YCLIENTS case study
Improving the payment flow in the mobile app
A shipped improvement of the mobile payment flow for service business administrators, focused on helping more users complete payments inside the app instead of switching to web.
Role
Product Designer
Product
B2B business management platform
Platform
Mobile app
Focus
Payment flow and workflow completeness
57%
payments processed in app before release
70%
payments processed in app after two months
+13 pp (+23%)
increase in app payment share
Context
YCLIENTS supports everyday operations for service businesses.
YCLIENTS is a B2B platform for appointment scheduling and business management, used by service businesses in their daily operations.
I worked on the mobile product team as a Product Designer. Our team's goal was to improve the administrator experience in the mobile app.
Research focus
Research and analytics pointed us toward payments.
To identify the biggest friction points, UX researchers conducted JTBD interviews with administrators. The research pointed to payments as one of the key problem areas.
We then looked at product analytics and saw that only 57% of users processed payments in the app, while the rest switched to the web version to complete the task.
Research signal
Payments stood out as a recurring pain point in administrator workflows.
Product signal
43% of app users still switched to web when processing payments.
Problem
The mobile payment flow felt incomplete as an operational tool.
After narrowing the focus to payments, we reviewed the existing mobile payment flow in detail. We found that the app did not support all key payment scenarios needed in everyday work.
This made the mobile app less reliable for administrators: they could manage the appointment in the app, but still had to switch to web when the payment scenario became more complex.
My role
I was responsible for designing the payment flow improvements.
I analyzed the current flow, identified UX issues, explored design directions, created prototypes, iterated through usability testing, and refined the final solution.
I collaborated with a product manager and two UX researchers. Researchers led the interviews and usability tests; I participated by observing sessions, asking follow-up questions, and translating findings into design decisions.
Approach
The process moved from discovery to a focused payment redesign.
The work combined JTBD interviews, product analytics, a detailed review of the current payment flow, design exploration, prototyping, usability testing, and UX refinement.
- 01
JTBD interviews
- 02
Product analytics
- 03
Existing flow audit
- 04
Design exploration
- 05
Prototype testing
- 06
UX refinement
First direction
My first concept made mobile checkout closer to the web version.
The web version already supported more payment scenarios, so my initial concept was to make the mobile payment flow closer to web: more robust, more structured, and more functionally complete.
Testing and turning point
Testing showed that the new structure added too much change.
Usability testing showed that although the concept added useful functionality, it made the flow feel more complicated. Users were already familiar with the existing interaction model, and the redesign introduced too much change for a high-frequency task.
The turning point was clear: users did not need a completely new payment model. They needed the existing flow to support more scenarios with less friction.
Revised direction / Final solution
Improve the existing flow instead of replacing it.
After testing, I shifted the approach. Instead of redesigning the flow from scratch, I focused on improving the existing one: preserving familiar patterns while fixing the issues that blocked people from using the app for payments.
- Added missing payment scenarios
- Improved the existing flow without rebuilding it
- Improved loyalty usage
- Improved split payment handling
- Added QR code payment support
- Added clearer cash register selection
- Reduced friction while keeping the experience familiar
Outcome
More app users completed payments without switching to web.
After release, the share of users processing payments in the app grew from 57% to 70% in the first two months: a +13 percentage point increase, or +23% relative growth.
57%
of users processed payments in the app before release
70%
of users processed payments in the app after two months
+13pp
increase in app payment share
Learnings
In mature B2B workflows, familiarity is part of usability.
In mature B2B workflows, targeted improvements often work better than a full redesign. For high-frequency operational tasks, familiarity matters.
The strongest solution was not to reinvent payment. It was to keep the interaction model users trusted, then carefully add the missing functionality where it naturally belonged.
Team