Visa Click to Pay
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Industry
Banking
Role
UX/UI Designer
Timeline
Jan - July 2025
Part One
Project Overview
Project Overview
Background
Visa Click to Pay provides ANZ customers with a faster and more secure way to complete online purchases. By adding their ANZ Visa card to Click to Pay, customers will automatically see their card details available at checkout, removing the need to manually enter information each time.
Client
ANZ Bank
Role
UX/UI Designer
Platforms
iOS (iPhone & iPad)
Android
Key Responsibilities
High fidelity UI mockups
Prototyping
Supporting developers
Statement Design
Accessibility Design
Creating Animations
Project Overview
Problem Context
ANZ customers have access to Apple Pay, Google Pay, and Samsung Pay, which are popular for in-person shopping but not frequently used online due to higher merchant costs. As a result, most customers still manually enter their card details at checkout, adding friction, slowing the payment experience, and increasing fraud risk. Without a seamless, cost-effective online payment option, ANZ customers and merchants remain at a disadvantage.
Manual Entry Required
Most customers still enter card details online, creating friction, and 87% of ANZ’s e-commerce fraud comes from this process.
Higher Fraud Risk
Manual entry of card details accounts for the majority of e-commerce fraud, leaving customers exposed.
Low Online Adoption
These payment options are not frequently used for e-commerce due to higher costs for merchants.
Project Overview
Solution
ANZ is introducing Visa Click to Pay as a new online payment option. By adding their ANZ Visa card, customers will see it automatically appear at checkout, removing the need to manually enter details. Authentication via email or mobile number and a one-time password makes the process faster, more secure, and reduces fraud. Compared to Apple Pay, Google Pay, and Samsung Pay, it also offers lower merchant costs, making it a convenient and cost-effective option for both customers and businesses.
Faster Checkout
Cards appear automatically at checkout, eliminating the need for manual entry.
Enhanced Security
Authentication and tokenisation reduce fraud linked to card-not-present transactions.
Lower Merchant Costs
Provides a more cost-effective online payment option compared to Apple Pay, Google Pay, and Samsung Pay.
Increased Engagement & Retention
Encourages customers to use their ANZ Visa card more often, driving higher payment revenue and loyalty.
Part Two
Research
Research
Competitive Analsysis
Secondary research was conducted on existing solutions, including CommBank’s Click to Pay implementation and other online checkout options such as PayPal. This analysis helped identify common design patterns, best practices in secure authentication, and how these services streamline the checkout experience. By comparing these products, we gained insights into where ANZ could align with industry standards while also differentiating through simplicity and integration within the ANZ App.
The key insights uncovered through research were:
Simple Card Enrolment
Competitors make adding cards to Click to Pay quick and seamless, often requiring minimal input from the user.
Clear Card Status
Authentication and tokenisation reduce fraud linked to card-not-present transactions.
Easy Management Options
Users can add, remove, or set a default card easily, ensuring flexibility and control.
Strong Security Cues
Clear messaging and visual indicators reassure users that their card details are protected through tokenisation and authentication.
Research
User Stories
User stories were developed to guide the design of transaction notifications within the ANZ app.
Part Two
Design
Design
Iteration #1 & Feedback
A rough tappable mock-up of the Click to Pay feature was created to demonstrate how the setup process would function within the app. It was then shared with designers, squad members, and business stakeholders to gather feedback and insights on the initial design.
Design
Iteration #2
Based on the feedback gathered around the setup process, several changes were implemented to improve clarity, reduce friction, and create a smoother user experience. The key updates included:
Part Four
Proposed Product
Proposed Product
Click to Pay Intro
Intro screens help users understand the Click to Pay feature and how it works.
Proposed Product
Click to Pay Setup
Set up your Click to Pay preferences, including card and personal details, which are automatically filled at checkout.
Proposed Product
Navigation to CTP Dashboard
Users can access the CTP dashboard through the Manage Card section of their account.
Proposed Product
Manage CTP Dashboard
The CTP dashboard allows you to add or remove cards and review your personal details.
Part Four
Reflection
Reflection
Key Learnings
Learning from Feedback: I learned the value of incorporating feedback from designers, developers, and squad members throughout the process. Their perspectives highlighted gaps I hadn’t considered and pushed me to refine the flow into something more practical and user-friendly.
Finding the Balance: This project taught me the importance of balancing strong security requirements with a smooth user experience. While authentication is critical, I learned how to design flows that remain simple and intuitive without compromising on safety.
Designing Holistically: I realised it wasn’t just about allowing customers to add cards, they also wanted to manage their details and preferences. This pushed me to think more broadly about the experience, ensuring it supported greater control and flexibility across different touchpoints.
Reflection
Next Steps
The Click to Pay feature was paused as priorities shifted within the business. Although we made strong progress with the foundations and early designs, the decision was made to hold off on delivery until the timing is right to bring the feature back into focus.
Revisit Business Priorities
Reassess where Click to Pay fits within ANZ’s broader strategy and identify the right timing to reintroduce the feature.
Conduct User Testing
Validate assumptions and gather feedback from customers on the proposed flows to ensure the experience is simple, secure, and trusted.