Visa - Click to pay
As Director of Design at Visa, I led a global team of designers and cross-functional partners to create Click to Pay, a digital payment standard now adopted by all major payment networks. I championed the evolution from Visa Checkout, which boasted over 50 million enrollments across 350,000 merchants in 26 countries, into a unified Secure Remote Commerce platform. By driving user-centred research and strategic design sprints, we reduced the checkout flow from five to four steps and introduced a two-tab experience for returning customers. Under my leadership, we cut abandonment from 57% to 31%, boosted return use from 33% to 47%, and accelerated global adoption.
https://www.visa.co.uk/run-your-business/small-business-tools/payment-technology/checkout.html
The Challenge
Unifying a fragmented online checkout ecosystem across multiple payment networks and merchants while overcoming a 57% abandonment rate and establishing trust in a new secure remote commerce standard.
The Solution
Led the design of a streamlined global Click to Pay experience that reduced the number of checkout steps from five to four and introduced a flow with two tabs for returning customers.
The Impact
Reduced abandonment from 57% to 31%, lifted repeat usage from 33% to 47%, and scaled to over 50 million enrollments across 350,000 merchants in 26 countries.
