Mercado Pago is the leading payment hub in Latin America with over 1 million daily transactions. Our goal with Checkout Manager was to provide an easy and secure checkout management environment for sellers throughout Latin America who use Mercado Pago plugins to receive payments in their online stores. This project came about because of the numerous problems that Mercado Pago's customers were facing on the Wix and VTEX e-commerce platforms. To improve the experience of these customers, we decided to build a checkout management environment within Mercado Pago.
The approach
I was the product designer responsible for the project, but of course, I didn't work alone. I had the support of the amazing Ale Pónce as a specialist designer, Pedro Sfeir, and Dante Felgueiras as the UX Writers of the project. I also worked with a team of developers, product managers, and researchers.
Problems
Our challenge was to create a checkout configuration environment in the Mercado Pago logged-in area for customers who configure checkout within the VTEX and Wix e-commerce platforms.
The main goal is to improve the customer experience by improving the checkout configuration flow. We had several meetings with developers, product managers and support people to understand better the technical limitations of the configuration flow and problems reported by users. We also performed a CSD Matrix dynamic with the stakeholders to raise questions and learn more about the topic.
Process
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Ideation: we started to draft ideas of flows and interfaces in Excalidraw to synthesize what we had learned from the meetings and dynamics. We used the drafts to discuss with the project's stakeholders the rules and flows of the new configuration environment.
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Critique: we prepared a critique dynamic with several other designers and writers. We presented the screens in low fidelity and collected super useful feedback.
Solution design
After presenting the design solutions to the stakeholders, we continued refining the designs and working alongside the developers to implement the product.
One of our design proposals was made within the administrator of the Wix and VTEX e-commerce platforms because now we were going to direct the user from this environment to our new environment in Mercado Pago.
When accessing the Mercado Pago configuration environment for the first time, the user is presented with an onboarding session explaining the new features and possibilities of the Checkout Manager.
Checkout Manager Homepage
The homepage is the page where the user can see all the checkout settings he has already made, integrations with other e-commerce platforms, and can also allow other people to set up your store's checkout.
Checkout Configuration
When clicking on set up a new checkout, the user is taken to the beginning of his setup. First, he needs to integrate the Mercado Pago checkout with his store on some e-commerce platform. After that, we present all possible settings for your Mercado Pago checkout.
On these two pages we had the opportunity to use smarter components to assist users in their choices and we also greatly improved the content of each section to explain complicated concepts to customers. Before this project, the existing Mercado Pago checkout manager within the e-commerce platforms was very limited and confusing. We were able to greatly improve the checkout configuration journey with this project.
Mobile version
We made Checkout Manager accessible on all devices and designed the mobile version. From the content perspective, it's absolutely the same as the desktop version, but there are some limitations in the configuration flow. We have adapted mainly the payment methods section for mobile.
Usability Testing
We tested the high-fidelity prototype of the new platform administrator with 8 people. 3 people using the VTEX platform and 5 people using the Wix platform.
The results were encouraging. We noticed that people had an easier time finalizing a checkout configuration and also understood the technical and complex terms that are part of the checkout rules because of the textual support we inserted in the screens.
The new checkout admin will be live in the third quarter of 2022. As of publication, we will follow the product metrics to refine it and think about new features.