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Payment Processor Migration

The Problem

A third-party payment processor unexpectedly sunset its services, forcing thousands of property owners and managers to migrate to our new in-house payments platform on an accelerated timeline. If they didn’t act, they wouldn’t be able to accept bookings or receive payouts. The migration flow was fragmented, requiring the user to start from square one, and the main payments management page from the outgoing vendor was poorly structured and outdated.

My role

  • Co-led content strategy for the migration, partnering closely with product marketing, company leadership, legal and engineering
  • Audited existing product to identify gaps, inconsistencies or legacy terminology
  • Created end to end content, including UI, in-product messaging, emails, help center articles, the flowchart above, and marketing materials which included a live town hall Q&A script
  • Assisted on the payments page redesign, focusing on a clearer IA based on bank accounts instead of properties
  • Collaborated with legal to align on critical terms, defining a scalable language system to support future updates
  • Focused on maintaining clarity, continuity, and reducing friction for users during a critical and unexpected change

The Outcome

Migration Flow

  • Mobile-first approach and gradually increased urgency of messaging to drive action
  • A/B testing showed the simpler "accept terms" copy (shown above) resulted in 20% higher conversion than a more detailed "benefits" driven version
  • Around 63% of users agreed to terms of service before cut off date

Payments Page: Before

Outdated design and limited functionality due to third party processor having a separate private system.

Payments Page: After

  • More modern and comprehensive design organized around bank accounts vs properties
  • Improved scalability for accounts with multiple properties, reducing friction for property managers
  • Terminology updates: "disbursement" to "payout"
  • Laid a clear foundation for a more scalable and user-friendly payments system

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