Improving the online payment experience
Providing customers with a seamless online payment experience.
Providing customers with a seamless online payment experience.
Pomelo
Launched Aug 2022
Product Design
Product Management
Responsive web
Pomelo offers businesses the ability to accept over 25 payment methods, including digital wallets, cryptocurrencies, and bank transfers from major credit cards like MasterCard to localized payment methods like iDEAL, giving customers a wide range of payment options.
To increase Pomelo's growth, the company began to partner with financial institutions and offer them a whitelabeled version of our product. The partnership with Bank of Maldives was especially successful, as our payment methods were widely used by merchants in the Maldives to offer their customers the ability to pay in local currencies and avoid large international transaction fees.
While many customers are using our online payment experience to pay luxury hotels in the Maldives, the majority of payments generated by hotel staff that are not being completed by the customers.
To increase the number of completed payments on our online payment experience.
Before designing, I wanted to ensure I had a full understanding the current payment process, involving two ways of capturing payments:
1. Customer scans a QR code: a merchant generates a QR code, the customer scans it, and completes the purchase on their browser.
2. Customer clicks a payment link: a merchant generates a payment link, shares it with the customer, and the customer completes the payment on their browser.
I gathered requirements through interviews with luxury resort merchants using the platform for international payments, feedback from customer success managers at partner banks with insights from clients and sales teams, and by observing pitches to potential clients to understand their needs and how the platform could support their workflow.
I identified the following goals based on the requirements gathering and understanding of the payment process.
How might be encourage customers to complete payments in their local currency?
How might we showcase a merchants brand to build trust with customers completing a payment?
How might we ensure the payment expereince can adapt to a merchants configurations?
After a successful testing with existing and potential merchants, this was the designs that we built and launched to customer in the Maldives, Sri Lanka and UK.
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1. Focusing on merchants brands
Giving merchants the ability to really make their payment experience reflect their brand with customisable background images.
2. Reinforcing key merchant information
Ensuring the customer knows exactly who they are paying by highlighting merchant name and logo.
3. Highlighting multi-currency
Encouraging customer to complete the payment in their local currency.
4. Dynamic list of payment methods
Accounting for a range of different payment options based on the methods the merchant has enabled.
5. Highlighting partners brand
As Pomelo partnered with banks to roll out the product in different countries also highlighting the partner brand to build additional trust by showcasing a familiar brand to the customer.
After successfully releasing the updated experience, we met the needs of our merchants, and within a year, we increased our daily processing volume from under £750,000 to an average of £4,000,000 per day.
We implemented the ability for merchants to create an online shop which leads into the payment experience once they've created a basket, so the experience now needs to highlight the customers basket.
Our previous experience focused on a merchant entering the customers information but we now wanted to allow customers to enter their own information on checkout.
Merchants such as resort would have a list of 20 payment methods so we wanted to ensure the designs do not feel cluttered when all these methods are enabled.
We found that lots of customer would click into unknown payment methods out of curiousity so we wanted to avoid having those customer venture too far into unknown payment methods.
Merchants now have the ability to enter a range of customer and order information before sending the payment to the customer so this information needed to be highlighted to the customer on checkout.
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