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How I redesigned the payout system that processed thousands in commissions and made it clear for every partner
Mar 14, 2022
•
12 min read
Last Updated: September 26, 2025
Bigou is a marketplace that connects local stores with customers through delivery and pickup orders. Every month, thousands of transactions flow through its financial backend, from commissions and online payments to coupon reimbursements and partner payouts.
B2B
Data visualization
Research & Prototyping
Cross Collab
Fintech
Information Architecture
Support Ticket Reduction
As the platform scaled, financial transparency became one of the most frequent pain points among store owners. By 2022, the payout process had turned into the top reason for support tickets.
Partners constantly asked: “Why is my payout lower than expected?”
“Where did the coupon discounts go?”
Behind those questions, the issue wasn’t the math, it was communication. The existing interface mixed values from online and offline sales, commissions, coupons, and taxes into a single opaque number.
It technically worked but failed to explain how each amount was formed. That confusion slowly eroded trust.
The Problem & Challenge
The payout model was complex by nature. It considered multiple variables such as online and offline sales, coupon values reimbursed by Bigou, payment gateway fees, monthly commissions, and balance rollovers from previous months.
Caption
These rules were solid from an accounting perspective, but partners couldn’t follow the logic. Many perceived legitimate deductions as errors, which damaged trust and created frustration.
This lack of clarity generated a 45%(~134 → 194) spike in financial support tickets during payout periods. The challenge went beyond technical aspects. It required turning a dense, back-office formula into a process anyone could easily understand.
The new design needed to clarify how each value was composed, show when each payment would be made or charged, preserve financial accuracy, and still feel simple enough to read without effort.
My Role
As the Lead UX/UI Designer responsible for the payout system, I led the effort to bring clarity to the process.
Working alongside the CTO, the CFO, and customer support, I mapped the full transaction journey from the moment a customer paid to the final repasse to a partner’s account.
I interviewed store owners and reviewed +60 support tickets to understand where confusion happened.
From there, I designed new hierarchies and UI flows that explained the payout logic step by step, while coordinating with engineers to ensure every value on screen matched the backend calculation.
Process
Mapping the invisible flow
To start, I broke down the old payout formula into something readable and relatable:
Online sales + coupons - fees - commission = final value
(Vendas online + cupons – taxas – comissão = valor final)
Instead of showing this as a block of data, I separated each component and labeled its source.
That helped turn what looked like pure accounting into a clear explanation of how revenue entered, deductions applied, and what remained as the final amount.
Translating finance into language
As I refined the structure, I noticed that internal terms made sense only to accountants.
Words like remaining commission, online balance, and coupon used in online payment confused most users.
I replaced them with simpler and more human labels:
Total commission of the month
Applied coupons – Bigou paid for you
Online payment fees
Accumulated monthly balance
Changing this reduced friction and made the interface easier to understand.
Designing clarity
With clearer language in place, I turned the information into a cohesive interface.
I created a monthly summary that allowed partners to review all variables in one place.
Explanatory sections detailed online payment earnings and retentions, showing each step of how the total was formed.
Clear view where any store owner can instantly see what was earned, what was deducted, and why.
At the top of the page, a simple message communicated the outcome in plain language:
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Each variation was carefully written to sound natural and consistent.
Building understanding
Next, I designed visual components that explained every possible payout state: pending, transferred, invoiced, or paid.
Color-coding and contextual hints helped partners quickly identify their situation.
On mobile, collapsible cards summarized calculations and provided short explanations for key details like Revenue from online payments (Receita com pagamento online) and Held invoice (Boleto Retido).
The experience felt direct and easy to understand.
Caption
Creating transparency
Finally, I connected the system into a visual flow that showed how months closed, how balances carried forward, and how Bigou reimbursed coupons directly through commission rather than as separate transactions.
This transparency helped eliminate confusion and allowed partners to follow the movement of their money from start to finish.
Caption
Results
After the launch, the new payout experience changed how partners interacted with their financial data.
Support tickets about payouts dropped by 45%.
Partner satisfaction increased by 22%.
New users learned the payout logic after a single cycle instead of three.
Finance and support teams spent about half the time answering payout questions.
Impact
The project restored confidence in the platform.
Partners could finally see how their money moved through each month, line by line.
The interface replaced confusion with trust and turned one of the company’s most frequent pain points into a predictable and transparent experience.
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