NOVATR PAYMENT INFRASTRUCTURE
Product-led Payment: Designing Unified Payments Experience Across Customer and Internal Workflows
An end-to-end product-led payments experience that lets learners purchase courses without sales-team handholding, and gives internal teams the tools to manage revenue workflows around it.
INTERNSHIP
B2C
growth initiative
Role
Role
Product Design Intern
Product Design Intern
Team
Team
1 Product Manager
1 Product Manager
3 Developers
3 Developers
2 Designers (inc. me)
2 Designers (inc. me)
Timeline
Timeline
Aug 2025 - Sep 2025
Aug 2025 - Sep 2025
(2 months)
(2 months)
skills
skills
Product Strategy
Product Strategy
Demo Prototyping
Demo Prototyping
Context
Context
As an intern in Novatr’s Product Design Tech Team, I worked on payment infrastructure that bridges learner’s purchase journeys with internal workflows of every role in the payment funnel from FinOps, Learning Consultants and Admin teams. While users interacted with a customer-facing payment experience over call, internal teams relied on fragmented tools and manual processes to manage the same workflows.
As an intern in Novatr’s Product Design Tech Team, I worked on payment infrastructure that bridges learner’s purchase journeys with internal workflows of every role in the payment funnel from FinOps, Learning Consultants and Admin teams. While users interacted with a customer-facing payment experience over call, internal teams relied on fragmented tools and manual processes to manage the same workflows.
BRAND STORY
BRAND STORY
Novatr is a global EdTech company building cohort-based, industry-led upskilling programs for the AEC (Architecture, Engineering, Construction) sector. It offers online certification courses in emerging AEC domains from Building Information Modelling (BIM), computational design, to sustainable design; bridging the gap between traditional education and current industry demand.
Novatr is a global EdTech company building cohort-based, industry-led upskilling programs for the AEC (Architecture, Engineering, Construction) sector. It offers online certification courses in emerging AEC domains from Building Information Modelling (BIM), computational design, to sustainable design; bridging the gap between traditional education and current industry demand.
The platform is built around structured cohort-based learning that combines flexibility with real-world relevance, helping AEC professionals transition into high-demand roles.
The platform is built around structured cohort-based learning that combines flexibility with real-world relevance, helping AEC professionals transition into high-demand roles.
Discover
Discover
The project began with a CSAT investigation into where learners drop off during course payment. Two patterns surfaced quickly: learners struggled to compare pricing plans, and many described the upfront-payment ask as "sketchy."
To map the full picture, the discovery covered four parallel threads:
The project began with a CSAT investigation into where learners drop off during course payment. Two patterns surfaced quickly: learners struggled to compare pricing plans, and many described the upfront-payment ask as "sketchy."
To map the full picture, the discovery covered four parallel threads:
Audited
the existing payment journey across the LMS and checkout flows
the existing payment journey across the LMS and checkout flows
Mapped
internal workflows for BDR (learning consultants), FinOps, and Admin teams
internal workflows for BDR (learning consultants), FinOps, and Admin teams
Identified
inconsistencies in pricing logic, discount allocation, and plan structures
inconsistencies in pricing logic, discount allocation, and plan structures
Analysed
cases like payment failures, EMI rejections, and manual payment handling
cases like payment failures, EMI rejections, and manual payment handling
Mapping User Problems
Potential Learner
Learners felt they had no visibility into payment plan options before committing to a call. They couldn’t visualise what their payment structure would actually look like over time. They found the payment process bit sketchy as link was sent over text message to send payment.
Learning Consultant (BDR)
They couldn't see clearly how much discount budget they had left for the month. They had no good way to track which approval requests they'd sent to Admins. Each plan they built was a manual construction in a spreadsheet which was error-prone, slow, inconsistent.
FinOps
FinOps and Admins worked without a shared system. Plan changes, additional waivers, and approvals moved through Slack, email, and an outdated CRM with no consolidated view of pending requests and no in-tool approval mechanism. Decisions happened, but the system rarely knew about them in real time.
PROBLEM STATEMENT
Novatr’s payment process involved multiple manual steps across the funnel, leading to inconsistencies in how payments were handled. This made a high-ticket purchase feel less structured and created friction for both users and internal teams.
DEFINING THE CHALLENGE
DEFINING THE CHALLENGE
We mapped pain points based on discussions with stakeholders and insights gathered during the discovery phase.
We mapped pain points based on discussions with stakeholders and insights gathered during the discovery phase.
PROBLEM STATEMENT
Novatr’s payment process involved multiple manual steps across the funnel, leading to inconsistencies in how payments were handled. This made a high-ticket purchase feel less structured and created friction for both users and internal teams.
Novatr’s payment process involved multiple manual steps across the funnel, leading to inconsistencies in how payments were handled. This made a high-ticket purchase feel less structured and created friction for both users and internal teams.
Solution
Featured pages
Design Decisions
LMS Payment Page (Learner Facing)
Main idea was to confirm the plan as soon as possible in the flow and reducing the real-time between decision-making and purchasing
Main idea was to confirm the plan as soon as possible in the flow and reducing the real-time between decision-making and purchasing
: LMS Payment Page (Learner Facing)
LMS Payment Page (Learner Facing)
In the scenarios of looping or going back, give liberty to learner change the plan if needed. Kept at lower hierarchy (the action business wouldn’t want to happen)
In the scenarios of looping or going back, give liberty to learner change the plan if needed. Kept at lower hierarchy (the action business wouldn’t want to happen)
Showcase confirmation (and to recheck) as means to unlock payment, and seek approval from the learner
Showcasing Unlock payment to seek approval from the learner is to seek approval from the potential learner before making payment
Showcase confirmation (and to recheck) as means to unlock payment, and seek approval from the learner
CRM2 and OMS: Internal Tool (for FinOps & Admin)
Goal was to ensure that the learning curve for internal Team is from zero to little and the tool is easy to scan and use in first glance.
Goal was to ensure that the learning curve for internal Team is from zero to little and the tool is easy to scan and use in first glance.
BDR screen: preview of how lead’s data looks like at BDR level. Learning consultant can edit and verify choices made by learner while being on call with them
BDR screen: preview of how lead’s data looks like at BDR level. Learning consultant can edit and verify choices made by learner while being on call with them
FinOps screen: Team can update lead’s (potential learner) Payment Plan and give additional scholarships to already enrolled learners
FinOps screen: Team can update lead’s (potential learner) Payment Plan and give additional scholarships to already enrolled learners
Available For Work
I'd be happy to talk about it more!
Komal
Information & Experience Designer | MDes @NID
CONTACT ME
hkmor.21@gmail.com