Cutting seller payout time from 7 days to instant on Vietnam's largest e-commerce platform

Tiki is one of Vietnam's largest e-commerce platforms, operating a multi-sided marketplace connecting millions of buyers with thousands of sellers, suppliers, and business partners. The platform manages a complex financial ecosystem where a single partner may simultaneously operate as a supplier, a seller, and a customer — each role carrying its own balance, transactions, and reporting requirements.

As Senior Product Designer on the Seller Center team, I owned the end-to-end design of the My Balance feature — from initial discovery through to final developer handoff. I collaborated directly with product managers, engineers, and the financial operations team to understand constraints and define the right scope.

Partners operating across multiple roles on Tiki — supplier, seller, customer — had to navigate separate systems to understand their total financial position. There was no unified view. Each role lived in its own dashboard, with no way to see a consolidated balance or move funds between them without going through the bank.

The fund transfer process was particularly broken. Moving money between roles required converting balances to cash via bank transfer, then re-depositing — a process that took up to 7 working days and incurred transaction fees on both ends. For negative revenue cases, partners had to manually trigger updates themselves.

We mapped how competitors handled seller-side finance — Shopee, Lazada, TikTok Shop — to understand what patterns sellers already knew, and where Tiki could differentiate. We also interviewed sellers directly to surface the specific moments in their workflow where the current system broke down.

We mapped the full payment information flow across roles, defined withdrawal strategies (immediate and periodic), and specified the e-invoice system requirements. This phase produced the functional spec that aligned engineering on scope before any visual design started.

I moved from paper sketches to low-fidelity wireframes with 3+ variations for key flows like payment requests and withdrawal. Each variation was shared with product and finance stakeholders for feedback before we committed to the high-fidelity direction.

We tested with high-revenue sellers (top performers over 3 months) and settlement section operators — people who use the balance system daily and have the most to gain or lose from a redesign. Testing tasks covered statement viewing, balance summary interpretation, transaction navigation, and the full withdrawal flow.

A unified balance view that consolidated a seller's position across all their roles — supplier balance, seller balance, and any platform credits — in a single overview. For the first time, partners could see their total financial position at a glance without navigating across multiple systems.

The feature that replaced the 7-day bank process. Sellers could request immediate withdrawal directly from the dashboard, with the system handling verification and fund routing internally. This eliminated both the waiting time and the per-transaction bank fees.

A searchable, filterable transaction list with detailed drill-down for each entry. Sellers could filter by date range, transaction type, and role — making it easy to reconcile monthly statements without manual spreadsheet work.

Monthly invoice generation and tracking built directly into the balance dashboard. This replaced a manual request process and gave sellers a structured audit trail that aligned with Vietnamese tax requirements.

We designed explicit flows for insufficient balance situations — rather than silent failures, the system guided users through their options. This was one of the most-tested paths in usability sessions and one of the most impactful final design decisions.