Mastercard | Nucleus

This project culminated in a commercial partnership agreement, empowering business customers with a business intelligence snapshot and streamlined operations, giving them the tools to compete and grow securely.

Year
2022
Client
Mastercard
Project
SME Innovation
role
CX & Design Lead

Small Business, Big Impact

This holistic solution unlocks growth with business intelligence, security and marketing, tackling the digital enablement challenge faced by small businesses. The solution allows SMEs to build, run, and grow their business securely and affordably. By leveraging data, AI, and expert recommendations, the product equips them to compete effectively against established players. The outcome? A successful commercial partnership deal with VCITA, a solution provider dedicated to empowering small businesses with intelligent growth tools.

SMEs are struggling with a plethora of fragmented digital tools

Small and Medium Enterprises (SMEs) are embracing digital tools at an ever-increasing rate. These tools are essential for running their businesses efficiently. However, there's a major hurdle they face: fragmentation.

This fragmentation comes in several forms. First, there's a vast array of vendors, each offering solutions for specific tasks. This creates a complex environment for SMEs to navigate, making it difficult to find the right tools. Second, even after selecting tools, integrating them can be time-consuming, leading to a disjointed user experience for managing the business. Third, SMEs are burdened with managing separate accounts and relationships with each vendor. Finally, there's a lack of a single platform that offers a comprehensive toolkit for all their needs. This makes it difficult for SMEs to build, run, and grow their businesses in a secure and affordable way.

  • Compounding challenges: SMEs struggle not only with fragmentation but also with a rapidly changing economic landscape (dynamic economic climate) and the prevalence of tools designed for specific tasks rather than a holistic approach (disaggregated solutions). This makes it difficult to keep pace, compete, and make data-driven decisions.
  • The need for unified solutions: In essence, SMEs lack a unified digital toolkit. They need a comprehensive solution that simplifies operations, empowers data-driven decision making, and fosters secure and affordable growth.

Firstly, SMEs face the constant challenge of keeping pace with rapid economic shifts. This makes it difficult for them to compete and grow. Secondly, the current landscape offers solutions that often cater to very specific needs. While this might seem efficient, it hinders a data-driven approach to crucial areas like cash flow and marketing campaigns.

In essence, the current digital landscape lacks a unified toolkit for SMEs. They need a comprehensive solution that simplifies their operations, empowers them to make data-driven decisions, and fosters secure and affordable growth.

Identifying the Need

We saw a significant gap in the market: small businesses struggled with a lack of data insights. This meant they couldn't run their operations as effectively as possible, plan for the future with confidence, or achieve sustainable growth.

Creating the Solution

Our design challenge was clear: create a solution that empowers SMEs with the following key functionalities:

  • Proactive Data-Driven Operations: Enable businesses to make informed decisions based on real-time data insights, leading to better operational efficiency.
  • Future Optimization: Facilitate strategic planning for growth using data-driven analysis, giving SMEs a roadmap for success.
  • Continuous Learning: Empower businesses to adapt and improve through ongoing data analysis, fostering a culture of data-driven decision making.
  • Enhanced Security: Ensure the highest level of data protection while still allowing businesses to leverage the power of their data for informed decision-making.
Mastercard | Nucleus

Research-Driven Approach

  • Quantitative Surveys: Measured the importance of specific features.some textsome text
    • 82% of SMEs valued AI and business intelligence for daily operations.
    • 72% considered insights and recommendations crucial for growth.
    • 69-89% globally found benchmarking highly valuable for management.
  • Qualitative Interviews: Gathered in-depth user experiences.
  • Jobs to be Done Framework (JTBD): Identified core user needs across five SME sectors (professional services, retail, manufacturing, restaurants, and trades).
  • Scenario Building: Defined user journeys to understand workflow and pain points.
  • Iterative Design: Continuously refined wireframes and prototypes based on user feedback.
  • Concept & Prototype Testing: Measured user response by Desirability and Design Quality Scores.

By delving into specific job needs across various industries, we aimed to develop a solution that addressed the most critical pain points for SMEs.

Product Solution Outline: A Holistic Platform for Empowering SMEs

Our target audience is growth-stage small businesses. These businesses are likely feeling overwhelmed and anxious about managing their overall health. We offer a solution through a unified platform that provides them with three key functionalities crucial to SME success: This platform will help them gain control, streamline operations, and ultimately grow with confidence.

A business snapshot across cashflow, payments, invoicing, expenses and marketing.

1. Optimizing for the Future (Cashflow Management):

  • Cashflow forecasting integrated into the business dashboard.
  • Business intelligence to predict future trends and identify opportunities/challenges.
  • Tailored guidance on maximizing business potential and growth.

2. Elevating Customer Experience:

  • Deep customer insights for building stronger relationships.
  • Features like Ratings & Reviews, Social, and Email Marketing tools.
  • Access to resources and tools for customer acquisition and retention strategies.

3. Staying Ahead of the Competition:

  • Benchmarking tools to compare performance against industry averages.
  • Insights across transactions, inventory levels, and marketing efforts.
  • Data-driven guidance for adapting and optimizing business operations.
Customisable dashboard and app integrations

Benefits

By leveraging our platform, SMEs can unlock a multitude of benefits. Increased Efficiency comes from streamlined operations, saving them valuable time and resources. Enhanced Confidence is fostered through data-driven insights that empower effective decision-making. This translates into Improved Growth Potential as businesses can proactively plan and strategically optimize based on real-time data. Additionally, the platform offers tools and insights to build Stronger Customer Relationships, aiding in both acquisition and retention. Finally, Competitive Advantage is gained through benchmarking features, allowing SMEs to compare against industry standards and make informed adjustments for optimization.

This holistic platform will address the fragmented digital landscape and provide SMEs with the tools they need to run and grow their businesses effectively.

Outcome

This project culminated in a commercial partnership agreement, empowering business customers with a business intelligence snapshot and streamlined operations, giving them the tools to compete and grow securely.

Mastercard | Nucleus