Resolving Payment Anxiety to Boost Customer Trust
Timeline
3 days
Team
Product Managers (1)
Product Designer (1)
Developers (2)
QA (1)
My Role
Product Designer
Product Manager
Quick Summary
The Problem
Exly handles the most crucial step for creators: payments. A bug in our payment gateway integration caused a critical situation—payments were failing or getting stuck, but customers received no feedback. They were left stranded, unsure if their money was gone for good. This led to a ripple effect of anxiety:
The Story
My first step was to understand the ecosystem. I connected with our backend engineers to map out every possible payment scenario. Simultaneously, I gathered insights from the business team to understand the real human impact on our creators and their customers.
I quickly realized- To solve the creator’s problem, we had to first solve their customer’s problem.
My focus shifted to the secondary user—the customer. What did they need?
Acknowledge that something went wrong.
Provide a clear, simple explanation.
Tell them exactly what happens next with their money.
Give them a way to track the issue.
The answer wasn’t a new feature, but a solution born out of empathy and transparency.
The Solution
I designed a two-part solution that could be implemented quickly: a multi-channel communication and a dedicated payment tracking page.
This simple flow gave the customer full visibility and control, transforming a moment of panic into one of reassurance. This, in turn, stopped the endless cycle of complaints, allowing creators to get back to business.
This project was a testament to the power of human-centered design, even under immense time constraints. The solution was developed and shipped in just 3 days, and its impact was immediate.
The Impact
By solving a customer’s problem, we ultimately proved our value to our primary users, ensuring that Exly continues to be a trusted partner in their business.
Thanks for reading!