Hire Purchase checkout

Most customers finished the flow on a phone, so I designed for the small screen first. The hierarchy, buttons and forms had to be clear there. The desktop layouts use the same structure, so the team builds and maintains one flow.

People already know the price before they start Hire Purchase. Here they want a payment plan: how much to pay each month, for how long, and when. So I grouped the data to put the plan first. The final total is still there, lower down.

The flow has to handle new and returning customers, different ID methods, different offers and different laws in each country. I defined patterns that adapt to each case. The summary card is one of them: the same card shows the plan, a changed value or a rental. The rules behind the card can change and the layout stays the same.

I mapped the full loan application across devices, systems and people: the customer, the merchant’s shop, the checkout, the partner portal, the back-office and customer support. The map showed where the flow was split, repeated or hard to use, most of all on mobile.

With product managers and analysts, I worked through the legal rules of each country, the data each step needs and its edge cases, and how new and returning customers differ. In the end, we all had the same view of the flow and a list of what to simplify first.

I organised the flow into the same stages for every market. Where a country needs more, like Estonia’s AIS flow, it uses the same screens and patterns, on mobile and desktop. So there is less duplicated work, development is simpler, and the checkout feels the same in every market.

I worked with product, analytics and engineering to the end: aligning on logic and country rules, changing designs when a technical limit came up, reviewing each build, and fixing edge cases during development.