The ROI of UX Writing: How It Can Improve User Experience and Save Costs in B2B Payment Supplier Portals

In a recent study conducted by PYMTS and FIS, one of the biggest pain points for clients in B2B payments is supplier portals.

Supplier portals are essential digital tools in the B2B payments space, providing a streamlined and efficient way for businesses to manage their payment processes. These portals enable businesses to send and receive payments, view transaction history, and manage payment details in one centralized location. An intuitive supplier portal can save you time and money, increase productivity, and improve user satisfaction.

Boost Your Productivity

Supplier portals let you complete payment-related tasks more efficiently. With all your payment information in one place and real-time tracking of payment status, you can save time and free up resources for business growth.

Improve User Satisfaction

Easy access = High client satisfaction. When it's a breeze to navigate the supplier portal and everything you need to find is obvious, it makes everyone happy. By reducing frustration through greater accessibility, you build trust with each client and strengthen your business in the process.

Reduce Your Support Costs

Providing a seamless user experience in your supplier portal means guiding the user through the platform. Like a good coach, you ensure that the user has all the necessary training, context, and information to succeed. UX Writing helps foster user independence, making your platform self-serve and reducing the need for customer support.

Gain A Competitive Advantage

There's a remarkable lack of intuitive supplier portals in the B2B payments space. When you have a functional, intuitive supplier portal, you automatically differentiate yourself from your competitors. You can position yourself as the go-to payments solutions by focusing on a more seamless user experience through UX Writing and user-centric design.

However, supplier portals can also be frustrating if they are hard to navigate or confusing.

By simplifying language, managing emotions, providing contextual help and support, being consistent, and personalizing language, you can create a more intuitive, engaging, and seamless user experience that builds trust with your clients and drives growth.

How UX Writing Improves User Experience in Supplier Portals

1. Clear and concise language: UX writing can help simplify complex payment processes and terminology, making it easier for clients to understand and navigate supplier portals. Using clear and concise language can reduce confusion and improve user engagement.
2. Empathetic language: UX writing can help manage emotions and set realistic expectations for clients, which is crucial in supplier portals where payment delays or issues cause frustration. Using empathetic language can help build trust and improve client satisfaction.
3. Contextual help and support content: UX writing can provide contextual help and support content that guides clients through the payment process and answers common questions and concerns. This can reduce the need for client support and improve self-service capabilities.
4. Consistent language and formatting: UX writing can ensure that language and composition are consistent throughout the supplier portal, reducing confusion and improving user engagement.
5. Personalized language: UX writing can tailor language to the specific needs and preferences of clients, creating a more personalized and engaging user experience.

Measuring Success in Supplier Portals

Here are some key metrics to measure the success of UX writing in their supplier portals:

1. User engagement: You can track user engagement metrics like time spent on the portal, number of pages viewed, and frequency of logins to measure the impact of UX writing on user engagement.
2. User satisfaction: You can gather user feedback through surveys or other feedback mechanisms to measure user satisfaction with the supplier portal. This can help identify areas for improvement and track progress over time.
3. Conversion rates: You can track conversion rates for payments made through the supplier portal to measure the impact of UX writing on conversion rates.
4. Self-service capabilities: You can track the number of self-service transactions completed in the supplier portal to measure the impact of UX writing on self-service capabilities and reduce the need for client support.
5. Time to complete transactions: You can measure the time it takes for clients to complete transactions in the supplier portal to identify areas where UX writing can simplify and streamline the payment process.
6. Error rates: You can keep tabs on error rates for payments made through the supplier portal to measure the impact of UX writing on reducing errors and improving user experience.
7. Retention rates: You can track retention rates for clients using the supplier portal to measure the impact of UX writing on client loyalty and retention.

By tracking these metrics, you can assess the impact of UX writing on the user experience in your supplier portal and identify areas for improvement. Iteration is essential to a seamless user experience, so keep trying new ways to make your supplier portal a delight to use. This constant improvement will pay off in high customer loyalty and business growth.

UX writing is an indispensable part of creating a smoother user experience in supplier portals. By simplifying language, managing emotions, providing contextual help and support, ensuring consistency, and personalizing language, you can reduce friction and grow your business through an experience-led strategy.

Work With The Experts

At WDIR, we work with payments solutions worldwide, helping them scale their businesses with a user-centric approach. We combine deep industry expertise and a proven track record of creating seamless user experiences for some of the biggest financial service companies in the world to grow your business. Get in touch today!