Research insight
Five interviews with SMB owners revealed a need for setup confidence and a clear answer to one question: when will the money arrive?
Fintech / Embedded payments
Keap Pay
Replacing a discontinued payment processor without disrupting the businesses that relied on it. I led the end-to-end design of Keap-owned payments in a five-month migration window.
- Role
- Sole Product Designer
- Timeline
- Oct 2023 - Feb 2024
- Team
- Product, Engineering, Payments
- Scope
- Onboarding, migration, payments
My contribution
I was the sole designer for onboarding, migration, and payment reporting. I ran merchant research, helped the team agree on the migration flow, and worked with engineering on the Rainforest integration and payment components.
Discovery
Replace the processor. Keep businesses running.
Thousands of merchants depended on Keap to get paid. The migration needed to protect their day-to-day business, not just replace a provider.
WePay
Third-party integrations ending
Five months to migrateOct 2023 - Feb 2024
Keap Pay
Payments integrated into Keap
Design direction
Make onboarding progress explicit and bring payment and payout status into one connected experience.
Look beyond the processor checklist.
I compared payment providers across fees, compliance, recurring billing, and support to identify where an integrated experience could add value.
Align before designing the flow.
A cross-functional design workshop established shared expectations for onboarding, migration, and payment visibility.
Process
Make the migration understandable, not just compliant.
KYC requirements and a new provider API shaped the work. I focused the design on clear progress, recognizable payment patterns, and visible payout status.
Build trust at the point of entry
Place business identity and security cues beside sensitive payment fields, where reassurance matters most.
Make progress explicit
Break verification into manageable steps and clarify what transfers from WePay. Avoid asking for the same information twice.
Show the path to payment
Bring payment and payout information together so merchants can see the status of their money.
Two starting points, one active state.
Existing WePay merchants and users of other processors enter through different paths, then converge on the same onboarding requirements.
A payment-specific component library.
I documented hosted forms, validation, statuses, tabs, and review tables because the existing system did not cover payment-specific patterns.
Product Design
One connected payment experience.
Setup, payment collection, and reporting were designed together, with familiar Keap patterns around the provider integration.
Give Keap Pay a clear place in the product.
The payment settings surface establishes the integrated offering and its value instead of presenting an undifferentiated list of processors.
Make the provider integration feel native.
Custom UI components surround Rainforest hosted forms, supporting credit-card and bank-transfer flows with consistent validation.
The onboarding flow in context.
A six-step flow makes verification progress and remaining work visible.
Open prototype on Vimeo ↗Reduce the legal-copy wall.
Testing exposed an overwhelming sign-up page. The final version leads with plain-language essentials and clearer progress.
Open prototype on Vimeo ↗Results
Shipped within the migration window.
Moderated task-based sessions informed the design throughout delivery. Removing redundant fields and clarifying the migration path improved setup without removing required verification.
- Processed
- $70M+
- Migrated on time
- 70%
- SUS score
- 73.9
Transaction volume through the new system in the first quarter after launch.
Affected WePay customers migrated within the five-month deadline.
Usability score reported for the redesigned payment experience.
Evidence that changed the design
Testing exposed an overwhelming sign-up page. I reduced the prominence of legal copy and consolidated redundant fields and verification steps; the project reported 40% faster signup.
The tradeoff
The flow still needed required verification. I focused simplification on repeated entry and presentation, rather than treating compliance steps as optional.
These launch results reflect the whole team's work. The SUS sample size and signup timing method are not included in this case.
Next, I would make payment visibility more proactive: surface risks and trends before they affect a merchant's cash flow.