Product Design
Creating Marble's Payment Portal to Streamline Transactions and Reduce Drop-Off Rates
0→1 design for a seamless checkout experience that enhances user trust and increases payment completion rates.
Overview
In 2024, Marble's payment collection process faced significant challenges that impacted both user trust and operational efficiency. Users were hesitant to share their payment information over email or phone, leading to delays in the payment process and inefficiencies for our agents. To address these concerns, we launched a secure payment portal using BasisTheory, designed to ease user anxiety and streamline payment collection. Despite technical and financial constraints, the implementation led to high user adoption and improved operational efficiency.
Role
As the Lead Designer, I was responsible for the end-to-end design and implementation of the payment portal. This involved conducting user research to understand pain points, collaborating with engineers to navigate security constraints, working with stakeholders to align on business goals, and designing an intuitive interface that instilled trust and ease of use.
Challenge
The primary challenge was the lack of a secure and user-friendly payment collection process. Users were uncomfortable providing sensitive payment information via email or phone, leading to:
Operational bottlenecks: Agents spent excessive time guiding users through alternative payment methods instead of focusing on higher-value tasks.
Delayed transactions: Payment collection took an average of 3-5 days due to back-and-forth communication and manual processing.
User distrust: 70% of surveyed users expressed concerns about security when making payments.
Compliance risks: Handling payment details manually posed potential regulatory and security risks.
Solution
To address these challenges, we developed a dedicated payment portal focused on security, clarity, and efficiency:
User research & pain point analysis: Conducted user interviews and surveys to understand concerns about security and ease of payment.
Secure technology implementation: Partnered with BasisTheory to integrate tokenized payments, ensuring sensitive information was never stored on our servers.
Trust-driven design: Implemented clear security messaging, visual reassurance elements (e.g., lock icons, encryption notices), and a streamlined payment flow to reduce friction.
Seamless user experience: Designed a simple, step-by-step payment process with real-time confirmation to enhance user confidence.
Agent efficiency optimization: Built an internal dashboard that allowed agents to track payments in real time, reducing follow-up efforts.
Impact
The introduction of the payment portal led to significant improvements:
85% faster payment processing: Transactions were completed within an average of 12 hours, compared to 3-5 days previously.
60% reduction in agent workload: Agents spent less time handling manual payment collection, allowing them to focus on higher-value tasks.
Increased user trust: Post-launch surveys showed a 40% increase in user confidence in Marble's payment security.
Adoption success: Within the first three months, 90% of payments were processed through the new portal.
By launching the payment portal, we not only improved security and efficiency but also reinforced trust in Marble’s payment processes, ultimately enhancing both user satisfaction and internal operations.
