New Fast Payout feature for Sellers with On-demand Payments
E2E design payment solutions : Introducing On-demand payout that offers convenience and flexibility to the customer.
I worked as the lead UX UI designer for the new fast payout service offering On-demand payout requests for eBay B2C and C2C sellers in Mainland China market in Q4 2023
I 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 vendor payments independency and bank fees with a new payment method setup that raised 24% user satisfaction and $24M additional annual revenue.
Discovery
Problem
Seller Payments in MC is currently offering scheduled payouts on weekly or monthly payments. MC sellers can only receive payouts for their earnings when scheduling payout which “is not flexible option and delays business expenses” Said B2C seller during research testing session. Waiting to receive payouts is a major pain points for sellers. Defining the friction points are
Drive an adoption plan for the a fast payout feature solution
Understand the seller business needs and expectations
Enhance the way to communicate fees and charges
Added convenience and value in local currency.
Show live real time exchange rate USD = CNY
Solution
Through iterations of user flow mapping, wire-framing, prototyping, and conducting user researches, we arrived at the following solution: Offer a fast payout feature enabling sellers to request payouts On-demand to be sent to their bank or Payoneer accounts directly. With this solution seller can have more flexibility and control over their finance. This solution increases CSAT scores in payments with eBay and reduces dependencies on external vendor for initiating payouts and saving 10M in processing fees.
Product Design strategy
Mockup V1.0
In Mockup V1.0, With the help of product partners, we have explored many design directions that helps us identify the design strategy and direction with the P1 goal in mind is offering a fast way for sellers to request Payouts. How might we design selection based UI components offer seller the choice to receive payouts in 2 different currencies USD vs. CNY ?
Explored design strategies:
Select payout based on speed and fast payouts reals
Select payout based on currencies and savings on fees
The goal is to increase adoption to bank payouts and loyalty % of the funnel of the new bank payout service that way we can help our customers save time and transaction fees on rate conversions to CNY.
Major design iterations
Mockup V1.1
In Mockup V1.1, after we have decided on the design strategy based on currency selection. Introducing the new on demand payout feature. We moved to focus on the entry point to the user flow. How might we increase discoverability with intuitive design?
Request Payout call to action in button as an entry point to on-demand payout user flow. After reviewing this flow with stakeholders, we learned that it has high discoverability and the seller will not dismiss the new payout feature.
Mockup V1.5
In this version that is in smoke testing phase currently. we introduced a holistic end to end user flow with easy to use user interface selection feature requesting payouts in the preferred currency and exchange rate visible for seller that helps our customers make an informed decision when sending payouts to their bank accounts.
That way saves our customers time and effort by quickly clicking on request payout button 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%
Success Payout request Confirmation screen
Your money is on its the way
End to end request payout user flow
Next Step
Offering fast payout requests with on demand feature to 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.