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A strategic UX case study on reimagining post-checkout payment flows for hospitality

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1. Introduction

Project Overview	Hotel guests were abandoning payment flows at a 65% rate due to complex, scroll-heavy interfaces that buried critical payment information. The project is the redesign the user interface to increase adoption and enhance the overall payment experience
Timeline	6 months (Discovery → Design → Implementation)
Teams	UX Designer collaborating with Senior Designers, Business Analysts, and the Development team
Impact ⭐	NPS increased from 6.2 to 8.5 for payment experience

2. Problem Overview

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When the hotel guest checks out of a property, they will receive an email with a link to make a payment. The payment can be made in a single payment or in multiple payments.
- Once the guest clicks on the link, they will be taken to the payment screens.
- Guests may modify their billing as well as their total billing on the payment screens.
A guest can also use a debit/credit card or an existing saved card to make a payment.

2.1. Stakeholder Interview

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After analyzing user behavior and conducting stakeholder interviews, I uncovered three critical issues:

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The Scroll of Death

Guests had to scroll through endless content to find the "Pay" button, with 40% never reaching it on mobile devices.

Trust Deficit

Payment amounts were buried in fine print, creating anxiety about surprise charges and leading to 1 in 3 guests calling the front desk for clarification.

Flexibility Paradox

While the system technically allowed partial payments, the UX made it so confusing that only 12% of eligible guests used this feature.

2.2. User Journey

2.3. User Personas

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2.4 Existing App Analysis

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The existing app consists of 3 major sections

🔎 Reservation Detail

🧾 Invoices ( Paid and to be Paid)

💳 Payment Way