AWS Payment Console
The Payment Preferences page will introduce a centralized place for customers to understand their available payment options for AWS services and manage their payment preferences.
My role
UX designer
Duration
8 months
Time
2021
Platform
Desktop
Background
Design system migration
The project goal is to update AWS payment console by moving it to a new design system, aimed to modernized the interface, improved usability, and ensured a consistent experience across other AWS platforms and services. It introduced standardized components and better interaction patterns, making the design more flexible and scalable.
Redesign opportunity
This migration provided an opportunity to rethink and enhance the overall user experience of our payment console. By leveraging user-centered design principles, we were able to address key pain points and to ensure a smoother customer journey.
Approach
Conducted user baseline research to validate customer pain points and goals
Conducted stakeholder interviews to learn about known issue and cross functional team goal
Prototyped new UI components and workflows to demonstrate the benefit
Developed migration roadmap and with phased rollout and effort estimation
Discover
Baseline study
Provide direct observation of customer interaction, points of friction, and trackable metrics over time. We have interviewed 15 AWS customer who actively engaged in the AWS billing and payment console to manage cloud financing fro their company with testing accounts. With participants split into 2 groups to net-term customer vs. net-zero customer. The study is 60 minutes remote usability session to collect baseline metrics and feedback, all participants completed 5 total task without intervention from the facilitatory, After each task participants competed a short survey gathering experience scores about the tasks.
Define
Customer journey
Partnered closely with the PM team to understand the end-to-end customer payment journey, from new user sign-up to potential account suspension. By mapping key user personas and pain points, we identified targeted opportunities to streamline the onboarding, billing, and account management processes. The goal is to drive targeted enhancements to the onboarding, billing, and suspension processes, culminating in a significantly improved payment experience for AWS customers.
Design
User flow
Wireframe
Created multiple wireframe iterations to explore different user interface concepts, with focus on:
Consolidating payment management into a centralized dashboard ('one-stop shop')
Separating the payment method addition flow into a distinct user journey
Testing various layouts and interactions to optimize user experience"
Variation
Collaborated with regional Product Managers to document all supported payment types (instrument resources), ensuring the component's design could accommodate various regional requirements and payment processor specifications.
Impact
Success metric
Customer Satisfaction, measure customer satisfaction using a System Usability Scale (SUS) score, which is based on a Likert scale questionnaire with standardized content that gives an overall usability and user satisfaction index (ranging from 0 to 100).
Preferred payment currency adoption rate increase: 5k out of 83.5k customers who updated their default payment preferences also updated their payment currency (previously not supported).
43% payment profile feature adoption, discoverability of payment preference features like Payment Profiles also improved with increase in visits from October 2022 to January 2023, from 23k to 33k.
Customer feedback
“This newly designed page is much easier to use than before”
“The new view consolidates all the information I need in one place and allows me to spoof and troubleshoot any payment issues. It makes it clear if currency, seller of record, or payment method are on track for the customer’s needs.”
“With the new Payment Preferences page offering a more intuitive experience for customers to manage their additional billing contacts, Accounts Receivable will have more up-to-date customer contacts in the long run, improving the ability to communicate with customers and foster more effective collections conversations.”
Takeaway
Used research insights to identify and define customer payment problems
Partnered with regional PMs to consolidate payment requirements
Worked with engineering to plan feature launches and migrations