Checkout redesign

Buyers who reached the payment screen frequently left without finishing. Session replays showed the same loop: a validation error cleared the card fields, and people retyped everything before giving up.

Support tickets pointed the same way — most mentioned re-entering details rather than the price or the products.

We kept the three steps but made each one recoverable: fields validate as you leave them, errors never clear what was typed, and the card form remembers state across a failed attempt.

The order summary moved into a panel that stays visible, so the number being paid is never off-screen at the moment of decision.

Drop-off at the payment step fell by roughly a third in the first month, and support volume about re-entering details went quiet.

The recoverable-field pattern was later reused by two other teams in the same product.

The fix was never the visual design — it was refusing to throw away what someone had already typed. I would run the session replays before opening Figma next time, not after.

I would also push harder for the error-state work to be scoped in from the start. It was treated as polish, and it was the whole problem.