Case Study: Online Payment Report

Improving trust, clarity, and reconciliation workflows for Buildertrend Payments.

  • Role: Product Design Lead

  • Teams: Product, Engineering, Risk

  • Scope: Research → UX Strategy → Prototyping → Testing → Delivery

Online Payment Report

Context & Problem

Buildertrend Payments is a major revenue initiative, and the Online Payment Report is the primary view builders use to understand all financial activity — client payments, refunds, chargebacks, and settlement deposits.

Before redesign:

  • Builders didn’t trust the financial data

  • Filters were confusing

  • Refunds & chargebacks weren’t visible

  • Statuses lacked meaning

  • Reconciliation was slow and error-prone

This directly impacted revenue adoption for Buildertrend Payments.

My Role

As Product Design Lead, I owned:

  • 25+ user interviews

  • Support ticket analysis

  • Competitive analysis

  • Workshops with PM + Risk

  • UX strategy & flows

  • Wireframes, prototypes, usability testing

  • Design system enhancements

  • Guiding designers in financial services

Discovery & Insights

  • Insight 1: Builders needed to understand why payments were denied.

  • Insight 2: Users didn’t know when they’d receive settlement funds.

  • Insight 3: Filters were complex and often forgotten.

  • Insight 4: Chargeback details were missing.

Challenges & Constraints

Technical

  • Legacy payment-status logic

  • Data from multiple systems (out of sync)

  • Chargeback reasons not in UI

  • QuickBooks sync dependencies

Design-System

  • Table component not built for financial workflows

  • No side-panel pattern

  • Inconsistent status tag system

  • Needed net-new filtering model

Solution

Outcome

  • Support tickets decreased: Chargeback + status questions reduced.

  • Improved trust & NPS: Builders no longer felt “in the dark.”

  • Clearer reconciliation workflows: Bookkeepers resolved questions faster.

Internal Impact

  • Components reused by other product teams

  • New side-panel pattern adopted across FinServ

  • Created a unified payment-lifecycle model for PM + Engineering

Customer Quote

“I can now clearly see what transactions make up my settlement payment.”
– Buildertrend Customer

Reflection

The project required deep alignment across Product, Risk, and Engineering.

  1. Mapping the true payment lifecycle was critical to reducing confusion.

  2. Creating new design-system components made it easier to build future financial products.

  3. Usability testing validated clarity and reduced cognitive load.