1/4 · Making Outstanding Payments Impossible to Miss

One major issue was discoverability. Customers often had pending payments but no proactive reminder that action was required. Instead of relying on customers to search for payment links, the experience proactively surfaced outstanding actions. Customers gained clearer awareness of pending payments, reducing the likelihood of delayed payment completion.

I introduced payment visibility throughout the order journey:

1. Notification badges for pending payments

2. Payment reminders within account areas

3. Dedicated payment prompts

4. Clear call-to-actions directing customers to payment pages

2/4 · Transforming Order Details into a Payment Hub

Previously, the Order Details page focused primarily on order status. Payment information was fragmented across different touch-points. Our first approach focused on integrating the new payment experience into the existing Order Details page. However, the page was already struggling to accommodate growing payment and financing requirements.

Instead of adding more components, we chose to reorganise the information architecture and redesign the experience around customer visibility and payment transparency.

I restructured the Order Details experience around payment transparency.

Customers could now view order fees, down payments, full payments, loan payments, & payment statuses and remaining balances all within a single view. Instead of treating payments as isolated transactions, I reframed the experience as a financial journey customers could track from start to finish.

3/4 · Supporting More Flexible Payment Scenarios

The product was enhanced to support multiple payment links within a single order. This capability addressed situations where customers needed to split large payments across multiple transactions due to banking or card limits. Rather than designing the underlying operational workflow, I focused on making these new payment scenarios understandable for customers.

I designed a payment selection experience that allowed customers to:

• View all available payment requests

• Understand payment sequencing

• See payment amounts clearly

• Complete payments independently

This ensured additional flexibility did not introduce additional complexity.

4/4 · Bringing Loan Transparency Into the Journey

Financing is often one of the most stressful parts of purchasing a vehicle. However, customers previously had little visibility into their loan details after approval. I introduced a dedicated loan information section within the Order Details page, surfacing financier, loan amount, loan tenure, interest rate & monthly repayment amount. Customers could now understand both their payment status and financing status without contacting support.