SERVICES
UX / UI
SECTOR
eCommerce
YEAR
2024
Create a friction-free payment experience.
OVERVIEW
Customers were confused and frustrated as they struggled to understand how to proceed during the checkout journey.
THE CHALLENGE.
Reduce payment pain.
Present a payment method experience that is frictionless. Ensure easy navigation through the checkout process with minimal fuss.
The ability to pivot
Working as part of an Agile squad I prioritised user needs and feedback. Throughout the process, I continued to review session recordings to learn more from the user.
THE DISCOVERY.
Identifying patterns.
The discovery phase allowed me to review session recordings. I watched sessions from across 6 regions to help me understand the broader picture and identify behavioural patterns. I also worked with the Customer Support team, reviewing their observations.
THE REQUIREMENTS.
Designing for users' needs, actions, and emotions.
Aligning my research with the team has allowed me to gain a profound understanding of the users' expectations and challenges. In my role, I focused on acknowledging the crucial significance of aesthetics and tone of voice in creating an outstanding experience and ensuring its delivery.
Opportunities driven by data
I conducted customer interviews and gathered actionable insights to guide decisions. The app's popularity provided ample participants. I interviewed stakeholders, co-workers, and friends, and monitored Twitter for public sentiment. These methods quickly clarified user needs and gave us a solid grasp of user expectations.
THE FRAMEWORK.
Setting the design direction.
I generated many ideas about the arrangement of UI, functional elements, and interactive behaviours and iterated those continually. I conducted several rounds of interviews with participants to allow the vision to begin evolving into something tangible.
THE LAUNCH.
Introducing... a new payment method experience.
I utilised an existing design system to significantly enhance the payment method experience and refine design patterns based on extensive user feedback and comprehensive research.
CAMPAIGN.
Affecting the bottom line.
The new payment method experience had an immense impact on cart conversions, leading to a remarkable 6% uplift and an impressive revenue increase of £13,500,000 in the first 3 months of going live.
Create a friction-free payment experience.
Create a friction-free payment experience.
Create a friction-free payment experience.
SERVICES
UX / UI
SECTOR
eCommerce
YEAR
2024
OVERVIEW
Customers were confused and frustrated as they struggled to understand how to proceed during the checkout journey.
THE CHALLENGE.
Reduce payment pain.
Reduce payment pain.
Present a payment method experience that is frictionless. Ensure easy navigation through the checkout process with minimal fuss.
Present a payment method experience that is frictionless. Ensure easy navigation through the checkout process with minimal fuss.
THE DISCOVERY.
Identifying patterns.
Identifying patterns.
The discovery phase allowed me to review session recordings. I watched sessions from across 6 regions to help me understand the broader picture and identify behavioural patterns. I also worked with the Customer Support team, reviewing their observations.
The discovery phase allowed me to review session recordings. I watched sessions from across 6 regions to help me understand the broader picture and identify behavioural patterns. I also worked with the Customer Support team, reviewing their observations.
The ability to pivot
The ability to pivot
Working as part of an Agile squad I prioritised user needs and feedback. Throughout the process, I continued to review session recordings to learn more from the user.
Working as part of an Agile squad I prioritised user needs and feedback. Throughout the process, I continued to review session recordings to learn more from the user.
THE REQUIREMENTS.
THE REQUIREMENTS.
Designing for users' needs, actions, and emotions.
Designing for users' needs, actions, and emotions.
Aligning my research with the team has allowed me to gain a profound understanding of the users' expectations and challenges. In my role, I focused on acknowledging the crucial significance of aesthetics and tone of voice in creating an outstanding experience and ensuring its delivery.
Aligning my research with the team has allowed me to gain a profound understanding of the users' expectations and challenges. In my role, I focused on acknowledging the crucial significance of aesthetics and tone of voice in creating an outstanding experience and ensuring its delivery.
Opportunities driven by data
Opportunities driven by data
I conducted customer interviews and gathered actionable insights to guide decisions. The app's popularity provided ample participants. I interviewed stakeholders, co-workers, and friends, and monitored Twitter for public sentiment. These methods quickly clarified user needs and gave us a solid grasp of user expectations.
I conducted customer interviews and gathered actionable insights to guide decisions. The app's popularity provided ample participants. I interviewed stakeholders, co-workers, and friends, and monitored Twitter for public sentiment. These methods quickly clarified user needs and gave us a solid grasp of user expectations.
THE FRAMEWORK.
THE FRAMEWORK.
Setting the design direction.
Setting the design direction.
I generated many ideas about the arrangement of UI, functional elements, and interactive behaviours and iterated those continually. I conducted several rounds of interviews with participants to allow the vision to begin evolving into something tangible.
I generated many ideas about the arrangement of UI, functional elements, and interactive behaviours and iterated those continually. I conducted several rounds of interviews with participants to allow the vision to begin evolving into something tangible.
THE LAUNCH.
THE LAUNCH.
Introducing... a new payment method experience.
Introducing... a new payment method experience.
I utilised an existing design system to significantly enhance the payment method experience and refine design patterns based on extensive user feedback and comprehensive research.
I utilised an existing design system to significantly enhance the payment method experience and refine design patterns based on extensive user feedback and comprehensive research.
THE IMPACT.
THE IMPACT.
Affecting the bottom line.
Affecting the bottom line.
The new payment method experience had an immense impact on cart conversions, leading to a remarkable 6% uplift and an impressive revenue increase of £13,500,000 in the first 3 months of going live.
The new payment method experience had an immense impact on cart conversions, leading to a remarkable 6% uplift and an impressive revenue increase of £13,500,000 in the first 3 months of going live.