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Customer Experience

AfterPay supports consumers in purchasing the items they desire by providing them with the freedom to pay whenever and however they find it most convenient. This is achieved by separating the purchase from the payment. Consequently, AfterPay distinguishes between the checkout and the post-purchase experience.

Checkout

After shoppers add items to their shopping basket in the webshop, they proceed to checkout to complete the purchase. Checkout can be designed in various ways. It typically contains the following information blocks that are relevant for payment: personal information about the shopper, invoice and delivery address, payment method selection, and payment confirmation.

The first step is the identification step, during which shoppers are required to enter their personal details and the invoice and delivery address. In order to provide shoppers with an easy checkout experience, it is important to minimize the amount of data they need to enter. AfterPay, therefore, provides several look-up services as well as an address validation service. After having entered the required data, shoppers then proceed to the payment method selection.

AfterPay offers several different payment options that can be displayed in the payment selection step: 14-day invoice, campaign invoice, fixed installments, and flex payment. After having selected a payment method, shoppers receive either a payment confirmation or a message that the payment option has been declined. A declined message always redirects the shopper back to the payment method selection page. To illustrate a generic checkout, see below.

customer_journey_checkout.PNG

Post-purchase

Shoppers’ post-purchase experience starts after they have completed the checkout process. This experience consists of two primary interfaces: invoice communication (email/text messages) and AfterPay’s customer portal, “MyAfterPay”. Shoppers can experience a merchant-branded journey throughout these touch-points. Brand hero images and product images strengthen a merchant’s brand communication and campaign messaging.

The invoice communication is triggered once the merchant dispatches the goods. This communication is normally synchronized with the ‘capture’ API request.

In MyAfterPay, shoppers can see an overview of and control all purchases and payments. After logging in to MyAfterPay shoppers instantly see currently outstanding invoices and can choose how these invoices will be paid: bank transfer, direct debit, or any other local payment methods. In MyAfterPay the shopper can choose to partially pay an invoice. By going to the ‘Purchase history’, shoppers can see an overview of all purchases/returns.

After making a purchase via MyAfterPay, shoppers can save the payment method information in order to later make convenient purchases with a one-click payment function within the portal.

customer_journey_checkout.PNG