The Context
EasyPay is Toast's simplified payment onboarding for international markets.
The initiative needed clarity on what was blocking sales teams and slowing
down merchant activation across new regions.
My Role
I ran discovery to understand the EasyPay rollout process and standard rate card
experience — not as an assigned task, but because I wanted to learn how product
discovery works at scale and contribute to something real.
The Process
- Interviewed stakeholders across Sales, Pay-Ops, and Adyen teams
- Mapped the end-to-end onboarding flow and identified friction points
- Documented pain points from sales reps using the system daily
- Identified operational bottlenecks in the activation process
- Synthesized findings into opportunities and milestones
"The best discovery comes from talking to the people closest to the problem —
sales reps who hear objections, ops teams who fix edge cases, engineers who
know where the system breaks."
The Outcome
The discovery work contributed to Toast's EasyPay pilot and informed the
path to general availability. Insights from stakeholder interviews shaped
how the team prioritized fixes and sequenced the rollout.
What I Learned
- Cross-functional alignment requires speaking each team's language
- Sales pain often reveals product gaps that metrics miss
- Discovery at a large company means navigating existing systems, not starting fresh
- The best opportunities come from synthesis, not just collection
