What metrics would you use to evaluate Tabby's merchant onboarding process?

Introduction

Evaluating Tabby's merchant onboarding process requires a comprehensive approach to product success metrics. To address this challenge effectively, I'll follow a structured framework that covers core metrics, supporting indicators, and risk factors while considering all key stakeholders. This approach will help us gain a holistic view of the onboarding process's performance and identify areas for improvement.

Step 1

Product Context

Tabby's merchant onboarding process is a critical component of their buy now, pay later (BNPL) platform. It's the gateway for merchants to integrate Tabby's payment solution into their e-commerce stores, enabling customers to split purchases into installments.

Key stakeholders include:

1. Merchants: Seeking a smooth, quick integration to offer BNPL options
2. Tabby: Aiming to expand its merchant network efficiently
3. End customers: Expecting a seamless shopping experience with BNPL options

The user flow typically involves:

1. Merchant sign-up: Providing business details and documentation
2. Integration: Connecting Tabby's API to the merchant's e-commerce platform
3. Testing: Verifying the integration works correctly
4. Approval: Final checks by Tabby before going live

This process is crucial for Tabby's growth strategy, as expanding the merchant network directly impacts the company's revenue and market share. Compared to competitors like Klarna or Afterpay, Tabby's focus on the Middle East market may require unique considerations in the onboarding process, such as region-specific payment methods or regulatory compliance.

The product is likely in the growth stage, with a focus on scaling the merchant base while maintaining quality and compliance standards.