Braintree Merchant Application Form
Application submitted screen

Form component library.

Flexibility was the key to successfully handle the various combinations of capabilities required to support multiple operating regions and deliver a unified front-end for the application form. To meet this goal, we created a library of small, atomic components that could be mix-n-matched to meet the needs of any possible configuration given to the form.

This library also contributed back to the global design toolkit for Braintree, the preferred payment service for PayPal enterprise merchants.

Braintree Form Components

Email designed for clarity and collaboration.

The updated visual design of the email brought some much-needed hierarchy to the messaging delivered to merchants. However, the most significant impact came from moving all email communication templates to the SendGrid platform.

This change enabled engineers to be solely concerned about core data sent to the template, such as business or customer name. At the same time, non-engineers on the team could now easily update content on their own without requiring a production deploy.

Braintree Email Template