The UX Solution To The $120 Billion Failed Payment Problem

The UX Solution To The $120 Billion Failed Payment Problem

Ensuring seamless and error-free transactions is crucial for businesses to maintain healthy cash flow and build strong relationships with their partners. A major challenge that organizations face is payment failures, which occur when a payment transaction is unsuccessful or encounters errors during the process. 

This article will delve into the importance of user experience (UX) in reducing payment failures, highlight the role of user-centric design, and provide insights on tracking and measuring the impact of UX on this critical business metric.

Understanding Payment Failure 

Payment failures refer to instances where a payment transaction is not completed for various reasons, such as technical glitches, incorrect input of payment information, insufficient funds, or system errors. These failures can lead to delayed or missed payments, strained business relationships, additional administrative costs, and potential revenue loss for both the payer and the recipient.

The Importance of Payment Failure as a Metric

Payment failure is an excellent and vital metric for payment systems to monitor, as it directly affects the efficiency and reliability of B2B payments. According to a study from LexisNexis Risk Solutions, failed payments are estimated to have cost the global economy $118.5 billion in fees, labor, and lost business in 2020. This staggering figure underscores the significance of addressing payment failures and highlights the potential for significant cost savings by enhancing the user experience of payment systems.

Role of User-Centric Design in B2B Payments

User-centric design places the end-user at the center of the design process, focusing on creating intuitive, efficient, and enjoyable experiences. Applying user-centric design principles to B2B payment systems can lead to several benefits:

  1. Enhanced Usability: Intuitive interfaces and streamlined workflows make it easier for users to navigate through the payment process, reducing the likelihood of errors or confusion.
  2. Improved Efficiency: Well-designed payment systems minimize the time and effort required to complete transactions, increasing overall productivity and reducing the chances of payment failures.
  3. Increased User Confidence: A positive user experience instills confidence in users, reducing anxiety and potential errors during the payment process.
  4. Stronger Business Relationships: Seamless payment experiences contribute to building trust and fostering better relationships between businesses, leading to increased customer loyalty and potential referrals. 

Tracking Metrics and Measuring UX Impact

To measure the impact of UX on payment failures, key metrics should be tracked and analyzed. Some essential metrics to consider include:

  1. Payment Failure Rate: Calculate the percentage of failed payment transactions over a specific period. This metric provides an overall understanding of the system's performance and highlights areas for improvement.
  2. Error Messages and Support Requests: Monitor the frequency and nature of error messages encountered by users during the payment process. Analyzing support requests can help identify recurring issues and guide UX improvements.
  3. Task Completion Rate: Measure the percentage of users who complete payment transactions without encountering errors or abandoning the process. A higher task completion rate indicates a more user-friendly payment system.
  4. User Feedback and Surveys: Gather qualitative insights through user feedback and surveys to understand pain points, identify areas for improvement, and validate the effectiveness of UX-driven enhancements.

Investing in UX Strategy and Services

A strategic investment in UX design and services can yield substantial benefits for businesses operating in the B2B payment industry. By partnering with a leading user experience agency like WDIR, you can leverage our expertise in creating seamless payment user experiences that reduce payment failures and drive business growth. 


In the competitive landscape of B2B payments, reducing payment failures is paramount to ensure smooth and efficient transactions. By adopting a user-centric design approach and focusing on improving the user experience, businesses can minimize payment errors, enhance user confidence, and strengthen business relationships. Tracking and measuring key metrics related to payment failures provide valuable insights into the impact of UX-driven enhancements. 

Take the first step toward achieving seamless payment user experiences by contacting WDIR, the leading user experience agency in B2B payments.