Role:
Sr. Product Designer
Responsibilities:
User Research
Wireframes
Product Design
Art Direction
Product Advocate
💡 43% of the web is built on WordPress, and 3.9 million online stores are built with Woo. My work at WooCommerce focused on enhancing the post-processing experience for nearly 4 million merchants.
Payments
After running an extensive user research session we learned that the WooPayments dashboard was doing a poor job of providing a sufficient overview of their Payments account status.
We worked with a diverse group of merchants to refine and deliver a dashboard experience that communicated more clearly the status of their store funds, when they can expect to receive deposits into their bank account. As part of this work we scaled the dashboard to support accepting payments in multiple currencies.
The new experience resulted in a 35% drop in related customer support tickets in the first month, and an 87% drop in related customer support tickets after three months.
The old experience on the left, vs the new on the centre and right
Instant Deposits
Instant deposits were identified as an opportunity to scale adoption to more merchants and drive revenue for WooPayments. I worked closely with the payments leadership and risk management teams refining the eligibility criteria for merchants, delivering a design solution for six potential user journeys from onboarding through to deposit submission.
Risk Management
WooPayments was operating at a competitive disadvantage by not offering tools necessary to sufficiently manage risk, contributing to placing financial strain on our merchants. We worked to retain merchants by offering superior assistance in avoiding financial burdens associated with high fraud rates, and provide merchants with tools to help detect high risk and potentially fraudulent transactions.
Three months after release we measured a 44% drop in disputes related to fraudulent transactions.
Interactivity API & Loading
I stepped out of the merchant focus after identifying inconsistencies across the Woo experience with how we load and refresh dynamic data. This project was an opportunity to lead the process of implementing holistic change while working with individuals across the wider organization.
I worked to audit every screen in the Woo ecosystem and provide guidelines for improving inconsistent loading animations and applying animations where we didn't have any in use. I provided the CSS definition for our two animations and wrote the rules covering their use.
Design System
