Checkout & Payment Experience Redesign

Design Project · 2024 · Cologne

**Short Overview** Redesign of the checkout and payment step to support multiple payment methods, corporate billing, and clearer breakdowns of taxes, fees and cancellation terms. **Problem Statement** Users frequently abandoned the payment step because the layout felt cluttered, corporate travelers could not clearly assign cost centers, and available payment methods were not shown until late in the process. **Goals** - Increase payment step completion rate - Support corporate travelers with billing address and cost center fields - Communicate trust through security cues and clear terms **Role & Responsibilities** Product Designer partnering with payments engineering, legal and corporate product teams. **Design Process** - Reviewed payment-provider integration constraints - Mapped consumer and corporate checkout scenarios - Iterated with usability tests focused on error handling and trust signals - Aligned with legal on wording of cancellation and prepayment terms **Key Design Decisions** - Payment methods shown early with clear icons and rules - Collapsible corporate billing block only shown for business accounts - Consolidated total with tax and fees, plus an explicit cancellation summary **Impact / Expected Outcomes** - Higher checkout completion, especially on mobile - Reduction in payment errors and retry attempts - Improved satisfaction scores among business travelers **Skills Demonstrated** Complex form design, payments UX, cross-functional collaboration, trust design. **Platforms** Web and Mobile