Multi-Use Card

Streamlining the fundamental purchasing process for a payments app

Zip (U.S.) provides online shoppers the ability to pay for anything in installments, through the use of payment plans and single-use virtual cards.

A transition to a single multi-use card number that could be used again and again was approached for its potential to uplift TTV and provide basic quality of life improvements to the user experience.

Zip (U.S.) provides online shoppers the ability to pay for anything in installments, through the use of payment plans and single-use virtual cards.

A transition to a multi-use card construct was approached for its potential to uplift TTV and provide basic quality of life improvements to the user experience.

Streamlining the core process of making a purchase with Zip was a highly involved challenge affecting multiple areas of Zip's mobile app.

For each purchase made through Zip, customers would need to create a payment plan and generate new card details to enter into checkout.

The initial draw of a multi-use card was the ability to save card numbers into checkout for future purchases. Concept testing revealed strong interest, however this conceptual change was generally seen as a quality-of-life improvement - the potential uplift in TTV and utilization of which would be hard to measure.

Following an audit of the entire app and the mapping of a complex flow covering several aspects of, it was clear that a multi-use card experience would be more disruptive to the existing experience of the Zip app than originally assumed.

This process too several weeks with constant reviews and technical discovery workshops.

Through user testing and early test releases, comprehension gaps were quickly identified and weeded out.

Finding from limited test releases, surveys and moderated interviews over the span of a few months helped shape education moments and the positioning of the change to best convey the benefits it would provide to the user's check-out experience.

Two key moments during the user's shopping journey helped maximized the cut-through and relevance of edu modals and info banners:

Hinting at the change post initial purchase and,
fully-expressing the change during second purchase, at the point where the process of entering in single-use card details would have been.

Critical to all these education touch-points was striking the right balance between instructing how the new process worked and communicating the second-order benefits of the change.

Phase 1 launch was a success seeing minor uplift in TTV as well as positive sentiments from interviewed customers.

Phase 2 release is currently in progress.