Launching Trustly Recurring Payments
Trustly Direct Debit is a digital payment solution that streamlines recurring payments by using bank account data to eliminate manual entry. I led the design of this new product, which launched in the UK and Sweden in 2023, and expanded to France and Germany in 2024.
Client
Trustly
Service
Digital product design
Role
Senior Product Designer
Duration
2 years
Year
2023
In the repeat economy, existing payment solutions have fuelled growth in recurring transactions but also highlighted opportunities for improvement. With a 12% failure rate in traditional direct debit setups, 46% of billing time wasted, and 53% of churn due to failed payments, Trustly Direct Debit offers a solution. By reducing manual processes, it helps merchants maximize cash flow, onboard customers easily, and maintain long-term relationships across Europe.
Trustly Direct Debit simplifies in-app onboarding across devices with zero manual entry, easy bank app or eID verification, and biometrics for strong authentication. For merchants, it boosts customer lifetime value and reduces silent churn by automating retries and removing card expiry issues, ensuring higher payment collection. Entering the French market was particularly challenging due to the lack of similar products; customers were used to manually setting up recurring payments via paper forms at the bank. We had to carefully consider their concerns and preferences to introduce a completely new solution.
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"In todays market there are 12% failure rate for traditional direct debit set-up, 46% of the time spent on billing could be removed through better tech."
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We conducted two rounds of user testing in France. While users were impressed by how easy and quick the recurring payment setup was, their main concern was privacy and data sharing. We focused on reassuring them about the security and transparency of their data throughout the flow.
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In June 2024, Trustly launched the product in Paris at Printemps Group Hausman, inviting companies from across France to experience it.
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