Macy’s Pay
Lead designer / App / Macy’s
Turned the Macy’s app into a secure digital wallet, enabling fast, card-free checkout for millions of users.
The opportunity
Macy’s app users are among the company’s most valuable customers, and many are already Macy’s cardholders. Yet the app offered little utility once they entered a store.
This created an opportunity to extend the mobile experience into the checkout moment.
“Opportunity to extend the mobile experience”
Product challenges
Mobile payments required balancing security, reliability, and simplicity. Payment credentials demanded strong protection, while the experience needed to remain fast and dependable in busy stores.
The challenge was turning complex payment infrastructure into a simple interaction customers could trust.
The experience
The final flow centered on three simple steps:
- adding a card
- enrolling in Macy’s Pay
- scanning at checkout
The process takes about a minute and unlocks instant mobile payment. Familiar wallet patterns keep the interaction fast and intuitive at the register.
System design
Payments require designing beyond the ideal path. We mapped scenarios like authentication failures, expired cards, enrollment interruptions, payment declines, and connectivity issues.
Each state provides clear feedback and a next step to keep the experience reliable even if something goes wrong.
Impact
+ 130%
Adoption
- 75%
Transaction
time
- 46%
Fraud rate
150+
Stores
Rebuilt a failing feature with ~250 users into Macy’s Pay, achieving 100K adopters in the first month and scaling to 1M+ active users benefiting from faster in-store checkout.
1,000,000 users
and counting...
