At Artsy, I owned design for partner facing products and services. My most consequential project was to lead user research, design, and development for Artsy’s first integrated payments offering.
Most art galleries are willing to take credit cards to process payments, but as small businesses they often aren't equipped to confidently accept credit card payments online. Originally imagined as a standalone invoicing feature, Artsy had trouble getting feature adoption because our invoicing feature didn't meet all of the stringent requirements that galleries have for paper based invoicing.
With the goal of increasing the amount of trackable transactions through the platform, I conducted dozens of user research sessions with customers to understand how they saw our invoicing feature and how they receive payments today. This research led our team to a new strategy for how the feature should function and a new approach for how the feature should be marketed.
We repositioned the invoicing feature as simply requesting payments, aligning our functionality closer to services like Venmo or Square Cash. We also integrated the feature directly into Artsy's communications feature so that galleries would be more likely to start using the feature.
Working closing with our marketing team, we created a new robust and reusable system for marketing new and important features.
Integrating with messaging
By tightly integrating this new feature with features that users are already familiar with, we expect to increase confidence, usability, and ultimately usage of payments.
Creating a payment request
I reimagined the creation flow for payment requests to have just one step in a unified form. Previously, creating an invoice could take as many as twelve steps.