Introduction
At Visa, I led the strategy and product roadmap for Visa Online (VOL), the principal extranet portal through which all Visa-issuing banks and acquirers interact with the company. This enterprise-wide platform needed to support thousands of financial institutions worldwide with a secure, scalable system for accessing documentation, tools, marketing resources, and operational support while maintaining strict compliance with financial regulations.
Challenges
- Fragmented access to Visa resources across multiple channels
- Difficult discovery of relevant documentation for specific roles
- Manual support processes for issue resolution
- Compliance complexity across global regions
- Outdated UI and limited self-service capabilities
Solutions
- Secure portal with role-based access control framework
- Content governance model with global/regional permissions
- Integrated case management system for issue tracking
- Partner onboarding and training documentation
- Marketing asset management system with approval workflows
Outcomes
- Increased global partner adoption by 40% within two years
- Reduced average issue resolution time by 30%
- Consolidated multiple legacy systems into a single secure extranet
- Improved partner satisfaction with self-service capabilities
- Enhanced compliance audit scores and documentation access
Conclusion
The Visa Online platform became the central hub for Visa's relationship with thousands of banking partners worldwide, streamlining operations and support while ensuring regulatory compliance. By understanding the needs of both banks and internal teams, I created a system that balanced security, usability, and global scale.