Overview

Creating a simpler way for business to get paid

Mobile • 6 weeks • Q2 2024

Project details

My role

Lead Product Designer responsible for end-to-end delivery; discovery, ideation, prototyping, validation, and delivery. I also contributed to and maintained the design system throughout the project.

The team

I worked as part of a product trio (myself, Product Manager, Lead Developer) within a cross-functional team of six, including three developers. We collaborated daily to shape and ship this feature across mobile and web.

Overview

The existing Payment Request feature had very low usage, and many users didn’t even know it existed. Through research, we found that non-invoice users needed an easier, more professional way to request payments. We redesigned the feature into "Payment Links" a super-fast to create, trackable link that’s shareable via a branded payment portal. Usage more than doubled, helping more small businesses get paid with ease.

Key outcomes

1.55×

more users created a payment link

Over half

of payment links paid by open banking

1.15×

of increase in users signing up to card payment platform

How I contributed

Research & insight

Discovered barriers to adoption and validated user needs

  • Reviewed product analytics to uncover usage and abandonment patterns

  • Developed and ran a user survey and conducted 15 user interviews

  • Benchmarked competitor apps to understand their payment features

  • Identified a gap in feature discoverability and user understanding

Strategy & alignment

Refocused the feature to match real-world usage

  • Planned and facilitated an ideation session with cross-functional team

  • Led sticky note sessions to review and simplify existing user flows

  • Collaborated with product and engineering to define MVP and sequence future iterations

  • Positioned the feature a a lightweight alternative to invoicing

Design, validation & delivery

Redesigned the mobile flow and created Countingup’s first responsive web expereince

  • Led end-to-end design across mobile and responsive web

  • Simplified payment link creation flow to reduce friction and improve completion rates

  • Designed a branded payment portal that balanced usability with low development effort

  • Planned and conducted moderated usability testing with 9 users

  • Incorporated user, stakeholder and team feedback, and constraints into final shipped design

  • Used, updated and extended the design system to support new components.