AXS CHECKOUT
Improving AXS Checkout (online payment page) usability and features.
CLIENT: AXS Pte Ltd
ROLES: UI Design, UX Research
DURATION: 1 month
INFO
I collaborated with two teammates to improve usability of the AXS online checkout experience across desktop and mobile, while also proposing relevant new features.
METRICS
After iteration, the checkout experience achieved an overall 86% improvement in task speed, a 100% completion rate, and a 35% increase in ease of use, demonstrating a significantly smoother and more intuitive user journey.
ABOUT AXS MERCHANT PORTAL.
AXS Checkout is the online payment checkout system used by AXS to allow customers to complete transactions on websites that integrate AXS as a payment method.
CHALLENGES
We set out to identify user needs and uncover friction within the AXS online checkout flow, understand what shoppers expect from a seamless checkout experience, and propose feature enhancements that directly address these gaps.
SOLUTIONS
Creating a checkout experience that feels secure, transparent, and reassuring for online shoppers. Improved clarity around payment details, enhanced visual trust signals, and refined the flow to reduce friction and hesitation. By providing a clear breakdown of charges, emphasising reliability through UI cues, and ensuring stronger confirmation moments, the redesigned AXS Checkout helps users complete their payments confidently, efficiently, and with peace of mind.
PROBLEM IDENTIFICATION
We interviewed 9 tech-savvy users between the ages of 22 and 47. From these conversations, three recurring themes emerged:
Security
HMW ensure the payment process feels reliable and stable from start to finish?
HMW visually signal that a website is secure and credible to reduce user hesitation?
Efficiency
HMW show users a clear breakdown of payment and order details so that they can trust the final amount before committing to pay?
Peace of mind
HMW enhance users confidence that their order is complete and their payment was successful?
These themes highlighted a core insight:
Online shoppers need a secure, transparent, and convenient payment experience that allows them to check out with confidence and peace of mind.
PROTOTYPE WALKTHROUGH
PAYMENT METHODS
USER INSIGHTS
• Credit cards & mobile wallets are most common, but users also rely on a wide variety of methods (incl. QR payments).
• Users citied that express checkout is a commonly used option to pay as it is quick and convenient.
• There was no back page from the PayNow option which left the user being stuck on that payment method and unable to reselect.
ITERATED
Provide detailed sales insights (gross/net sales, orders andaverage value).
• Improve graph clarity with clear legends and sales/refund overview.
• Introduce a subscription tier for advanced insights after a free period as a potential business strategy.
CHECK ORDER DETAILS
USER INSIGHTS
• During pre-checkout, users want a clear price breakdown, item quantity, taxes/extra charges, delivery address, and expected arrival date.
• 80% of users expect both clear on-screen confirmation and reliable email follow-up.
• E-receipts serve not just as proof of payment but as a trust-building
and archival tool.
OPPORTUNITIES
• Provide detailed sales insights (gross/net sales, orders andaverage value).
• Improve graph clarity with clear legends and sales/refund overview.
• Introduce a subscription tier for advanced insights after a free period as a potential business strategy.
PROMO CODE FILL
USER INSIGHTS
• 7 out of 9 users expect to see promo codes or vouchers available.
• Users felt a clear breakdown of promotional pricing would be useful.
OPPORTUNITIES
Provide a promo code input field where users can enter discount or promotional codes.
• A green tick appears once the promo code is verified and usable.
• The promo code is reflected in the order details and highlighted in blue for clarity.
• Promotional amounts are highlighted in the price breakdown before checkout.
BEFORE
AFTER
DESKTOP VIEW
• Order details are placed side by side with the payment methods for better visibility.
• Like the mobile experience, the entire process stays within the page to streamline the flow.
BEFORE
AFTER
REFLECTION AND TAKEAWAYS
Designing for assurance matters
Visual cues, confirmation states are essential in reducing anxiety during payment.
Small frictions compounds
Lack of a clear price breakdown and hidden information increase friction at checkout.
Clarity builds trust in payment
Clear breakdowns of details, fees, and payment status significantly -.improve user confidence at checkout.