CONTEXT
Japan has a uniquely diverse payments landscape, featuring over 25 widely used payment methods. Today, Square supports 9 of these methods. The most requested feature from current and prospective sellers is the ability to accept all major QR code payment wallets — an opportunity expected to drive millions in additional revenue from the existing seller base.
In Q3 2024, Square plans to introduce an innovative QR code product that enables sellers to accept payments from 7 digital wallets through a single QR code. Like the other alternative payment methods (APM), QR code payments require an additional application process with our third party partner.
GOALS
👑
For Seller
Make it easy for sellers to apply different payment methods so they can accept payments methods their customers prefer.
👑
For Square
Optimize payment methods experience to improve conversion rate and reduce customer support tickets.
IDEATION
A new page for payment methods vs. Blade on Locations page
While the team agreed that a dedicated page for payment methods would improve visibility and ease of management for sellers, we opted to use a blade on the Locations page due to technical constraints and the urgent timeline for launching QR codes.
Payment methods enablement at onboarding vs. Task at Set up guide
Since the current process is already lengthy, guiding sellers to the Dashboard earlier—based on our research—improves engagement and overall experience. We added payment method enablement as an account set up task to encourage sellers to apply earlier in their journey
BETA
🌟 UI with new design system
Modernized the UI using the latest design system to create a more cohesive user experience.
🌟 Individual modals for different payment method groups
Separated Card Payments, QR Codes, and E-Money into individual modals so sellers can apply for multiple methods at once, without needing to wait for one to be approved first.
🌟 Transparent application status for each payment method
QR code brands review seller applications individually, with varying review times, providing enough transparency to reduce seller's anxiety.
🌟 Native mobile experience
Over 30% of sellers access payment methods through Square POS app.
FEEDBACK
Culture difference in design
During the Beta phase, while inquiries about the application process decreased, the Japan team still received frequent emails asking about application status. After a design review with our Beta specialists, we learned that while American users typically prefer low-context, minimal interfaces, Asian users—especially in Japan—are more accustomed to information-rich and dense designs.
Japanese users tend to feel more reassured when there is more information available. For Japanese people, the more detailed the information, the more trustworthy it seems.
— Source
GA
🌟 Banner for overall application status
The status banner in the payment methods modal shows sellers the overall application progress, including key statuses such as “Under Review” and “Declined.”
🌟 Application progress tracker for each payment methods
Sellers can track the application status of each payment method. Even after approval, they value visibility into when the application was submitted and when it was approved.
IMPACT
Payment methods related support tickets amount
The average time to conversion was reduced to 7 days
The project was highlighted in Square's Q3 2024 shareholder letter.
BEYOND GTM
Optimize user experience for the future
Dealing with technical constraints is part of the job, but I always advocate for the best user experience alongside my team.
