Payment Options Onboarding

How do we provide an onboarding experience to show users all the payment options available for them to free up their cash flow?

PROBLEM

The need to free up cashflow

The business team saw an opportunity to help users free up cashflow through payment options like Buy Now Pay Later. Many customers hesitated to pay large orders upfront, so we wanted to offer more flexibility.

THE OUTCOME

Acquired 16% more users

In the first 3 months after launch, we generated 63 new leads that resulted to 16% increase in acquired users. We also had 100% of respondents saying the onboarding was clear and helpful in making a decision.

DISCOVERY

Process, value and potential risks

First, we needed a clear understanding of the process. We spent time talking with stakeholders and other teams to map it out.

What drove or stopped users from using Buy now pay later

We mapped insights into push and pull factors. Most users hesitated due to complexity and risk, but those interested saw value in freeing up cash flow, something we leaned into.

IDEATION

Imagining the experience

The payment options felt confusing to some users, especially with financial terms they didn’t understand. We needed to make things clear and helpful without losing important info.

FINAL DESIGNS

How we introduce learning

Although we ultimately wanted to increase the number of customers using our Buy Now Pay Later service, we didn't want it to be too intrusive, so we decided to go with a banner in order to draw the customer's attention.

Mixpanel data showed that the number of people tapping the call to action. We could then focus on which area to improve the design in the future but it seemed like the touch-point was successful.

Simple way to apply

We wanted to help inform the user throughout the journey this meant focusing on what information was important for them to make their decision and providing them an easy, friendly application process.

TLDR

Helped more users enroll by simplifying onboarding

Many users were interested in financing options like Buy Now Pay Later, but didn’t know how to sign up or what the benefits were. Most of the information lived with the sales team, which made the process unclear. After speaking with stakeholders and users, we mapped out the journey, simplified the application, and designed a clear, informative experience. This led to a 16% increase in new financing users.