B2B2C Payment Integration

SweatNow

✦ Situation

There are two users: trainers and trainees. Trainers used different payment methods like PayPal, Venmo, and cash, which made it hard to track and refund payments when classes were canceled or moved, especially with four sessions a day and 25 trainees in each.

✦ Problem

How might we create a unified payment experience for trainers so that they can track and manage revenue more easily?

✦ solution

In App Payment and Analytics

Using the Stripe API, I designed MVP payment integration flows that enabled online class payments, class rescheduling, and cancellations, along with performance analytics for trainers.

✦ results

67% less time in payment tracking

as indicated by usability testing results

✦ Project Details

Role

Lead UX Designer

Team

2 PMs, 4 Developers & SMEs

Duration

3 months

Tools

Figma, Adobe CC

✦ sneak peek

Track your money in one place

Know the status of payments within fraction of a second

Revenue Analytics

See how well you are performign cmpared to other trainers in your area

✦ HOW DID I GET THERE?

End-to-end product design roadmap

✦ Explanatory User research

The problem was known, so I started with interviews.

1. Find why users prefer manual payments of variable fees

2. Find users' workarounds

3. Find competitions offerings

3 user interviews

20 min each - remote

Semi-open questions

Results?

2 Main Insights

The need for a unified book keeping platform

Mike: "Cancelling a class is more than just cancelling. It's a logistics nightmare!"

Entry level trainers needed tools than just service

Sarah: "I like to read the reviews of other trainers to see how much clients they are getting and how they do things differently"

Not just another payment integration!

This is how a very boring payment integration design sprint became exciting!

✦ Audit of market best practices analysis

How does 10+ competitor provide payment tracking and analytics

✦ Ideation

Defining the MVP features for payment integration and analytics

Rapid wireframes and prototypes

using Existing design system and visual styles

Brand centric design components

✦ FINAL DESIGN

Hi-Fi prototype in production

✦ Usability testing

6 Participants, 3 hours and 6 tasks per person

100% success

All pass

96% easiness

* Cancellation policy setting up was confusing

* Sorting by day/week/month was difficult while tracking revenue

96% Confidence

* Screen showing list of participants was overwhelming

* Understanding why rescheduled happened was confusing

Making fee status more simple

The icon of payment source was removed and sorting by selected dates in calender was added

Details of rescheduling is more clear

What ever that is changes is highlighted in red with a tag on top

Simplified cancellation policy

7 different options were simplified into just 3

✦ Learnings

Self Reflection

Takeaways

Even though the design ask was just payment integration, revenue tracking feature was highly appreciated by the stakeholders.

Users wanted to search trainess with their cards last 4 digit. However Stripe API did not offer that service.

Next steps

Launch the revenue analytics feature

Look into more competitors outside of the US to position SweatNow app as industry leading.

Next up ...

Bringing 247 million user back to cinemas

Ballot Movies

B2B2C Entertainment | Academic Project