SumUp Invoices
Small business owners needed a fast, mobile-friendly way to create invoices on the go. Existing tools were often slow or disconnected, taking time away from running their business.
For SumUp, solving this was key to evolving from a payments provider to an all-in-one platform, and driving customer satisfaction, retention, and long-term growth.
The result
Through focused design improvements and strategic alignment with user needs, we drove measurable improvements in user satisfaction and product perception:
Net Promoter Score (NPS):
Achieved an NPS of 35, with 54.1% of users identified as Promoters, indicating strong satisfaction and advocacy for the product experience.
Achieved an NPS of 35, with 54.1% of users identified as Promoters, indicating strong satisfaction and advocacy for the product experience.
User Sentiment Breakdown:
A majority of users (63.1%) described the product as “Fast, Simple, and Reliable,” reflecting the success of our usability and performance enhancements.
A majority of users (63.1%) described the product as “Fast, Simple, and Reliable,” reflecting the success of our usability and performance enhancements.
Reduced Friction Points:
Only 15.3% of users mentioned the need for improvement, and just 9.2% cited technical issues, highlighting a significant reduction in known pain points thanks to improved UX and cross-functional problem solving.
Only 15.3% of users mentioned the need for improvement, and just 9.2% cited technical issues, highlighting a significant reduction in known pain points thanks to improved UX and cross-functional problem solving.
Business Value:
These improvements not only boosted customer satisfaction but also strengthened brand perception, contributing to retention, referral growth, and market expansion.
These improvements not only boosted customer satisfaction but also strengthened brand perception, contributing to retention, referral growth, and market expansion.
The process
