Case Study
Payment Workflow Optimization
Reduced failed card transactions by 25% through payment workflow optimization, achieving desired outcomes of scalability and UX goals while encouraging use of our internal payments solution.
A high rate of failed credit card transactions was causing significant revenue loss and customer frustration. The existing payment workflow was convoluted and lacked intelligent error handling.
I led a deep dive into payment failure points, analyzing transaction data and user session recordings. I designed a streamlined workflow with clearer error messaging, proactive card-updater prompts, and integrated with a new payment gateway API for better decline-code handling. I worked with engineering to implement this as an A/B test.
The new workflow resulted in a 25% reduction in failed transactions within three months, directly recovering thousands in monthly revenue. Customer support tickets related to payment issues dropped by 40%, and the A/B test showed a clear winner, which was rolled out to all users.