A payment experience built for high-stakes property transactions
When our existing payment system was being decommissioned, I led the design of a faster, clearer replacement—helping auction buyers complete time-critical payments within 24 hours, without added complexity or risk.
Context
Buyers secure properties after auction through multiple payment routes, all supported by a payment system that was being decommissioned.
Problem
Without a replacement, buyers would lose a reliable payment route and internal teams would fall back on manual workarounds—putting millions in revenue at risk.
Goal
Replace the retiring system with a single, clear payment flow that supports buyers while reducing operational complexity.
An old and antiquated system that caused frequent issues within the business
During discovery, I worked with departments across the business and captured a variety of operational and compliance issues that consistently required manual correction.
Leading discovery to integrate a modern payment provider
From project kick-off, I led discovery to map 7 payment routes and 22 real-world scenarios, and then used those insights to design a universal payment interface that supports every path through a single, consistent flow. By stripping away unnecessary noise, the experience keeps buyers focused on what matters.
No more waiting to pay, buyers can now self-serve
Previously, buyers could only complete payment by coordinating with a salesperson over the phone, often introducing delays at a critical moment.
Automated payment links now allow buyers to complete payment independently, giving them control over when and how they pay while reducing reliance on manual support.
Making the change stick
Alongside the product work, I created internal communication materials and operational resources to support rollout. These were handed off to the Learning & Development team and used to deliver education courses, ensuring teams understood how the new payment system worked, how to support buyers, and when to intervene.
Introducing Stripe into the heart of finance operations
The move to Stripe had significant implications for finance workflows. I worked closely with the finance team to map existing processes and ensure the new, PCI-compliant system supported payment processing and end to end invoicing.
Previously manual, time-intensive tasks were automated, freeing the team to focus on higher-value work.
