Optimizing the Post-Purchase Journey: User Value & $1M in Annual Savings
-40%
$1M/year
-12%
Challenge
Our Pay Later post-purchase journey in UK was heavy, outdated and costly, driven by excessive, confusing communications. We were challenged by a tight deadline to launch a new feature using legacy templates, a solution that would have worsened the user experience and go against our design principles.
Actions
Roadmap change: Successfully advocated for this user journey redesign to be added to the product roadmap, framing it as a key part of a broader design standardization strategy.
Challenged the brief: I proactively built and presented the case for a full redesign, securing stakeholder approval by providing a clear, actionable plan that still met the deadline.
Led end-to-end design: I took full ownership of the user experience, from initial concept and wireframes to high-fidelity prototypes and final implementation, ensuring alignment with our TRX design system.
Drove execution: I orchestrated the efforts of a cross-functional team, ensuring the right people were engaged at the right time to guarantee a successful and timely rollout.
Introduced Autopay: I integrated and testes the Autopay feature, a key innovation to improve on-time payments and give users greater control.
Results
The initiative was a success, delivering a superior user experience on the original aggressive timeline. The redesign drove significant business impact, including an estimated 40% reduction in reminder rates and annual savings of ~$1M in operational costs. The new designs and Autopay feature were highly valued by users, with research showing 77% of users would keep the feature enabled for the greater control and peace of mind it provided.
