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Masterpass by MasterCard
MasterPass was MasterCard Worldwide's premiere digital payment service. My time with the company was spent redesigning the experience. I focused on the new user registration process. With my help, turned a 15 step process into a 3-5 step one. This resulted in a much smoother onboarding experience and raised signup rates.
I oversaw the design effort, providing guidance to the development teams. I delivered a straightforward and cohesive experience across product touch points.
MasterPass, as a brand, was retired in 2020.
Welcome
The biggest change we made was to simplify the first interaction the user had with theproduct.
We utilized the given credential to intelligently route them to the appropriate digital wallet product, based on the partners we worked with.
Card Info
Here the user is signing up for the "pure" Masterpass experience, so they provide their credit card information.
Billing Info
Once they provided their information, we captured billing information and the account credentials so they could complete registration.
Congrats
Early research showed users were confused whether their account was created. To alleviate confusion, we put in a "speed bump" page, confirming account creation.
The page shows what to look for when shopping so users could use their Masterpass. After this we took them back to the initial merchant site.
Challenges
MasterPass' onboarding procedure was (internally) notoriously difficult. The biggest challenge we ended up having to overcome wasn't the breadth of information we needed to capture, which is what we initially thought, but it was the user's perception of what the core product offering was. That was not a challenge we ever expected.
Luckily, we were able to hone in on that difficulty and provide a straightforward method of educating our new users. This helped adoption around the world.
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