This is on hold temporarily!
The Unified Checkout process provides a summary of all charges related to the transaction and payment method selection on the same page. The long term goal is to be able to offer a consistent checkout experience across all areas of Upwork.
By applying a checkout experience that decouples payment information from offer details and also provides transparency on the payment structure for a given offer, we can improve conversion in the offer flow and also reduce payment-related errors that we currently observe on the offer page.
Goals and Overview (Internal info)
In launching a unified checkout page across our product, we aim to address the following customer problems:
- Inconsistent and suboptimal checkout experience across Upwork:
- Primary UPM details aren't presented to users consistently and can’t be edited by users in the same flow.
- Suboptimal first-time checkout experience as the users are required to add billing method before they reach a point where they are ready to checkout.
- Total amount including fees and sales taxes is not presented to users before charging their UPM.
- Errors are handled inconsistently and not always correctly.
- Engineering overhead and longer time-to-market for new features and services
- Regulation changes impact more than one scrum teams.
- New payment features need to be launched by each product team. 3D secure impacted all user journeys last year.
- New products like Direct Contracts and Catalog have to build checkout experience from scratch.
New Experience:
- Breakdown of all costs including any applicable fees and taxes
- Additional explanation of charges presented to alleviate confusion
- Estimated summary of total charges
- Ability to change payment methods within the checkout flow
- Ability to add new payment methods within the checkout flow
- Clear error messages in order to fix any payment related issues
Resources:
Deck - slide 10, video 2 shows a great walkthrough of how this looks! Click “present” to be able to play the video.
Test details:
What customer problem is this solving
With Unified Checkout, the long term goal is to be able to offer a consistent checkout experience that presents a clear summary of billing, taxes, and fees as well as flexibility of payment method selection for all of Upwork delivery models (such as Catalog, Enterprise, Talent Marketplace) and services.
Target launch date: September 10, 2021
Target audience: FL
By applying a checkout experience that decouples payment information from offer details and also provides transparency on the payment structure for a given offer, we can improve conversion in the offer flow and also reduce payment-related errors that we currently observe on the offer page.
New in V2: By removing max charge per week, fees & taxes and updating the content from the hourly designs of Unified Checkout, overall hourly metrics of Unified Checkout will improve compared to Unified Checkout MVP results.
Target audience: All CL (incl Ent)
Target launch date: October 18, 2021
- Control (50%): Clients do not see the Unified Checkout page in the offer flow. Clients who don’t have a primary payment method on file are prompted to add one within the offer page UI as they are today.
- Treatment (50%): Basic and Plus clients will see the unified checkout page in the offer flow for all offers (excluding Talent Scout clients and clients from Germany and the Netherlands).
- Clients who haven’t already provided a payment method will be prompted to add one
- Clients who already have a primary payment method on file will be asked to confirm the PM selection or add/select a different PM
- Note: Unified checkout will only be applied for Basic and Plus plan members (since there is no escrow funding for Business and Enterprise clients nor can they change payment methods) but we are making some minor UI changes to the offer page for all clients as part of this feature, and therefore, would like to allocate all clients to this QT to evaluate impact.
- Duration: 4 weeks
Screenshot:
