I worked as the lead UX UI designer for eBay seller financials adding bank account as a fast payout option for Mainland China B2C and C2C sellers project in 2022, partnered with a lead design architect, lead design researcher, 2 project managers, 2 content designers, a team of engineers, engineering lead, and the VP of Seller payments and finance. This project increased eBay vendor payments independency and bank fees with a new payment method setup that raised 24% user satisfaction and $24M additional annual revenue.
Problem
eBay Managed Payments in (MC) is currently integrated with 3rd party vendor that provides KYC and financial services to it’s sellers. MC sellers can only receive payouts for their earnings in USD currency only with added charge on each payout fee up to 2% which is why sellers need a low cost solution that adds flexibility and more savings. The friction points are
Drive an adoption plan for the new payout instrument solution
Understand the seller business needs and expectations
Enhance the way to communicate fees and charges
Added convenience and value in local currency.
Solution
Through iterations of user flow mapping, wire-framing, prototyping, and conducting user researches, we arrived at the following solution: Introduce a new fast payout method with bank account quick setup function as the payout option in CNY seller local currency, so that a seller can have more flexibility and choice over their finance. This solution reduces the eBay dependencies on external vendor for initiating payouts and saving 10M in processing fees.
Interaction Design - Add Bank Account Details User Flow
Major design iterations- Optimize Bank adoption
Mockup V1.0
In Mockup V1.0, we introduced add bank method after landing on Seller hub wallet as entry point to add bank. After reviewing this flow with stakeholders, we learned that it has low discoverability and the seller might dismiss the new payout service all together.
The goal is to increase visibility and discoverability level of the new bank payout service that way we can help our customers find the new service intuitively without adding cognitive overload.
Mockup V1.1- Design Marketing Upsell
In Mockup V1.1, we introduced a marketing value proposition card with call to action button to help our customers learn more about the bank services and values offered and easily click on to connect to the next step.
By providing the right amount of bank services value proposition to our customers we are helping them in making an informed decision and increasing product awareness and adoption of the new bank payout service.
Mockup V1.5 - Increase value proposition visibility
In this version that is live on eBay today, we introduced a splash screen with clear value proposition that links to BIC ( Bank information collection) screen directly. That way saves our customers time and effort by quickly learning about adding bank for payouts is easy and saves them extra fees in exchange rates when receiving their payouts in the local currency which solves our customer problem and achieves business goals in increasing adoption rate by 25%
Fast payout with bank account is launched on Jun 15, 2023
In one month, adding bank adoption rate is up to 25% comparing to original user flow.
Next Step
Adding bank account for payouts in CNY local currency is an added great value to our customers B2C and C2C sellers .eBay offers new financial and bookkeeping services with the main goal of increasing trust and convenience and most of all financial freedom and flexibility. Please look forward to future update by using eBay.