Re-thinking user payments
Proof is on a mission to secure critical commerce by making digital transactions more secure, auditable, and trustworthy than traditional pen-and-paper methods.
The user experience around signer payments has been a longstanding concern. Our current payment flow has several key shortcomings, leading to confusion, drop-offs, and frequent support requests. How can we position ourselves as a secure platform when our payment practices fall short?
Employer
Proof
Role
Product Designer
Year
2024-2025
Impact
Four weeks, post release, our team tracked how the new payment experience affected our core metrics.
+0.75%
Increase in paid transactions
$2,897
Additional revenue
-0.31%
Decrease in support tickets
Preview
Background
The product team was once reactive, driven by customer requests and urgent issues, without a clear strategy or alignment with company goals. To change that, my team adopted a proactive, data-driven approach, focusing on controlling our roadmap and key outcomes.
Our new goals—boosting meeting completion rates, increasing user conversion, and reducing support tickets—aligned with the company’s broader revenue growth objectives, enabling us to contribute more strategically to the business.
What prompted us to re-think the payment experience?
Our current signer payment flow is missing critical features that users expect from modern platforms. As we learned more through data, we identified that 1.7% of transactions are left unpaid week to week and that 1.1% of support queries stem from payment related issues.
Challenges and opportunities
The payment redesign presents both challenges and opportunities. Integrating Google and Apple Pay could be technically complex, and the urgency created by the BBB complaint requires a fast turnaround. However, this pressure also offers a chance to streamline the payment process, add modern payment options, and improve user control—ultimately enhancing the overall experience and reducing support issues.
This payment experience lacks...
How does this make signers feel?
Frustrated
By reviewing support tickets and speaking with signers, we found many frustrated users who had trouble updating their payments or questioned why they were automatically charged.
What can we do?
Hypothesis
By redesigning the signer payment flow to include modern payment options like Google and Apple Pay, and providing users with greater control over their payment methods, we can reduce support tickets, improve user satisfaction, and decrease transaction friction—ultimately leading to higher conversion rates and fewer customer complaints.
Measure impact
Pushing our product and engineering partners to add tracking and create strong reporting.
Iteration and experimentation
Exploring and experimenting on how information is distributed and shown.
Launch
Signers can now update their payment information
Signers can pay with apple and google pay
Impact
Four weeks, post release, our team tracked how the new payment experience affected our core metrics.
+0.75%
Increase in paid transactions
$2,897
Additional revenue
-0.31%
Decrease in support tickets
Going further
This initial launch had a great impact, but all software is an infinite experiment and we got a few things to work on. We are still aware that split payments for multiple signers is still a big ask. There are technical constraints we need to figure out, but it is a feature we want to focus on.
