Norton Global Checkout UX Redesign

As the Lead UX Designer, I spearheaded the complete redesign of Norton's checkout platform, transforming the customer experience from the ground up. My approach begins by collaborating closely with business stakeholders to define the core problem and set clear objectives for the design initiative. This ensures that we are aligned on both the strategic goals and the desired outcomes from the outset.

Contents:

• eCommerce Checkout flow and template
• Add additional products - Candy Rack
• Billing
• Identity Theft Information (PII)
• Review
• Confirmation and on-boarding

Responsible for:

• Wireframing complete end-to-end checkout flow
• Designing interaction patterns for added features
• Ensuring experience performs responsively for desktop, tablet, and mobile
• Developing prototypes in Figma for user testing
• Providing all permutations of products/content
• Ideating test experiences for future iterations

Process

Once objectives are established, I lead the team in conducting comprehensive research, including competitive and market analyses, to determine an optimal direction for the redesign. This foundation informs the development of Figma-based wireframes and prototypes, which are used to drive discussions and gather input from key partners, such as leadership and development teams.

Throughout the process, I prioritize user-centered design, conducting user research and usability testing to validate design decisions at each stage. Ensuring the new experience was fully responsive across desktop, tablet, and especially mobile platforms was a key factor in its success. The culmination of this iterative process results in high-fidelity mockups, which serve as a blueprint for development. The final product is rigorously tested through A/B testing and data-driven optimizations.

Results

The redesigned checkout experience, which has been in production for over four years, has significantly impacted the company’s bottom line, contributing an additional 5% converstion rate and $20+ million in annual revenue. With this new checkout rolled out globally, the business can release the dependancy on third-party ecommerce solutions in other markets, saving millions additionally each year.