Case Study: Global Payments achieves data-driven product decisions with Pendo

How Global Payments uses Pendo to make data-driven decisions

Global Payments, a payments processor serving thousands of merchants, needed to redesign its OpenEdge View merchant portal but didn’t know which features and flows to prioritize or which UI assumptions were true. The product team faced typical redesign challenges: validate hypotheses about how customers use the platform, decide what to include in the new interface, and allocate engineering resources where they’d have the most impact.

Using Pendo’s usage analytics, heat maps, segmentation, and Data Explorer, the team validated that the homepage was rarely used, identified the most-clicked navigation items, set the most common date range as the default in Generate Report, and discovered that most payment requests were sent via SMS—so they invested accordingly while deprioritizing swipe support. The data-driven approach produced clear priorities, improved UX defaults, and created shareable dashboards that helped the team tell compelling cross-functional stories and make better product decisions.

Global Payments

Chad Parker

Product Owner