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Content Design > Wix Checking

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  • Product overview

    • Wix Checking is banking built into Wix merchants’ websites. 

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  • How it works

    • Merchants who run their businesses on Wix receive payments from customers on Wix, many of whom use Wix Payments to integrate their finances into their website’s dashboard. Wix Payments sends merchants payouts for funds from sales to their external bank account, a process that can take 3-5 days.

    • With the expansion of Wix Checking, merchants are offered a business checking account inside of their site’s dashboard. This has huge benefits for them:

      • Receive earnings instantly (rather than 3-5 days for payouts)

      • Spend where they earn

      • Get a clear snapshot of cash flows in one place

      • Pay no service fees (unlike traditional banks)

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  • My role

    • UX Writer. I joined the team right after the initial product launch to improve it according to customer feedback and our KPIs (accounts opened and total debit card spend).

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  • Stakeholders

    • Wix Payments - Checking Product Team and Direct of Product, Internal and  External Bank’s Legal Team, Risk & Compliance, Finance Team, Third-Party Partners

Desktop onboarding flow

Wix Checking dashboard on desktop

Wix Checking dashboard on mobile

Scope: Product Improvements

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Improvement A:  Accelerated onboarding flow to increase conversion

  • To get users to onboard to Wix Checking, we introduced an entry point for the product in the payouts page. Here you can see the previous versus the new versions. In the previous version, the merchant often missed this entry point because the banner hardly stood out. In the newer version, the entry point is an entire overlay page, so it can’t be missed.

  • Results: Conversion rose by 7.2% with newer overlay page version.

Before

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After

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Improvement B: Four communication updates to improve clarity

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  • 1. Standardize cutoff times across geos

    • Wix Checking serves merchants across nine time zones. Some details, like the cutoff time, remain the same for all merchants. I applied Wix’s content standardization guidelines, used by over 70 content designers, to ensure consistent information for all merchants.

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  • 2. Create scalable notifications for common issues

    • To improve efficiency for the numerous product errors that existed and may appear in the future, I created scalable notifications. These were written and designed in a way that was flexible enough to cover multiple scenarios while still remaining clear and specific.

SMS Communication

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UI Communication

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  • 3. Implement user spending limits

    • I implemented spending limits for our merchants according to banking partner requirements. The limits are set based on each merchant’s financial activity, helping reduce risk for both Wix Checking and the merchant.

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  • 4. Create menu for important documents

    • I addressed user feedback by improving navigation to important documents within Wix Checking, ensuring users can easily find what they need.

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Challenges

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  • Many stakeholders, many valued opinions: Working on a big team with 2 Product Managers equally responsible, internal and external legal stakeholders carefully reviewing every new word written, and a product design team with extensive history on product from inception, I needed to ensure my content choices and design recommendations were backed by research, guidelines, and carefully thought out opinions..

  • Quick turnaround on changes: Each process above was given only a few days time to complete. I communicated frequently and collaborated closely with the Product Design and Product Manager to make these changes happen quickly.

 

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Overall achievements
 

  • Increased conversion and total debit card spend: In just 2 months, doubled our KPI results; from 500 to 1,100 total accounts opened, and doubled debit card spend (exact numbers are confidential here).

  • Solved major user complaints: ​Users felt that the product was clearer and important information was more accessible based on the changes mentioned above.

  • Handled financial partner mandatory requirements ahead of schedule: By working closely as a team with great communication, we were able to get a lot of small improvements done in a short amount of time, which was greatly appreciated by our financial partners. 

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