Instalment payments experience
Role
Senior Product Designer
Team
MMB (Manage My Booking)
Booking management and support
We ensured loveholidays customers a stress free instalments experience by building a new page for payments management.
Context
Loveholidays allows customers to pay for package holidays in instalments. Around 65% of holidays are bought with flexible payment plans every year.
28%
Pay monthly plan
17%
Standart deposit
15%
Low deposit
35%
Pay in full
Background
Our 'Best Service is Self Service' strategy was hindered by the outdated payments management page. It offered poor mobile experience, generated the most support requests, and was not scalable due to legacy code and outdated design.
As a part of revenue growth initiative loveholidays decided to improve instalment payment experience in order to:
Reduce non-payment risks
Enhance payments management
This was a cross-team project spanning two quarters, where my team's main OKRs focused on reducing payment related support requests.
My role
As a Senior Product Designer in the ‘Manage My Booking’ team, I collected data and interview insights to define users' needs for the new payments page.
I designed early concepts for the new payments section, presented them to stakeholders, and later designed and validated the MVP, which was implemented and AB tested. I collaborated with PMs, Data Analysts, Engineers, and CX agents to cover both business and users needs.
Research insights
I analysed payment support conversations intents. I also read Trustpilot reviews related to payments. Findings were:
Lots of customers were not sure how to change dates in the old UI
It was common to adjust payment dates to payday
Customers wanted to move failed payments dates
Changing card process wasn’t clear enough
I organised and facilitated 5 interviews via User Testing to uncover needs of travellers, who had instalments experience before. I talked to them about their experience with credits and then showed a prototype to discuss their product expectations. I learned that customers wanted to see their overall payment progress at a glance, and their main worry was about not being able to pay on time and have their holiday cancelled.
Design process
I analysed the most popular apps that provide flexible payment plans, such as Klarna, ClearPay, Monzo, PayPal, and Apple Instalments to identify common design patterns and practices.
Based on it and research insights I designed high level concepts to align with stakeholders.
After alignment was reached, I facilitated several discussions with engineers, and together we defined technical scope for MVP and I crafted the 1st design iteration.
I created an interactive prototype and ran a corridor testing on my phone to make sure change dates action was easy to perform. As a part of this exercise I showed an interactive prototype to other Product Designers and our Content Designer. Based on collected feedback I did a couple of other iterations, which I tested via User Testing.
As a last step we worked on interface texts together with our Content Designer. The prototype with the final copy was tested again and proved to be easy to use.
Solution breakdown
Payment progress visibility
We added a progress bar with outstanding balance to enable customers seeing where they are at glance and cover the whole balance if they wish to. We also created a mobile-friendly schedule view, which would support different payment statuses.
Adjustable payment schedule
Here I had to balance between desired solution and feasible MVP. Editing dates one by one was supported functionality, so I was asked to design for this. I designed a control which would fit into the schedule view and support different states. For future iterations we agreed to work on dates bulk update.
Payments widget for the booking details page
I also worked on the new payments widget, which would show progress and provide access to quick actions.
Although this design received very positive feedback during user interviews for bringing delight to the app, the implementation was postponed due to limited engineering capacity.
The new page was AB tested vs the old page and proved to reduce payment information requests. It is now baked in, and we keep seeing positive Payments functionality reviews left along with high CSAT marks.
Next steps
We plan to display payment cards last 4 digits, work on the bulk dates update and add a new widget to the booking page.
Contact me
ⓒ 2023 Veronika Galkina