Case Study

Aggregator Dashboard

This is a brief overview of this project (3 min read)

My role

User Interface Designer

User Experience Designer

Interaction Designer

First let me tell you about Paga

Paga is a leading mobile money company that is building an ecosystem to enable people to digitally send and receive money, and creating simple financial access for everyone.

Who are agents and aggregators?

Paga agents and aggregators are individuals or businesses that help people carry out financial transactions like sending money, paying bills, and buying airtime. They work from shops or kiosks and make it easier for people—especially in areas without banks—to access Paga’s services.

Why are we doing this?

Paga’s existing aggregator dashboard was quite basic and lacked the necessary functionality to effectively support agents. Unlike competitors, Paga’s agents couldn’t access comprehensive insights into their sub-agents’ performance or channel activity. This gap led to a surge in complaints—both online and during site visits—making it difficult for agents to operate at their full potential. It became clear that a change was needed. It was time to scale.

What we aim to achieve

Our goals were simple but grounded in the needs of our users and the vision for Paga’s future. I set out to transform not just the product, but how people experience financial freedom within and beyond Nigeria:

Improve the existing interface and functionalities ensuring scalability and usability

Give aggregators deeper insights into all sub-agents activities

Data-Driven Decision Making

Scalability and Reliability

Taking a deep dive

To understand the challenges aggregators were facing, I collaborated closely with key stakeholders—customer support, product managers, engineers, and field agents. I reviewed support tickets, sat in on agent calls, and joined field visits to observe how aggregators used the dashboard in real-world settings. I also facilitated a few discovery sessions to gather pain points directly from agents and mapped their workflows to identify key gaps. Working with the data and engineering teams, I validated the feasibility of proposed features and used insights gathered to shape a more intuitive, insight-driven dashboard experience.

Key challenges

Most of our aggregators are not learned so we had to ensure the transition is smooth and the interface is simple

Give aggregators deeper insights into all sub-agents activities

Lack of Actionable Insights

Poor User Experience

How we solved it

We launched a simplified MVP version of the aggregator dashboard focused on clarity, ease of use, and essential insights for our mostly non-technical agent base. The interface prioritizes key metrics, uses visual cues over complex text, and guides users with intuitive flows. We carried out multiple rounds of testing and feedback sessions with agents to ensure it met their real-world needs. While this release covers the most critical pain points, it lays a strong foundation for future scalability and feature expansion.

Let's design

Finally, for the best part—let’s dive into Figma and start designing!

The outcome and effect

The implementation of the new aggregator dashboard resulted in significant improvements in agents’ ability to monitor and manage their sub-agents effectively. It increased their access to real-time performance insights, reduced dependency on support, and boosted overall productivity as shows by the following metrics:

51% reduction in agent support requests

Improved sub-agent activity tracking

43% increase in agent satisfaction

39% increase in dashboard usage

Curtain call

This project really helped us tackle some major issues our aggregators were facing, especially around visibility and ease of use. Working closely with the agents, who aren’t very tech-savvy, gave me a clear picture of their real challenges. By focusing on a simple MVP with the most important features, we were able to deliver something that made a difference quickly. The feedback from agents was really valuable and showed we’re on the right track. There’s still room to grow and add more features, but this has set a solid foundation for scaling and making the dashboard even better.

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Recurring payments

open for work