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Case Study

Reducing Payment Friction in Checkout Flows

Redesigned payment error messaging reduced support ticket escalations by 28%. Unambiguous button labels and microcopy increased completed transaction rates by 14%.

Our Approach

Systematic Content Design Process

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Copy Audit

Flow Mapping

Microcopy Testing

Deployment & Monitoring

Evaluated existing interface copy for clarity, consistency, and adherence to brand voice, identifying friction points.

Mapped user journeys through checkout, pinpointing critical decision points and potential error states.

Iterated on button labels, error messages, and instructional text through A/B tests and user feedback.

Implemented optimized copy and established metrics to track conversion and support inquiry reductions.

Quantifiable Impact

Improved Conversion and Support Efficiency

14%

Conversion Rate Increase

28%

Support Ticket Reduction

100%

Error Dictionary Coverage