Bridging the Gap between Customers and Digital Adoption
Klakpad Agent empowers agents to onboard customers, manage subscriptions, and earn rewards. Launched as an MVP, it follows a lean approach to improve accessibility and drive growth through real user insights.
View prototype
ROLE/TEAM
Led the design efforts for the mobile & web app, working closely with a with a fellow designer, the product manager, and the engineering team.
TIMELINE
2 weeks
Year: January 2025
TOOLS USED
Figma, Figjam, Notion
Klakpad is a business management platform that helps businesses manage their inventory and subscriptions.
The Problem
We designed it to be self-service, so business owners could sign up, pick a plan, and set everything up on their own. But after a while, we noticed that onboarding wasn’t as smooth as we thought. A lot of users found it stressful, especially those who weren’t very tech-savvy or just didn’t have the time.
At the same time, a few agents were already helping new customers get started, just doing it on their own. It worked, people got onboarded faster, and agents were happy to help. That got us thinking: what if we built something around this idea and made it official?
Learning directly from agents and customers
To understand the problem, we studied agent-led models, talked to agents and business owners, and analyzed gaps in the existing onboarding process
Key insights:
Customers preferred having someone guide them through onboarding
Many were too busy or found it difficult to manage accounts and subscriptions on their own
Agents needed a structured way to manage multiple customers
Incentives were necessary to keep agents motivated and engaged
Designing the Agent Experience
To address these challenges, we developed Klakpad Agent with clear objectives:
Provide agents with a platform to register and track their customers efficiently.
Enable agents to subscribe and renew plans for their customers using discounted tokens as incentives.
Ensure transparency and easy management of agent activities, including payments and subscriptions.
Seamless agent onboarding and KYC verification
Trust and legitimacy were important, so agent registration included:
NIN-based sign-up, which auto-fills verified government data to speed up the process
KYC verification, requiring a government-issued ID and a headshot photo
Dashboard for customer management
Agents manage customers from a single interface — viewing subscription statuses, quickly finding accounts with search and filters, and funding wallets or purchasing tokens without leaving the dashboard.
The Klakpad Token (KPT) system
We introduced a token-based system to simplify transactions and reward agents. By depositing a portion of the subscription fee, agents receive tokens used for subscriptions, renewals, and add-ons — making the process seamless, transparent, and incentivized.
Customer subscription & renewal management
Agents can register new customers via a dedicated sign-up link, subscribe or renew plans using their token balance, and view detailed subscription history for each customer
Review system for agent accountability
We introduced a token-based system to simplify transactions and reward agents. By depositing a portion of the subscription fee, agents receive tokens used for subscriptions, renewals, and add-ons — making the process seamless, transparent, and incentivized.
Measuring the impact
Since launching Klakpad Agent, we’ve been collecting feedback and tracking results. We’re currently analyzing:
Adoption rates, based on how many users agents bring in
Renewal behavior to see if agent-led subscriptions improve retention
Agent activity and engagement in relation to the incentive system
The early signs are promising, with consistent participation and increasing adoption.
What’s next? Expanding the vision
With the system in place, we’re looking at further enhancements:
Token Transfers: Enabling agents to transfer KPT among themselves.
Advanced Analytics: Providing deeper insights into agent performance.
Expanded Agent Networks: Reaching underserved regions to drive adoption.
