Users often couldn’t find their newly purchased products, lacked clear confirmation, and faced a fragmented navigation flow. This confusion generated high support demand and damaged trust at a critical post-purchase moment.
Solution: We redesigned the in-app access flow for newly purchased products, creating a clear, intuitive and guided handoff from checkout to consumption — reducing friction and increasing product engagement immediately after purchase.
Discovery & Insights
User pain points identified through support tickets and interviews:
“I bought the course but can’t find it anywhere.”
“I thought it would show up in my app, but nothing happened.”
“I don’t know if the payment went through or if I did something wrong.”
Quantitative signals:
Spike in support tickets within 5 minutes post-purchase.
Drop in engagement for mobile users vs. desktop within the first hour.
High abandonment rates on the onboarding screen.
Solution Design & Prototyping
Key UX decisions:
Introduced a dedicated post-purchase confirmation screen inside the app, with direct access to the purchased product.
Created contextual microcopy to reinforce purchase success and next steps.
Simplified navigation flow: from checkout → push notification → product home.
Designed fallback logic for late payment confirmation (e.g., boleto or delay on approval).
Wireframes and Explorations included:
Post-purchase modal with success feedback and access button.
Updated onboarding logic to check recent purchases and prioritize display.
Mobile-first flow with deep linking to specific content areas.
Testing & Iteration
Usability tests with 10 recent buyers (mobile):
Success rate in finding and opening product increased from 64% → 96%.
Time to first access dropped from 1min 40s → 25s.
3 users reported that “this should’ve always been there.”
Follow-up validation:
Monitored CSAT and support tickets for 14 days post-launch.
No regression in desktop experience or payment flow.
Results & Metrics
Key metrics tracked:
-35% in post-purchase support tickets in mobile.
+22% in content engagement within the first 24h.
+15pp increase in CSAT in onboarding-related feedback.
Product teams used this as a pattern for similar flows in upsells and bundles.
My Role
I led the UX strategy and design for this project, from identifying the friction point through data, to mapping user pain, validating with research, and prototyping flows with the mobile squad. I worked cross-functionally with product, engineering, and support to deliver a solution that bridged user trust and product performance.
Conclusion
This wasn’t just about UI — it was about reinforcing trust at the most fragile moment of the customer journey. By clarifying the path from purchase to consumption, we reduced anxiety, improved perception, and unlocked early engagement.
