Shopmonkey Payments
During my tenure as Lead Designer on Shopmonkey's new Payments team, I owned and executed three strategic design initiatives, resulting in a 10% uplift in the company's payment attach rate. My work directly supported Shopmonkey's mission to provide an all-in-one solution for auto shop management, encompassing vehicle service, marketing, and sales tracking.
PROJECTS1. Payments Landing Page
2. Upsell Messages
3. Google and Apple Pay Integration
ROLELead Product Designer
DURATION2021 - 2022, 8 months
TEAM1 product manager, 1 engineering lead
Payments Landing Page
BACKGROUNDRedesigned the Payments landing page to increase user engagement and sign-ups, resulting in 600 new shop sign-ups (2,000 targeted) and a 20% revenue increase.
DESIGN PRINCIPLES1. Captivate new users with engaging illustrations and dynamic content modules,
2. Streamline the sign-up process with a clear 'Set up in 5 minutes' CTA
3. Simplify payment rate information to eliminate user confusion."
PREVIOUS DESIGNIMPROVED REDESIGN
Design Iterations
Partnering with the Payments team for data insights and the Marketing team for content and visual support, I developed multiple iterations of credit card rate displays, benchmarking against leading platforms such as Stripe and Affirm. User engagement was maximized through rigorous A/B testing, ensuring data clarity and accessibility.
2. In- App Upsell Messages
BACKGROUNDPartnering with the larger Payments and Marketing teams, I spearheaded a project to enhance the in-app promotion of Shopmonkey Payments. This strategic effort drove a 15% increase in payment attach rates (300/2,000 shops) and directly contributed to a $10,000 boost in company revenue.
PROBLEM WE'RE SOLVINGResearch on Pendo showed a lack of engagement and user interviews revealed users did not find this eyecatching enough to engage with:
Users are not currently taken directly to sign up
Not visually eye catching
Payments benefits weren't clearly stated
PREVIOUS DESIGNCTA does not lead users directly to sign up
Not visually eye catching as a premium feature
Payments benefits are not clearly stated
IMPROVED REDESIGNIncludes illustrations to capture users' attention
Incorporates benefits in the upsell messages
Advertises a direct and easy signup
Full experience: Set up shops with Stripe accounts
To address payment delays faced by shops not using Shopmonkey Payments, as identified through research, I strategically integrated upsell messages into relevant workflows: new payment creation and customer estimate delivery. These messages highlighted time-saving benefits and seamlessly directed users to the redesigned Payments landing page and Stripe sign-up process.
Re-engaging users who don’t sign up right away
User research indicated that auto shops experience demanding workdays, limiting their ability to onboard new features. To overcome this, I designed and led an email campaign, strategically timed to engage users at the end of their workday and facilitate feature adoption.
3. Google and Apple Pay
BACKGROUNDTo enhance the user experience of Shopmonkey Payments' text-to-pay feature, Google and Apple Pay were seamlessly integrated. This resulted in a 54% adoption rate (325/600 shops) and significantly accelerated payment processing, reducing completion times by a full minute.
PROBLEM WE'RE SOLVINGMobile payment completion times averaged 1 minute 30 seconds due to manual credit card entry, with a 70% first-session success rate. To address this user friction and improve efficiency, Google Pay and Apple Pay were integrated, aiming to increase completed payments and significantly reduce payment processing time.
GOOGLE AND APPLE PAY INTEGRATIONThis final design showcases an invoice sent from an auto shop to a customer. The customer bypasses filling in their credit card by clicking Apple Pay shortening their session.
