FINANCIAL APPLICATION
Consolidating multi-product payments into a single session
OVERVIEW
A Caribbean financial company had soft-launched its payments platform, and clients needed a faster way to pay for multiple products. Many clients held several products, meaning they had to repeat the entire payment flow for each one.
As the sole designer, I redesigned the flow to handle multiple-product payments in a single session and validated it with two rounds of usability testing.
ROLE
Product Designer
RESPONSIBILITIES
Product Strategy, Experience Design, Prototyping
COLLABORATORS
UX Researcher
TIMELINE
Designer
THE PROBLEM
The company’s payment platform let users pay for only one insurance policy at a time. If users had several policies, they had to repeat the entire payment flow for each one.
Goals:
Build a scalable flow that can accommodate new product types (credit cards, loans, pensions, etc.).
Ensure products are easy to discover and select.
Preserve flexible payment options for advance, outstanding, and partial payments.
THE SOLUTION
Reduce the time and effort it takes to pay for multiple products.
The final design lets clients pay for everything they owe in a single session, with control over how much they pay for each product.
Previously, paying for more than one product meant repeating the entire payment flow. The redesigned flow steps clients through each product in one continuous session, so paying for three products takes one trip instead of 3.
OUTCOME & RESULTS
Streamlined the payment experience so clients can pay for multiple products in a single session, designed to scale with the company’s growing ecosystem.
Faster time to task
Paying for 2–3 policies individually would have taken an estimated 5–8 minutes based on prior testing. During usability testing, participants completed the same task in an average of 4:57 minutes.
Consistent task completion
100% of participants completed the task during usability testing
Built for what comes next
Each product’s payment rules are self-contained, so you can add new product types without rebuilding the core flow.
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Streamlined the payment experience to let clients pay for multiple products within a single session, designed to scale with the company’s growing eco-system.
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