Checkout.com / Payout configuration
Establishing a centralised approach for payout configuration and scheduling, reducing negative balance fees and increasing payout revenue.
TIMELINE / 6 months (Jul 2023 - Dec 2023)
RESPONSIBILITIES / UX, research, visual design
Summary
Leading this project, my main challenge was to reduce negative balance fees for our Integrated Platform customers and create a way for them to configure and schedule payouts.
Taking a user-centric approach, I developed a new settings page within the dashboard, enabling customers to set up and schedule multiple payout accounts for their clients. Additionally, I designed a detailed page to provide our customers with a visual overview of their clients' balances and payout schedules, helping to educate and empower them in managing their finances more effectively.
This led to a 34% quarterly increase in payout revenue, growing from $456,786 to $611,092, and a 48.89% reduction in negative balances, dropping the average from $45 to $23 per client per month.
Quarterly payout revenue
Metrics of success
$456,786 to $611,092
34% quarterly payout revenue increase
$45 to $23
48.89% monthly reduction in
negative balance fees per client
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IP customers faced increasing challenges paying out to their customers on time.
Complexity faced configuring payout accounts with the introduction of multiple currencies
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The current process for an IP customer to pay out to their clients is manual, often resulting in late payments. IP customers struggle with a complex view of their clients' balances in the dashboard, making the setup of payouts time-consuming. This diverts resources from smaller businesses and frequently leads to monthly negative balance fees.
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By creating a streamlined payout schedule process with a clearer, more intuitive dashboard view of client balances, we can reduce the time and effort required for IP customers to set up payouts, decrease the frequency of late payments, and minimise monthly negative balance fees, ultimately freeing up resources for smaller businesses.
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Stakeholder Interviews
Conducted interviews with IP customers to understand their pain points with their current payout process, dashboard navigation, and areas where they faced the most friction or time loss.
Customer Journey Mapping
Mapped out the end-to-end payout journey to identify key problem areas and inefficiencies that leads to manual effort, delays, and negative balance fees.
Frictionless configuration
With the introduction of multi-currencies to the customer dashboard and our goal of minimising monthly negative balance fees, I aimed to create an intuitive configuration section to assist customers in setting up their payout accounts and scheduling payments to clients. To achieve this, I conducted extensive research to identify the friction points our customers faced and understand how these issues impacted their workflow when managing payouts.
I developed high-fidelity prototypes to test our assumptions with users, allowing me to gain valuable insights and refine the direction of this feature.
Our customers perspective
With a more cohesive customer experience in place, it was time to refine the designs. Creating a customer journey map revealed that users struggled to find the right information due to inconsistencies in the main dashboard navigation. To address this, I introduced a new component to our design system: a navigation breadcrumb. Testing this concept showed that it effectively resolved the ‘wayfinding’ issue, greatly improving the user experience.
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Add settings page.
Designed IP customer setting page in dashboard to configure settings for their clients centrally.
Introduce payout schedules.
Implemented payout schedules per currency account allowing the user to keep on top of payouts to their clientsNew detail page
Redesigned the detail page to reduce complexity when viewing and configuring payouts and balances for multiple currency accounts.
Build prototypes.
Developed prototypes of the redesigned detail page and payout schedule process
Usability testing.
Tested prototypes with a small group of users to gather feedback and make iterative improvements.
Deploy solutions.
Rolled out the new designs to a larger audience, ensuring that all necessary support and training is provided.
Monitor performance.
Track key metrics such as negative balances and payout volume -
Quarterly business uplift
Payout revenue increased 34% from $456,786 to $611,092.Decrease in negative balance fees
48.89% decrease in negative balance fees from $45 to $23 a month average per client.
It’s in the detail
I successfully designed a new detail page that allowed our customers to efficiently manage their clients' balances and payout schedules. This new interface provided a clear, user-friendly overview, empowering customers to monitor balances with ease. In addition to the detail page, I collaborated closely with engineering to design a comprehensive payout setup feature. This gave our customers even more control over configuring multiple payout accounts and scheduling payouts for their clients, significantly streamlining their workflow and providing added flexibility. The combined improvements enhanced user experience and optimised the overall payout process.
