SEND Backoffice for Third Parties
A B2B dashboard for banks and other companies to implement legal notifications in their services.
Problem
SEND Multichannel is a PagoPA service that lets banks and other institutions integrate courtesy messages for new SEND legal notifications directly into their apps. Through it, the banks' clients can view and pay any associated fees in their banking app.
The service was originally tied to the main SEND backoffice platform. A strategic decision spun it off as a standalone B2B product, which called for a dedicated backoffice to guide users through configuring and managing the service.
Execution
At kickoff, the engineering team struggled to define the exact requirements of the MVP. The experience also depended on a complex technical blueprint with highly technical parameters (OAuth2, App Deep Linking versioning, custom body and URL parameters, and so on).
To break the deadlock, I sketched an initial high-fidelity wireframe flow with components from the MUI Italia Next design system. It gave the developers a visual common ground that helped them finalize the technical requirements.
Once we agreed on the base flow, the developers shared the technical API documentation on Gitbook. I exported it and used an LLM (Gemini) to digest the complex JSON payloads.
Aligning user experience with API architecture
Analyzing the backend logic, I noticed that the APIs split into general TPP updates and specific security/token updates. So instead of one monolithic self-onboarding form, I divided it into three logical steps:
1. Registration & Contacts
2. Technical Configuration (Endpoints)
3. Security & Credentials
Because the UI maps 1:1 to the backend architecture, the engineering team could reuse the frontend components for the edit pages later, which cut development time and potential bugs.
Progressive disclosure and error prevention
The backend APIs required complex nested JSON payloads for App Deep Linking and fully customizable OAuth2 parameters. Showing every raw input would have overwhelmed users, so I designed the interface around progressive disclosure and built-in guardrails.
I added simple radio-button logic for Universal Link and Device Specific Links configuration. Complex versioning inputs sit behind buttons and checkboxes, which keeps the UI clean for the majority of banks that only need a single universal link.
Mandatory fallback link logic
When a developer does configure specific app versions, the UI automatically generates a mandatory Fallback Link field. This constraint pushes the operator to follow technical best practices and keeps the citizen's payment journey from hitting a dead end because of broken routing.
Visualizing the value proposition
I also designed the service icon and the cover image shown next to other PagoPA products in the institutional Reserved Area. The mockup shows a user holding a smartphone with a SEND notification and a prominent "Pay with your bank" primary button. It communicates the value proposition at a glance, and the benefit for both sides: the citizen gets a pre-filled payment experience with little friction, and the bank secures the transaction commission.