AMAZON

Unified
Payments Experience

A strategic redesign of the end-to-end UX to resolve top customer pain points. Delivering a fast, secure, and scalable system that drove business results across all surfaces.

Years
2021-26

Role
UX Lead

Impact
Delivered an Amazon Store CEO-level UX initiative, shipping 10+ UX patterns serving 300MM+ customers, and driving $1B+ in annual commerce impact¹.

PROBLEM

Fragmented UX & wasted resources

Siloed Legacy: 10+ years of disjointed build-up across 100+ payment methods.

High Waste: Massive engineering churn from reinventing redundant interfaces.

Result: Unscalable UX and fragmented user journeys.

Unify and Governance at Scale

STRATEGY

Shifted from local silos to a centralized global framework, establishing governance for consistent, accessible, and scalable interactions.

Unified Design, Reusable at Scale

PRINCIPLES

Unify Icon

Unified

Modern CX, universal application. Consistent experiences across surfaces.

Trust Icon

Trustworthy

Designing for confidence. Enhancing security, accessibility, and ease of use to build customer trust.

Scalable Icon

Scalable

Build once, reuse everywhere. A modular system designed to scale across all regions and surfaces.

“Why aren’t we even doing this?”

Former Amazon CEO, Worldwide Consumer
Former Amazon CEO, Worldwide Consumer

When the UX and Product teams presented this system problem and a 5-year plan to Amazon’s senior leadership on the customer problem, it immediately got buy-in and a strong positive response.

Leadership buy-in

Promote adoption and enthusiasm for UX best practices.
Interact with Prototype
Interact with Prototype
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Interact with Prototype
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Strategic Influence

Road to land the Vision

To tackle this fragmentation at scale, we moved away from page-level fixes to a system of Global UX Patterns.Driving a unified global upgrade through modular design. Below are 10 selected UX patterns where I led the definition and global rollout.

Global UX Patterns

THE SOLUTIONS

    Card Entry

    Redesigned registration form with error validation and security messaging.

    Business Impact: 9-Figure Scale

    Balances

    New UI widget for balance-based methods on Amazon Stores.

    Business Impact: 9-Figure Scale

    Use BNPL

    Unified and simplified payment plan selection in a bottomsheet.

    Business Impact: 8-Figure Scale

    1-Click BNPL

    1 click to use BNPL versus 6 clicks in the previous experience.

    Business Impact: 9-Figure Scale

    Discounts / Fees

    Defined messaging styles for payment discounts and fees

    Business Impact: 9-Figure Scale

    Smart Checkout

    ML powered adaptive checkout flow and smart payment choices.

    Business Impact: 8-Figure Scale

    BNPL - Mixed Items

    UX pattern for items with different interest rates (0% APR vs. Interest).

    Business Impact: 8-Figure Scale

    BNPL Hosted UX

    Hosting partner experience on Amazon to drive conversion and reduce drop off

    Business Impact: 9-Figure Scale

    BNPL Buying Option

    New pattern 2026 rolling out in emerging countries

    Business Impact: 9-Figure Scale in 3 yrs

    Search

    Payment link buying option autocomplete and fast add to cart from Search

    Business Impact: 8-Figure Scale

    OUTCOMES

    Launched across 9 regions, enabling
    1 billion+ scale annual commerce impact¹

    Led end-to-end UX design for a global payment experience.

    Mobile UI 1
    Detail 1
    Logo
    Hand Phone
    Mobile UI 2
    Laptop
    UI 3
    UI 4
    Orange Hand
    Flow Chart
    Comp A
    Comp B
    Mobile UI 5
    List UI
    Installments
    Buttons 1
    Buttons 2
    Dark Mode
    TV Interface
    Smart Object
    Case study available upon request

    MORE
    PROJECTS

    Amazon Affordability

    ServiceLink Inspect Suite