From Usability to Enjoyment: Elevating the B2B Payment Experience

Imagine you’re at a restaurant. You order your meal, and the waiter brings it to you. The food is decent, but the service is slow, the menu is hard to read, and the place feels drab. You eat, pay, and leave, but you’re not exactly itching to come back.

It was just meh.

Now picture a different spot: the staff is warm, the menu is clear and easy to follow, and the vibe is welcoming.

You enjoy your meal—and the whole experience.

You’re already thinking about your next visit and telling your friends to check it out.

This isn’t far from what’s happening B2B payments. For years, companies have put up with payment systems that are like that first restaurant—just good enough to get by.

They work, but they’re not exactly a joy to use. Today, though, when everyone expects things to be easy and pleasant, “good enough” doesn’t cut it anymore.

Businesses need payment systems that don’t just function but actually make users happy.

That’s the beginning of true innovation in payments.

I can already see the frowns, and hear the grumbles from some readers:

"Who cares about happiness? As long as it works, that's it"

or maybe

" This is just payments, we're moving money. It's not supposed to be glamourous."

or my favourite

"It's not personal, it's just business."

I hear you and I challenge these assumptions below.

Let’s dig in.

Usability vs. Enjoyment: What’s the Difference?

Usability is about making sure something works without a hitch. In B2B payments, it means users can send or receive money without tripping over technical glitches or scratching their heads over a confusing setup. It’s the bare minimum.

If your system isn’t usable, it’s dead in the water.

Enjoyment, though, takes it further. It’s about making the experience not just workable but pleasant—something people might actually look forward to.

Think of it like a car: a usable one gets you from point A to point B without breaking down.

An enjoyable one feels smooth, looks sharp, and maybe even has a few extra features that make you smile.

In B2B payments, enjoyment could mean a system so clear and appealing that users don’t dread logging in. That’s a big leap, but it’s where the real value hides.

Why Enjoyment Matters in B2B Payments

“Why bother making payments enjoyable? It’s just business.”

It’s a reasonable question—until you realize that business is never just business.

It’s always personal.

Every payment flowing through a system represents a relationship between people.

These connections hinge on trust, reliability, and transparency, not just transactions. By making payments enjoyable, we’re not playing at “strategic moves” or pushing “change initiatives.”

We’re truly committing to serve the people who depend on these systems, strengthening our bonds with them. And that’s not just good service—it’s smart business.

Here’s why prioritizing enjoyment in B2B payments matters and how it can give you a competitive edge:

1. Business Is About People, Not Just Processes

Behind every transaction are people counting on each other—accounts payable teams, managers, CEOs, suppliers.

A frustrating system tells them they’re an afterthought; an enjoyable one shows they’re valued. When the experience feels personal, it builds trust.

Users don’t just adopt it—they embrace it, engaging more often and speeding up workflows. Fewer obstacles, less chasing, more collaboration.

Takeaway: A payment system people want to use doesn’t just clear invoices—it reinforces relationships, driving efficiency and loyalty.

2. Trust Turns Transactions Into Partnerships

In B2B, where stakes are high and commitments run deep, trust is the foundation. A payment system that’s confusing or unreliable chips away at that trust, leaving users uncertain.

But one that’s smooth, transparent, and even delightful? It proves you’re dependable.

It’s a promise: “We’ve got your back.” That reliability transforms routine payments into stronger partnerships, encouraging users to stick with you—not because they have to, but because they want to.

Takeaway: Joy at work fosters confidence, and that confidence nurtures lasting connections. This is the key to ongoing business success.

3. Serving People Strengthens Everything

Payment systems are touchpoints with real people. When using them feels like a chore, the relationships suffer. When payment systems are intuitive and personal, people are cared for.

This isn't some fluffy, feel-good thing (Nothing wrong with that!), it’s about showing them—through building an intuitive and simple product—that you're committed to improving the way they work.

As AI evolves, the focus on personalization and intent becomes increasingly more important. With this, you turn a mundane task into moments of connection, deepening your commitment to those who rely on your payment solutions.

Takeaway: By making payments personal, you're building relationships. That’s what turns users into advocates.

Rethinking “Just Business”

Let’s challenge the old thinking that business, especially payments, is impersonal. It goes beyond moving money around, it’s about the people on both ends of the wire (pun absolutely intended).

A seamless, enjoyable payment experience is a way to honor the trust placed in us.

Imagine a supplier who gets paid on time through a system that’s clear and effortless. They don’t just see a transaction, they feel respected.

That’s the spark for tighter partnerships, better deals, and word-of-mouth referrals that your best paid marketing campaigns can't buy.

When we make payments personal, we’re investing in relationships. We’re proving that behind every dollar sent, there’s a commitment to reliability and transparency.

That’s how we serve people better, strengthen our ties, and build a business that lasts.

How to Add Delight to Payment Interfaces

So, how do you turn a basic payment system into something users love? Here are some practical ways to do it, with examples payment leaders can run with.

1. Make It Look Good

Looks matter. A clean, modern design can make users feel confident and calm. A professional setup that’s easy on the eyes is more than possible today.

Clear labels, smart use of space, and maybe a touch of your brand’s style can go a long way.

Takeaway: Ditch the wall-of-text dashboard for one with icons and breathing room. Add a simple chart that turns numbers into something users can grasp fast. It’s less intimidating and more inviting.

2. Sprinkle in Surprises

Little, pleasant surprises can brighten someone’s day. These are features or touches users find on their own and love.

Takeaway: Add a shortcut panel that remembers their go-to actions, like paying a regular supplier. Or toss in a small animation—like a checkmark filling in—when a payment goes through. It’s a tiny win that feels good.

3. Keep It Flowing

Jumping from one step to the next shouldn’t feel like a jolt. Smooth transitions make the process feel natural, not forced.

Takeaway: When someone starts a payment, show a progress bar with steps like “Enter Info,” “Check It,” “Send It.” It keeps them in the loop and cuts the stress.

4. Give Smart Feedback

Users need to know what’s happening at all times with their money.

Takeaway: Skip the plain “Payment Sent” note. Show the amount, who got it, and a tracking link. Then send an email that’s not just a receipt but a quick “Thanks for using us!” with the details. It’s personal and reassuring.

5. Fit It to Them

Letting them tweak the system to their needs makes it feel they own a piece of the system. That sense of ownerhsip gives them confidence in their decision-making.

Takeaway: A dashboard they can shape saves times and reduces cognitive load. As the well-known UX principle says "Don't make me think".

6. Untangle the Mess

B2B payments can get messy—approvals, rules, big volumes. Simplifying that without losing control is golden.

Takeaway: Use a visual tracker for approvals—green for done, yellow for waiting. It turns a tangle into something clear at a glance.

7. Secure Without Annoying

Security’s huge, but it shouldn’t feel like a hassle. Make it strong yet quiet.

Takeaway: Swap endless passwords for a fingerprint login. Or use smart tech to spot weird activity without bugging the user unless it’s real. It’s protection that doesn’t punish.

A Day in the Life: Payments That Feel Good

Meet Anya, a CFO at a mid-sized manufacturing firm. She handles payments to suppliers and partners, and it used to be her least favorite responsibility.

The old system was a slog—ugly, outdated, and tricky to navigate. Approving payments meant emails, phone calls, and double-checking everything. She got it done, but it was torture.

Then her company switched to a new platform built for enjoyment. Here’s how it plays out now:

• Logging In: Anya uses her fingerprint—no password headaches. The dashboard pops up, clean and clear, showing cash flow and what’s due soon.
• Making a Payment: She picks a supplier from a shortcut list the system remembers. Two clicks, amount entered, done.
• Getting Approval: The CEO needs to sign off. The old way? Chaos. Now, a workflow shows it’s pending, with a timer and a nudge button if needed.
• Wrapping Up: Approved! Anya confirms, and a smooth animation marks it complete. She sees all the details—amount, recipient, tracking info. Later, an email lands—not a boring receipt but a friendly thank-you with the rundown.

Anya’s no longer slugging through it; she’s in control and at ease. The system anticipates what she needs, keeps her posted, and adds little moments—like that animation—to lift her mood.

She’s faster, less frazzled, and can't stop referring her network to it.

Pushing Past the Doubts

Some say, “Functionality and security trump everything. Enjoyment’s a bonus.” But that’s a trap. A great experience boosts functionality and security by making them easier to handle.

A clear design guides users through tricky steps, cutting errors.

A system people like gets used right.

What’s the Payoff?

Investing in a delightful B2B payment experience isn’t just feel-good stuff. It hits the numbers:

• Happier Users: They stick around and work better.
• Less Time Wasted: Tasks shrink, freeing up focus.
• Fewer Slip-Ups: Clear systems mean less fixing.
• Stronger Reputation: Good vibes are contagious.
• Edge Over Rivals: Stand out in a packed field.

Your Move: Team Up with WDIR

Creating enjoyable payment experiences means thinking about the little details and it can be a daunting task if you don't have the proper guidance and resources in place. However, you can skip wasting money and time trying to figure it out on your own by partnering up with UX experts!

At WDIR, we’re experts at building payment experiences that are seamless, secure, and a genuine pleasure.

We’re not your average bloated, "full service" agency—we’re a flexible, hands-on strategic partner with deep UX know-how in B2B payments.

We move fast and make sure every step ties to real business wins.

Ready to talk? Reach out today!