Jodo Customer Flow
Parents were dropping off before completing payment. I redesigned the entire journey to fix that.
3
Products unified
90s
Time-to-pay
2023
Shipped
↑
Conversion
The Problem
The parent-facing payment journey across Jodo's products (Flex, Pay, Cred) was fragmented. Drop-offs were high. Support calls were expensive.
The Solution
End-to-end UX audit followed by a systematic redesign of every customer touchpoint — SMS links, payment screens, confirmation states, error handling.
01
Jodo's customer journey started with an SMS link and ended — hopefully — with a successful payment. Between those two events were 12+ screens across 3 products, each designed in isolation. The seams showed.
02
I walked every flow with fresh eyes. Noted every friction point: unclear CTAs, missing confirmation states, error messages in developer-speak. Built a 40-point audit doc.
03
Before touching individual screens, I established a shared component library for all customer-facing surfaces. Consistent buttons, form inputs, error states, success animations.
04
Reduced step count in Flex by 3 screens. Rewrote every error message from "Payment gateway error 402" to "This card was declined — try another." Added inline validation and a persistent summary panel.
Interactive Prototype
the real thing.
Outcome
Next project