Michael Experience Design
Case study 010 · Visa

Cybersource, rebuilt for customers

Industry
Financial services
Role
Experience Design Lead
Company
Publicis Sapient
Year
2019
A customer paying with a Visa card at a café payment terminal
01 / Overview

A high-stakes experience where trust is everything

Cybersource, Visa’s payment arm, processes payments for some of the world’s largest brands. We redesigned its site around what those businesses need.

97%
of countries worldwide where Cybersource operates
$241B
in payments processed in fiscal year 2018
11,000+
transactions handled per second
02 / Challenge
A

User retention

Most visitors left after the homepage.

B

Engagement

Average time on site was under a minute.

C

Enhance the experience

Clearer navigation and more relevant page content.

D

Increase conversion

Turn prospects into customers.

03 / Process
  1. 01ResearchIndustry research and best practices.
  2. 02Design auditModernized the brand and UI components.
  3. 03Information architectureNew site map, content review and wireframes.
  4. 04PrototypeResponsive prototypes tested with Visa’s UX team.
Cybersource homepage shown on a laptop
Fig. 01 — Cybersource homepage, leading with a clear value proposition
04 / Zone diagrams

Zones organize content the same way on every page, so people find what they need fast.

Page hierarchy: Our Platform to Fraud Management to Decision Manager
Zone diagram: what it is, features and benefits, how it works, supplemental info
Zone diagram and content mapping for category, sub-category and product pages
Fig. 02 — Page hierarchy, zone diagram and content mapping
Prototype

Simple flow

Category page to product page across large desktop (1920px) and mobile (375px) viewports.

View prototype (opens in a new tab)Visit website (opens in a new tab)
Our Platform category page from the Cybersource prototype
05 / Outcome

Simpler navigation, clearer content and a stronger digital brand.