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Payback

Client
Payback
Role
Product Designer
Period
2025-2026

About Project

Payback runs on partnerships and every partnership runs on briefings. What started as a way to organize a single process grew, briefing by briefing, into the operating system for how Payback and its partners work together. Sales ops, partner managers, admins: different roles, different needs, one shared source of truth.

The platform wasn't designed to impose structure from above it was designed to reflect how collaboration already happened, and simply make it visible, fast, and accountable.

  • Enterprise platform design
  • Workflow & role-based UX
  • Systems integration design
Payback · Process section

How the platform took shape.

Before drawing a single role or screen, I spent time with the people already running briefings, the tools they relied on, and the partners on the other side.

Discovery & research

Listening before structuring.

Research drew on three sources. Each one shaped a different part of the platform, from approval flows to what partners can and can't see.

Feedback from sales ops and managers

Where requests stalled, which details were re-entered, and which approvals had no clear owner.

Existing patterns and use cases

How briefings were already handled, which edge cases kept coming back, and which conventions teams relied on.

Partner preferences

What partners wanted to see, what they needed to supply, and what should stay on Payback's side.

The process worked. The hand-offs between roles didn't.

Each role needed its own view of one shared briefing. That finding became the role and permission model below, drawn before any screen.

My role beyond the screen

Owning the system, not only the screens.

Ran feedback sessions

With sales ops and partner managers, then turned the findings into requirements the team could act on.

Defined roles and permissions

Drew who can do what with product and engineering before any UI work started.

Built the component library

Fields, statuses and table patterns reused across every briefing type.

Documented rules and edge cases

Validation rules, templates and error states written up for development.

Impact & reflection

One shared record for every partnership.

Briefings that used to live across spreadsheets and inboxes now move through one platform, with every action traceable from request to audit.

4Roles working from one source of truth
5Stages every briefing moves through
1Audit log across every partner
What this changed about how I design

I now start enterprise work by mapping who can do what. On Payback, permissions shaped the interface more than any feature list did.

Designed for trust in every action,
turning collaboration between partners into something
clear and accountable.

01. Framing the Challenge

Research began inside the chaos of manual coupon creation; thousands of coupons a month, shared spreadsheets, no real audit trail to identify where a structured system could remove friction without removing flexibility.

02. Designing the Product

Interfaces were shaped around roles, not features giving admins, sales ops, partners and partner managers each a workflow suited to their responsibilities, while keeping every action traceable through a shared audit log.

03. Scaling the Solution

The platform launched as a focused tool and expanded in phases, growing new integrations and briefing types as adoption spread from internal teams to daily use by external partners.
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