Protect Mobile: +40% conversion in the PCI-DSS compliance journey.

Product & UX Leadership — VikingCloud · 2023 Result: ~40% lift in compliance-journey conversion

Reframed the PCI-DSS compliance journey for SMB merchants around the real friction surfaced in research, moving the key milestones to mobile.

Challenge. Merchants engage with PCI-DSS compliance only 4–5 times a year, treat it as a chore, and forget the steps. Support agents made up to 9 calls per merchant to secure attestation — even when no vulnerabilities existed — driving high operational cost.

What I did

• Mapped the merchant compliance journey and isolated the 3 highest-impact milestones doable on mobile in under a minute.
• Partnered with mobile/web product owners and engineering to design and beta-test the new flows.
• Built one-click attestation for passing scans and a streamlined re-validation for returning compliant merchants.

Impact

• ~40% year-on-year increase in compliance conversion
• up to 90% faster quarterly scan journey
• >600% mobile uptake over two years · support calls cut from 20+ to 7

Platform Design Lead @ VikingCloud, leading internal and external design teams.