Lead UXFintechB2B2CSaaS

Autoscribe

As UX Lead, I led research, product design, and front-end engineering for PayWeb360, a B2B2C payment platform serving $2B+ in transaction volume for highly regulated industries. My work increased payment conversion by 121% through user-centered design and transparent UX.

Payment Conversion Improvement

Average 121% increase, with some clients seeing 300%+ improvement

Fintech system creation

Collaborated across product, engineering, compliance, and leadership to deliver a first class payment platform.

Senior UI/UX Designer

My focus as lead UX was on creating a seamless customer experience across the Autoscribe suite of fintech SaaS products.

PayWeb360 product design and development

Dashboard of the MVP PayWeb360 on a mobile device showcasing a complex multi-tenant account. Clients are given the ability to customize the customer experience extensively based on their industry needs.

"PayWeb360 is a gamechanger because it optimizes performance based on better understanding of customer feedback through a human-centered design approach."

Ryan Clark Head of Product Management, PaymentVision

+121%

Conversion Increase

-47%

Fewer User Errors

35%

Faster Payments

Challenge

Delivering a modern experience for highly regulated industries

Legal, government, and finance industries faced significant friction in their existing payment flows, resulting in low conversion rates and frustrated end-users. The goal was to develop a modular, whitelabeled solution that addressed unique client needs, complied with strict legal regulations, and drastically improved payment performance.

Process

In just 6 months, the B2B2C payment platform MVP was launched by:

User Research: Conducted empathy-driven research to identify pain points and desired outcomes. Clients were interviewed extensively to identify important features for their operation. Target demographic users were surveyed to gain insights into their preferred processes and terminology.
Wireframing & Prototyping: Iterated rapidly to validate key user stories guided by data from testing.
User Testing: Demonstrated measurable gains in conversion during iterative rounds of testing, boosting client confidence before development began.

Fintech Make Payment screen on a mobile device — The Make Payment screen was prioritized as the most critical point in the user journey. Users would sign directly into this screen having all information preloaded with smart inputs while remembering user preferences.

Video demonstrating an early MVP release on a multi-tenant account type with added security features for disclaimer verification and password re-entry.

Solution

Payments in as few as 3 clicks

Simplified Payment Flow: Redesigned the payment process to allow users to securely log in, make a payment, and confirm in as few as 3 clicks.
Intuitive UX: Eliminated industry jargon and streamlined the interface, ensuring the payment experience was modern, accessible, and efficient.
Data-Driven Optimization: Gave guidance of 80% improvement to payment completion conversion based on testing but exceeded expectations with a 121% increase on average, with some clients experiencing over 200% improvement.

The user flow was streamlined to traverse from login to completed in as few clicks as possible.

60%

Better Than Competitors

Months to MVP

Billion+ Platform Volume

Key features delivered

• Mobile-first design & development
• Whitelabel theming engine for client customization
• Full localization and multilingual support
• Customizable client disclaimers for strict regulatory compliance
• ADA/WCAG 2.1 AA compliance for accessibility
• Data preloading to improve loading speeds
• Advanced browser fingerprinting for enhanced security