How I Pendo Customer experience

Understanding the user paths most traveled

See how Global Payments used Pendo data to understand user journeys for their latest feature and inform future development efforts


When Global Payments released a new feature to meet customers’ needs at the start of the pandemic, they needed to know how users were engaging with the feature to ensure it was delivering on its intended value and solving the right pain points.

Pendo'ing it

The product team utilized Paths in Pendo and saw that after using the Payment Request feature, 50% of users were then searching for the transaction to ensure it went through. This highlighted what was missing from the new feature: the ability to send a notification when a payment is completed.


With this insight into their users’ actions, Global Payments had the information they needed to iterate and the team is now working on adding the ability to see whether or not a request was paid right after making a payment request.

Chad Parker

Manager of product ownership

Global Payments

Global Payments is a technology company that provides payment processing solutions that allow businesses to add payments functionality within their own applications.

We equate Pendo’ing with driving business decisions. We no longer have to rely on gut instinct, and we can use Pendo data to answer a lot of key questions about our users.

From gut feel to data-driven

Although some product managers might think they know what customers need from their product, relying on gut instinct can only get you so far. With Pendo, product usage data reveals exactly how users are navigating your product so you can work to make that experience even better.

In the past, product decisions at Global Payments were often based on gut feel or conversations with a few customers. Now, Pendo helps make data easily available for teams across the organization. “With Pendo, I’m able to answer a lot of questions about our users, and even segment by customer type or user role to see how product usage differs for each group,” said Chad Parker, manager of product ownership at Global Payments.

This access to data proved particularly valuable at the beginning of the pandemic when Global Payments built a new feature after hearing that their customers (business owners) lacked an easy way to collect payments when they were no longer operating in-person. This new functionality, Payment Request, allowed merchants to send a request to customers via text message or email so they could pay without interacting with anyone or touching another device.

A few months after launch, the product team turned to Pendo to see how the Payment Request feature was being used.

The (user) path to success

Parker utilized Paths to look at what users were doing before and after accessing the Payment Request functionality. The data showed that after sending a payment request, 50% of users were immediately searching for their transaction (often multiple times) to see if it went through. The rest of the users either didn’t take another action, or proceeded to send another payment request.

This relatively simple data point gave the product team a major insight. They had built the ability to send a payment request, but didn’t provide a way to notify customers when their payment had been completed. “We were able to see that we really needed a way to make this workflow easier,” Parker noted.

Being able to see how users interacted with their new feature allowed Global Payments to continue iterating and improving the customer experience—and do so quickly. Now, the product team is building the ability to receive a notification or show recent transactions right after making a payment request, so customers will be able to easily see whether their requests have been paid. 

Product data is also particularly valuable as Global Payments works to consolidate two products after undergoing a merger in 2020. Since a lot of discussions center around whether they should move a feature over from product A to product B, they can go into Pendo and see what’s being used (and what’s not being used) to determine what should exist in the combined platform.

In one case, the support team came to product with a request to include a certain feature in the new portal, but when they looked at the data, only 200 customers out of 25,000 were actually using the feature. Parker explained, “Pendo definitely arms us with the information we need to have more productive conversations with support.”

Pro tips

  • Establish a naming convention for your features in Pendo so other people at your organization can understand and tag things effectively, too
  • After you launch a new feature, use Paths to see what users are doing before and after they access the feature and determine if any additional functionality is needed
  • Bring product data into conversations with your support team to ensure decisions are based on what users are doing in the product