Visa Click to Pay:
One checkout standard for the world
Imagine if every time you visited a new online store, you had to reintroduce yourself, pull out your card, type in every detail, and hope the site was trustworthy enough to handle it. That was online checkout in 2016. The fix sounds simple: let customers store their details once and use them everywhere.
The challenge was getting six major competing credit card networks to agree on a single way to do it. I led the design at Visa that made both happen: building Click to Pay into a global payment standard that the entire industry adopted.
See Click to Pay in action
IMpact
350K
Merchants across 26 countries
50M+
Global enrolments
47%
Repeat usage
57→31%
Decrease in abandonment rate
The Challenge
Every new online merchant was asking customers to do the same thing: pull out their card and start from scratch. Name, number, expiry, address. Over and over again, on every site, with no guarantee the information was safe. The result was a 57% abandonment rate and a payments ecosystem that had fragmented into six competing networks each solving the problem in their own way. Customers didn't know what to trust. Merchants didn't know what to implement. The industry needed a single standard. Nobody had built one yet.
My Role
I led the design at Visa and drove the alignment of six major credit card networks behind a single shared checkout experience, something that had never been done before. That meant running the user research and design sprints that shaped every decision and championing the two specific changes that moved the needle most: reducing the checkout flow from five steps to four, and introducing a two-tab experience for returning customers so that coming back felt effortless. Half the job was design. Half was getting a room full of competitors to agree.
The Solution
Click to Pay gave customers something online checkout had never really offered: a card stored once, used everywhere, always secure. No more re-entering details at every new merchant. No more wondering if the site could be trusted with your information. One setup, one experience, across every major network and every major market. For returning customers the two-tab flow made the whole thing disappear. You were back, your card was there, and you were done in seconds.
