Payment Processing Workflow - Reduced Errors 30%
99.5% payment accuracy achieved
Problem
Partners were experiencing 30% incorrect payments due to complex, legacy payment workflows. The existing system had a data-heavy interface that made it difficult to understand payment calculations and identify errors. Complex B2B finance concepts were presented without clear explanations, leading to confusion and mistakes. How might we redesign the payment workflow to reduce errors while simplifying complex finance concepts?
What I did
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Redesigned the end-to-end payment processing workflow with full ownership of the design vision
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Dived into complexity of B2B finance workflows, understanding payment calculations, fees, and reconciliation processes
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Designed over legacy behavior, creating new patterns that improved clarity while maintaining backward compatibility
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Simplified complex B2B finance concepts through clear visualizations, contextual help, and progressive disclosure
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Redesigned data-heavy interface with better information architecture, clear hierarchy, and contextual information
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Implemented validation, confirmation steps, and error prevention patterns that reduced payment errors significantly
My key contribution
Owned the end-to-end redesign of the payment processing workflow, reducing incorrect payments by 30% while simplifying complex B2B finance concepts.
Highlight:
I redesigned the payment workflow from the ground up, diving into the complexity of B2B finance and designing over legacy behavior. By simplifying complex finance concepts and redesigning the data-heavy interface, I reduced incorrect payments by 30% and improved payment accuracy to 99.5%, all while maintaining full ownership of the end-to-end design vision.
Results & Impact
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30% reduction in incorrect payments for partners
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99.5% payment accuracy achieved
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50% reduction in payment disputes
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Significant improvement in partner satisfaction with payment clarity
Overview
Redesigned end-to-end payment processing workflow to reduce errors and improve accuracy. Dived into complexity of B2B finance workflows, designed over legacy behavior, and simplified complex finance concepts in a data-heavy interface. Owned the end-to-end design vision with full ownership.
To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study. All information in this case study is my own and does not necessarily reflect the views of Booking.com.
How might we redesign the payment workflow to reduce errors while simplifying complex finance concepts?
How I structured the problem space to guide design decisions
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clarity through simplified finance concepts and clear visualizations
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accuracy through validation and error prevention
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usability through better information architecture in a data-heavy interface
Using user research and workflow analysis, I identified that the key was making complex calculations transparent and providing clear context for why payments were calculated a certain way.
Information Architecture
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Designing modular, scalable components that integrate across the product ecosystem
Approach
Benefits
- •Reduces technical debt through reusable components
- •Enables faster iterations and scalability
- •Creates enterprise-scale solutions
Navigating complexity through cross-functional collaboration
I worked closely with finance teams to understand payment calculations and business rules, with product managers to prioritize error reduction features, and with engineers to design validation and error prevention logic. I facilitated user sessions with partners to understand pain points and observed payment processing workflows to identify friction points. Regular syncs with stakeholders ensured the redesign met business requirements while improving user experience.
Challenges and trade-offs
This project required diving into complex B2B finance workflows while designing over legacy behavior and simplifying complex concepts.
Key Challenges and Solutions
Simplifying Complex B2B Finance Concepts
Payment calculations involved complex finance concepts that were difficult to understand. I designed clear visualizations and contextual help that explained calculations step-by-step, making complex concepts accessible without dumbing them down.
Designing Over Legacy Behavior
The existing system had legacy patterns that users were familiar with, but they were causing errors. I designed new patterns that improved clarity while maintaining backward compatibility, enabling gradual migration without disrupting users.
Data-Heavy Interface Without Overwhelming Users
Payment processing required showing extensive data, but the interface was overwhelming. I redesigned the information architecture with clear hierarchy and progressive disclosure, showing detailed data when needed while keeping the main interface clean and focused.
What I learnt
Redesigning the payment workflow taught me that diving into complexity is essential for good design—you can't simplify what you don't understand. By deeply understanding B2B finance workflows and payment calculations, I was able to create clear visualizations and explanations that made complex concepts accessible. The key was balancing simplicity with completeness—providing enough information for accuracy while keeping the interface manageable. This experience reinforced the importance of domain expertise in design, where understanding the business domain is crucial for creating effective solutions.
Feedback
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