Salonized Pay

Designing a Seamless Payment Integration

2024 Q3

Figma, MixPanel

OVERVIEW

Salonized Pay is a fully integrated payment solution for salons, seamlessly connecting with the booking and cash register system. Payments—via card, smartwatch, or phone—are routed directly to the terminal, reducing errors and streamlining operations.

My Role

As the product designer on this project, I:

  • Led user research to uncover pain points in the KYC process

  • Facilitated a MOVE process to align stakeholders and generate solutions

  • Designed and tested iterations to improve onboarding and error visibility

  • Collaborated closely with product managers, developers, and Adyen’s team

The Problem

Shortly after launch, we noticed a significant drop-off in the KYC verification process. Without completing KYC, users couldn’t activate payments, leading to frustration and lost revenue. Key challenges included:

  • Lack of clarity: Users didn’t always understand what was required to verify their business.

  • Hidden errors: KYC rejections weren’t surfaced clearly, making it difficult to resolve issues.

  • Internal visibility: The support team had limited tools to assist users stuck in the process.

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!spoiler alert!

RESULTS

KYC verification rates increased to 75.3%, surpassing our 75% target.

Reduction in support tickets related to KYC issues.

Higher activation rates for Salonized Pay, improving user retention and increasing revenue.

The Journey

1. Understanding the Problem

We initiated a MOVE—a structured problem-solving framework—to analyze the issue holistically. This included:

  • Ask the Experts + HMW session: Gathering insights from support, sales, and Adyen to define key pain points.

  • User journey mapping: Identifying where salons got stuck in the process.

  • Data analysis: Reviewing drop-off rates and error logs to quantify impact.

2. Solutions Explored

Through the MOVE process, we generated and evaluated several potential solutions, including:

  • A pre-KYC modal explaining required documents before starting verification.

  • Enhanced error visibility in the dashboard with actionable next steps.

  • Automated nudges (e.g., reminders or incentives) for users stuck in the process.

  • Improved internal tracking to give support teams more visibility into user progress during KYC.

  • Refined pricing communication to highlight Salonized Pay’s value more effectively, to get more salons enter the flow of getting Salonized Pay.

SOLUTIONS

After prioritization, we rolled out key improvements:

Redesigned tracking dashboard with clearer error messaging and guidance.

In-app error handling to surface issues and provide direct solutions.

Targeted campaign offering free terminals, increasing activation rates.

Updated pricing communication, making cost benefits more transparent.

Next

Waiting List