Merchants (especially Enterprise) aren't fully adopting embedded checkout due to limited customisation. Research (interviews) aims to fix this by making the checkout more flexible and branded, ultimately improving adoption and satisfaction.
UX Discovery: Enhancing Embedded Checkout Experience
Merchant story
Merchants want a simple, flexible, branded checkout without complex form building.
The problem
Lower Enterprise adoption of embedded checkout compared to SMEs, indicating unmet needs for the former.
The goal
Identify and address pain points of existing and potential embedded checkout merchants to improve adoption and satisfaction across all segments.
So what do we want?
Frictionless customer journey, brand consistency, security, competitive advantage, strong merchant-customer relationship.
Insights
After conducting interviews with several merchants, we came to find out the low adoption rate on embedded checkout was due a few issues. However we had to explore options for point 5 (dark mode).
01
Limited styling/customization
A key insight is that embedded checkout appeared incomplete and wasn't ready for launch due to the absence of essential customisation features.
02
Not UX/UI friendly
Many merchants expressed dissatisfaction with the current embedded checkout, as it does not align with their desired UX flow.
03
Limited styling/customization
04
Limited custom styling & layout options
Some merchants ask for more font options and styling.
Merchants expressed frustration around constricted layout.
05
No dark mode option
Many merchants expressed this as a pain, as they had to jeopardise their branding.
Explorations
Based on user feedback, we had to exploration areas we did not have already, which was dark mode.
