Payment Redesign
Redesigning a complex payment page to serve two jobs: balance visibility and a clear path to pay
Postcard CRM
I led a redesigned of the job application experience for 6,000+ students applying for US summer jobs.
Overview
Postcard is a CRM system supporting our cultural exchange programs. It enables participants to apply for seasonal roles while helping partner camps and resorts find suitable staff.
Starting in late 2024, I led a redesign of the participant application journey. After the new design launched, conversion from registration to deposit went up 7%. NPS increased from 84 to 89. In our program survey, around 4% of respondents described the application process as "easy" and "efficient" without being asked.
6,000+program participants annually
200+business partners
7%conversion rate increase
89NPS score
Context
For participants, our cultural exchange programs sit in an unusual space: part job application, part travel program enrollment.
That combination creates a specific anxiety. Students arrive asking: is this legitimate? Is it worth the money?
The platform at the time was low quality and terrible on mobile. For someone already questioning whether this was real, the interface confirmed the doubt rather than resolving it.
Slide to revealThe Challenge:Trust and conversion
The lack of trust shows clearly: less than 10% of people who registered ever paid their deposit. Most dropped off early, before committing significant money or time.
This wasn't a software problem at its core. But the low-quality interface was making things worse. For someone already anxious about committing to such a long journey, that page made the decision harder, not clearer.
Stage
Sign up
Welcome call
Basic application
First payment
Screening interview
Detailed application
Second payment
Job search
Placement
Third payment
Pre-departure
Final payment
What the user does
Register on the platform
Receive a call from our sales team
Fill in name, availability, skills
Pay deposit to confirm commitment
Interview with our team to verify eligibility
Add work history, medical info, references
Pay next installment
Browse camps, book interviews with employers
Receive job offer from a camp
Pay next installment
Arrange visa, insurance, final paperwork
Pay remaining balance
Duration
Minutes
30 min(scheduled within a week)
1–2 hrs(can be split across sessions)
Minutes(but decision may take days)
1 hr(scheduled within a week)
2–4 hrs(can be split across sessions)
Minutes(but decision may take days)
Weeks to months
Minutes(after weeks of searching)
Minutes
~1 month
Minutes
Feelings
😊
😃
😐
😰
😬
😩
😓
🤞
🎉
😌
😅
✈️
System (Postcard)
-
Appointment scheduling
Application forms
Payment portal
Appointment scheduling
Application forms
Payment portal
Camp directory, interview booking
Placement confirmation
Payment portal
Document portal, pre-departure info
Payment portal
Human support
-
Sales team introduces the program
Sales checks quality, nudges if delayed
Sales assists with payment questions
Interviewers conducts interview
Support reviews submissions
Support: Review submissions, monitor progress, provide guidance
Explore:
All Case Studies
I've broken this project into focused case studies. Use the tabs above to see each scope on the journey map, then explore context, process, and outcomes below.
Application Form Redesign
Redesigning a multi-step application form under tight constraints, balancing scalability and user reassurance
Skill Description AI Checker
Improving student response quality with a dynamic AI feedback tool
Postcard Design System
Building a minimal design system that cut feature delivery time by 75%
Feel free to reach out for collaborations or just a friendly hello.