Bank Card Verification in Paxit's Purchase Journey

Paxit lets Iranian gamers buy game credits using local currency when international payment options are difficult to access. I redesigned the purchase and bank card verification flow to explain the verification requirement earlier, bring document submission into the product, and make order status easier to follow.

I interviewed the support team and reviewed their tickets to understand where customers needed explanations and help. I designed the card verification flow and final UI, and prepared a prototype before handoff.

Under a new identity verification requirement, Paxit had to check that the mobile number and bank card shared the same owner. Orders needing document review were held after payment, leaving support to explain the requirement, collect documents, and follow up.

This flow became a barrier to completing purchases: some customers refused to submit documents and chose another service. Overall, friction in the bank card verification process prevented around 11% of potential purchases from being completed. Some customers also stopped responding to follow-up after payment, leaving their orders unfulfilled and Paxit with outstanding financial obligations to them.

After identifying the impact on customers and the business, I reviewed support tickets and interviewed the support team. I then examined the existing purchase and bank card verification flow to pinpoint where customers encountered problems. Together, these reviews revealed the following:

• The reason for requesting documents was unclear: Customers did not understand why receiving game credits required submitting a photo of their ID.

• Verification came as a surprise after payment: The purchase flow did not explain the bank card verification requirement before payment. Customers expected delivery and sometimes worried that their money was lost when their orders were held.
• The next step depended on support: Customers had to contact support to understand the hold, learn which documents were required, and submit them through the same conversation.

• Completing documents took several exchanges: Unreadable photos or missing documents required further explanation, resubmission, and another manual review.

My earlier research for another project had also shown that delivery speed and confidence in receiving an order were key concerns for gamers. This flow put both under pressure.

In the early stages of conceptualizing the improvements, I invited one member from each team, including the product manager and a developer, to take part in a brainstorming session. Together, we explored ideas to improve the user experience and make the verification requirements clearer. Throughout the session, I used sketches to visualize my concepts and refine my ideas.

I chose these three points so customers could start card verification before buying, learn about delivery requirements during checkout, and have a direct way to continue if verification was needed after payment. The notice before payment addressed uncertainty about order holds; the in-product form let customers submit and correct documents without going through a support conversation.

1. Before ordering: Verify a card once in the profile

I proposed letting customers add a card in the Bank Cards section of their profile and submit their documents for verification before placing an order. Each card needed to be verified only once; after approval, subsequent purchases with the same card required neither document resubmission nor repeat card verification.

I handed off the profile card verification design for implementation, but it was not built because of limited team capacity and time.

2. During ordering: Explain when bank card verification may be needed

I proposed explaining during checkout, before payment, that if the bank card had not already been verified and the card and mobile number belonged to different people, bank card verification would be required to receive the order. This would help customers understand the potential reason for an order hold and a request for documents before paying.

3. After ordering: A direct entry into card verification

For orders that required bank card verification after payment, I included an entry point to bank card verification in the order flow. Customers could open the form from there and submit their documents within the product. If corrections were needed, the reason and the option to resubmit appeared in the same flow; completing these steps no longer depended on starting a support conversation. A card verified at this stage also remained valid for future purchases, so customers did not need to verify the same card again.

Guidance and notifications throughout the flow

• Document photo guidance in the form: I included instructions for taking and submitting photos in the card verification form so customers would not need separate explanations from support to prepare their documents.
• SMS notifications at two specific moments: I proposed sending an SMS when a bank card verification error occurred and when an order was ready, so customers would know when follow-up was needed or their order was ready without repeatedly checking its status in the product.

The problem began when customers had already paid but still depended on support to understand the next step and submit their documents. The new flow brought explanations of card verification requirements, document submission, and corrections into the product. Support still reviewed the documents, but customers no longer needed to start a conversation to complete these steps.

• 12% increase in the total number of successful transactions.
• Over 30% reduction in the number of support tickets.