Transforming Payment Experience
Overview
As AutoEx scaled, manual payment workflows became a bottleneck. I led the end-to-end design of a modern payment platform that empowered users and streamlined operations.
Team: Product, Engineering, Support, Operations
Timeline: Q1 – Q3, 2024
Scope: End-to-end redesign and launch of AutoEx payment system to replace manual processes and reduce support dependency
Business Context
Why This Mattered
Support team spent countless hours processing payments manually.
Payment options were limited, and many high-value transactions were delayed.
There was no unified audit trail & Buyers faced friction checking out, reducing revenue velocity.
Foundations
Discovery & Direction
Research
I worked closely with support, finance, and engineering teams to understand existing workflows and identify bottlenecks. Through stakeholder interviews, user feedback, and funnel analysis, I uncovered key friction points that slowed transactions and increased dependency on manual support.
Strategy
Based on research insights, I designed a unified, self-serve payment experience focused on speed, clarity, and flexibility. The strategy prioritized mobile-first design, multiple payment options, and transparent transaction history to reduce friction and support business scale.
Objective
The goal was to replace manual payment workflows with a self-serve digital experience. I focused on reducing support dependency, expanding payment flexibility, improving transaction visibility, and building a scalable foundation to support AutoEx’s growth.
Impact
Replaced manual payment workflows with a scalable platform,reducing support tickets by 40%, cutting processing time by 50%, improving cash flow, and enabling AutoEx to support 2× more monthly transactions. accelerating payment cycles by 35% within six months.
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