Redesigning Tesco Digital Payments
As part of a team enhancing Tesco’s payment ecosystem, I contributed to creating seamless payment experiences by aligning user needs with business goals. This involved redesigning fragmented payment journeys, improving checkout processes, and integrating advanced features for both in-store and online users.
Tesco customers can save one card online. Expanding options supports Marketplace
In-store payments
Integrated Tesco Pay+ into the Shop app to boost adoption and streamline in-store checkout by reducing barcodes.
Online payments
Optimised app and web journeys to reduce errors, cancellations, and abandonment, adding bespoke flows for Whoosh and Marketplace.
Single wallet
Consolidated payment journeys across web, app, GetGo, subscriptions, and Tesco Mobile.
Bank integration
Boosted Tesco Bank product visibility, added instant approval with virtual card integration, and reduced payment costs.
Highlighted issues
- Fragmented user journeys across apps, web, and in-store
- High rates of payment failures and order cancellations
- Low discoverability of Tesco Bank payment products
- Poor customer sentiment around checkout experiences (-96 NPS)
Research & insights
Conducted moderated usability studies to identify pain points, such as users misunderstanding when payments were taken during grocery deliveries.
7% YoY decline in 2021
Due to payment abandonment from insufficient funds or complexity
Ideation and testing - Payment wallet
- A single wallet for managing payment cards across channels.
- Unified barcode for payment, rewards, and discounts.
- Developed multi-card checkout and decline recovery features
Payment wallet wireframes
Opportunity
How may we reduce the time to add a payment card to a Grocery home shopping account so that customers can quickly complete their online payment?
Observations
Customers with a saved card have higher order completion rates, but expired cards can cause payment failures between checkout and delivery.
Assumptions
Some customers abandon checkout because they don’t have payment details. Customers don`t know that the card saved on file may have expired or is about to expire
92
% of users likely to add one or more cards to their wallet
84
%Users rated the Payment Wallet “easy to use” in surveys.
Solution
Introduced a “Payment Wallet” feature in the app to make saving and managing cards frictionless. Improved discoverability of Tesco Bank products by repositioning CTAs to high-visibility locations like the order confirmation page.
Results
Increased Conversion Rates: Improved checkout design boosted conversion by 35% (based on Baymard benchmarks).
Cost Reduction: Reduced reliance on third-party payment systems by promoting Tesco Bank products.
Enhanced User Experience: Streamlined checkout processes reduced payment friction, addressing top user frustrations.
Key Takeaways
This project reinforced the importance of continuous research, iterative design, and cross-functional collaboration to deliver business-aligned, user-centered solutions.
Desktop wallet journey
Mobile payment wallet
