Joseph Solomon

Instead of expecting users to learn an entirely new system, M-Pesa created a service that felt like a natural extension of their daily lives.

This is the tightrope businesses walk every day: How do you protect users without pushing them away?

For product and design teams building B2B payment solutions, usability is often the first milestone. Is the platform intuitive? Can users complete transactions efficiently? But stopping at usability misses the bigger picture. The

Customers who feel heard are more likely to stay loyal, reducing churn and increasing lifetime value (CLV)

So, what do people truly want in B2B payments? And more importantly, how can you design products that fulfill those needs consistently?