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A digital experience that would allow customers to make purchases of Furniture, Mattresses & Jewelry and pay in smaller amounts over a time period, thereby increasing their purchasing power and growing the company's top line.
To understand the customer's experience and pain points of using a credit financing plan on Macy’s Credit Card while purchasing mattresses, furniture & jewelry, and propose a solution to improve their overall experience.
Based on the research findings, I started working on the designs, which included various versions of Modal & tab designs for suggested payment at Checkout.
After working on the first phase of designs, we paired up with the UX Research team to conduct a usability test to evaluate the new Deferred Payment Plan designs.
Gathering all research insights & reviewing internally with company stakeholders, we created an experience that was more aligned with consumer needs as well as Macy's current checkout experience.
We conducted a 2nd round of moderated user research via usertesting.com to understand its usability among 42 users.
The user research provided some solid findings to make further iterations. After having several brainstorming sessions with my team, and conducting Rapid Testings, we had discussions with our Citi partners, who advised us with major copy changes.
This was one of the biggest challenges we faced since the legal copy was redundant and might be overwhelming for users. I worked with the Product & Copy team to make some design decisions to simplify the verbiage and improve our designs for a better user experience for both above and below-threshold scenarios.
At Macy’s, when an item is below a threshold, we display a message on the product details page for the purpose of up-selling a product. Hence, added the versions under a threshold, which included:
After several rounds of discussions with Citi partners, this was the final solution for the deferred payment plan that we went with for both MEW (Mobile Experience Web) and Desktop. There were no major UI changes, however, I made a few copy changes in Checkout:
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Once our designs matured enough, I used XD’s Inspect to hand off the designs to the dev team. I also collaborated with the dev team to help them understand the interaction & reasons behind design decisions for both MEW and Desktop.
One of the challenges I faced while collaborating with the Dev team was that they wanted to continue with the designs currently in production where the payment methods are stacked up and the details are revealed after selecting a payment method.
I had to convince them that the new deferred payment plan experience would make this complicated for the users and they might feel lost or not understand all the details based on their selection. Hence, in order to have a seamless user experience, we need to divide each payment option into different sections.
