PAYSAFE PAYMENT GATEWAY
Designing payment experiences for +40 million users worldwide
COMPANY
Paysafe Group
ROLE
Product Designer
EXPERTISE
UX/UI Design
YEAR
2022
Overview
The payment gateway is a major revenue stream for Paysafe. It is operating in many countries around the world and facing millions of users. As a designer responsible for the product I put long hours into developing and maintaining a seamless and efficient payment experience. I have been involved in many gateway initiatives and projects ranging from a general redesign to integrating a crypto payment option and major KYC flow changes.
Design challenge
It is rather difficult to generalize and point out one major design challenge for the payment gateway, but it would be fair to say that creating an easy, secure and efficient payment experience with special focus on sport betting and gambling has always been a leading goal for every project initiative.
Target users
Same as for the design challenge, the target user for the payment gateway could not be generalized. There are many different persona types, but the most important one for the product driving most of the revenue has always been the sport bettor and gambler. Usually these are young 20 – 40 yo users who are sport fans and bet between 2–5 times a week. Their main needs are having secure payment options with high limits and minimizing the time & cost it takes to deposit & withdraw funds to/from betting operators.
Role and collaboration
I was the only designer in the company merchant stream and have worked with many dev, product and marketing teams and a big amount of internal and external stakeholders. Most of the time I usually worked with 3 dev pods of around 4 members, but for some bigger initiatives I have been the go–to designer for up to 6 dev pods.
Major initiatives
Gateway redesign
One of the major projects that I have worked on is the redesign of the payment gateway. The old gateway design did a good service, but it was already too outdated and needed a fresh rework if we wanted to attract more users and perform better in the time to task completion success rate metrics.
For the redesign I focused on optimizing the dashboard with the available payment methods, proper error mapping and better overall feedback to the user, which turned out to be areas of bad performance.
After extensive research including qualitative and quantitative methods and tools. Major usability issue was the lack of clarity and visibility of payment options. They needed to be presented in a clear and self–explanatory way to the user, minimizing the friction and number of click to completing a payment. For the new design I had to stick to the existing design system components except for a couple of area special components.
The redesigned Gateway was successfully launched first for the US market and then for the rest of the world. Since then I am constantly monitoring the product's performance and finding rooms for improvement of the experience.
Crypto payment
Having a new payment option on a worldwide used gateway is not a big deal, but when it is one of the first available crypto payment options out there it could be called an achievement. I am proud to say that I worked on special user flow that enables Skrill users to pay with their wallet available crypto balance.
US iGaming
The US iGaming gateway initiative has always been a major one for me since Skrill is massively entering the US gambling market in the past year and a half. In order to rapidly increase our user base and deliver a more desired experience for our US users, me and my fellow colleagues created a special one-of-a-kind flow that requires no KYC during registration and enables payments of up to 1000 USD without additional verification. In addition to that we developed a special VIP club program that enables us to attract the top gamblers out there.
