Role
Senior UX Designer (Payment)
Company
Tesco Stores
Platform
Website, Mobile App
Nature
UX/UI Design, A/B Testing
Split Payment Journey
The Project
Tesco was launching a new initiative to allow customers to buy third-party products directly on the Tesco website. However, due to financial requirements, the company needed to charge customers separately for Tesco's own products and the third-party products. This unconventional payment journey presented a unique challenge.
According to our research, users were struggling with a non-traditional payment flow where they needed to pay separately for Tesco and third-party products. This created confusion about payment status, order confirmation, and raised concerns about transaction security. The challenge was to make this complex split payment process feel natural and trustworthy.
As the Senior UX Designer on the payment team, my task was to design a seamless payment experience across the website and mobile app, while also addressing the potential issues with "unhappy paths" that could arise from the split payment model.
Screen Map - detailing the end-to-end payment flow, identifying key steps and decision points for both the happy and unhappy paths
Problem Definition
I documented the potential pain points and areas of friction that customers might encounter with the split payment journey, such as confusion around pricing, payment failure, and order completion
Based on the learnings from the testing phase, I crafted pixel-perfect UI designs for the payment journey, ensuring a cohesive and intuitive experience across the website and mobile app
