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Nearly 4% increase in split pay loans created

Affirm Senior Product Designer 2021-2022 Growth Team

Redesigned virtual card onboarding to make Buy Now, Pay Later more accessible and appealing

Affirm virtual card interface

Challenge

Affirm's virtual card feature had low adoption despite being a key differentiator for Buy Now, Pay Later. Users found the setup process confusing and didn't understand the benefits.

Solution

Complete redesign of the virtual card creation and management experience, with clearer value proposition, streamlined setup, and better integration into shopping flows.

Impact

Nearly 4% increase in split pay loan creation, representing significant revenue growth and improved product-market fit for virtual payment solutions.

Process Highlights

User Research

Understanding why users weren't adopting the virtual card feature despite its clear benefits.

  • Analyzed user behavior data to identify drop-off points
  • Conducted usability studies on existing virtual card flow
  • Interviewed customers about payment preferences and concerns
  • Competitive analysis of virtual card experiences

Design Strategy

Creating a more compelling and trustworthy virtual card experience.

  • Front-loaded value proposition with clear benefit explanation
  • Simplified card creation process with fewer required steps
  • Improved visual design to build trust and credibility
  • Better integration with merchant checkout flows

Key Improvements

Specific design changes that drove adoption and usage.

  • Clearer explanation of how virtual cards work and their benefits
  • Streamlined card generation with automatic population of details
  • Enhanced security messaging to build user confidence
  • Improved card management interface for ongoing use

Results & Impact

Business Impact

Nearly 4%
Increase in split pay loans created
Higher
User engagement with virtual payment features
Improved
Customer satisfaction with checkout experience
Established
Foundation for expanded virtual card features

Key Learnings

  • Clear value communication is essential for new payment methods
  • Trust signals are crucial in financial product design
  • Reducing steps doesn't always mean removing information
  • Integration with existing flows matters more than standalone features

More Case Studies

Affirm Help Center

31% increase in customer satisfaction

Streamlined support experience design

Affirm Notification Center

1%+ increase in loan repayments

Personalized payment guidance system

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