Creating a flexible payment feature within a Suncorp app that resulted in 200,000 subscribers in the first six months and over 4 transactions monthly
The Suncorp PayLater feature provides a convenient way for customers to make purchases now and pay later using a digital or physical Visa debit card. The app allows users to manage payments, set up automatic instalments, and track upcoming due dates, offering a flexible and user-friendly payment solution.
Subscribers to Suncorp Paylater in the first 6 months of launch, signalling a remarkable resonance with consumers seeking flexible financial solutions.
transactions monthly exceeding the typical usage seen with BNPL products in Australia. This attests to users recognising Paylater as an effective tool for managing their finances.
To remain competitive in the evolving financial landscape and meet the growing demand for flexible payment options, Suncorp needed to introduce a buy now, pay later product.
We began with a thorough competitive analysis of key players in the Buy Now, Pay Later space, including Afterpay, Zip Pay, and Klarna. This analysis helped us understand market trends, identify opportunities for differentiation, and uncover gaps in existing offerings, particularly in the refund process.
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Building on the competitive analysis, we conducted in-depth customer interviews and qualitative testing rounds. This user-centric approach allowed us to gather rich insights into customer needs, behaviors, and pain points, further informing our design strategy.
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Accessibility was a core focus throughout the design process. We meticulously adhered to accessibility guidelines, ensuring our solution met the needs of all users, including those with disabilities. This commitment to inclusivity ensured a positive and equitable experience for everyone.
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Informed by our research and analysis, we launched a Minimum Viable Product (MVP) for Suncorp Pay Later, focusing on key features identified as crucial for customer satisfaction and market differentiation. This included a streamlined payment flow, user control over payment dates, and a seamless refund process—an area where we identified a competitive advantage.
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The redesigned payment flow features a user-friendly circular design, leveraging familiar mental models to provide an intuitive experience. Users gain control over their spending, with the ability to track payments, manage their account, and adjust payment dates as needed.
To promote responsible lending practices, we incorporated robust error handling and account management features. Clear notifications for missed payments, transparent financial obligations, and tools for managing credit responsibly empower users to make informed decisions.
A key takeaway from this project was the importance of seamless integration and thorough due diligence when working with external agencies. While the initial transition appeared straightforward, we encountered unexpected challenges that required careful navigation and clear communication with stakeholders. This experience reinforced the value of proactive planning and detailed evaluation to ensure successful collaboration and project outcomes.
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The redesigned payment flow features a user-friendly circular design, leveraging familiar mental models to provide an intuitive experience. Users gain control over their spending, with the ability to track payments, manage their account, and adjust payment dates as needed.