StellarPay
Reducing checkout abandonment from 68% to 31% for a payment processor that was losing customers at the final step.
Reducing checkout abandonment from 68% to 31% for a payment processor that was losing customers at the final step.
StellarPay had a checkout flow that was killing their business. Seven steps, confusing validation, and a mobile experience that made people rage-quit. Their abandonment rate sat at 68%, nearly double the industry average of 41%.
User recordings told the story. People got to the payment page, saw unexpected fees, hit a form validation error they could not understand, and left. On mobile it was worse. 74% of mobile users never finished. The previous dev team had built the checkout around what was easy to code, not what was easy to use.
We consolidated the checkout from seven steps to three. Every field got inline validation with clear error messages. We added a progress indicator so users always knew where they were. Fees became transparent at step one, not hidden until the final confirmation.
Drop in checkout abandonment
Additional annual revenue
Faster average checkout time
The checkout rebuild paid for itself in six weeks. WebMe did not just redesign, they rethought the entire flow from the customer side. Our mobile conversions specifically went up 89%.
Head of Product, StellarPay
We started with a two-week discovery phase. User recordings, heatmaps, and five customer interviews gave us a clear picture of where people were getting stuck. We mapped every drop-off point and prioritized fixes by impact.
Design took three weeks. We wireframed the new flow, tested it with five actual StellarPay customers, iterated based on feedback, then moved to high-fidelity designs.
Build and launch took four weeks. We worked in one-week sprints with daily check-ins. The site went live on a Tuesday. By Friday, the abandonment rate had already dropped 12%.