Designing seamless experiences that help partners integrate into the Dojo ecosystem
Company: Dojo
Role: Senior Product Designer
Year: 2025
Intro
Dojo introduced an online payments product suite in 2021. It included Payment Links that use Hosted Checkout, Online Checkout and Components - the last two merchants can implement on their website. We also offer SDKs for IOS and Android apps. However, since the launch we have struggled with a very low overall adoption rate:
67,261
Eligible locations(62% of all locations)
2,208
Activated locations - completed at least one transaction (2% of all locations)
1,379
Activated locations - completed at least one transaction in the last 30 days (1.3% of all locations)
Old online checkout
Opportunity
We have <0.1% of the £16b monthly UK Card Not Present (CNP) Total Addressable Market (TAM). We want to maximise the Online Checkout opportunity within this and build an intentional product strategy, gaining incremental revenue in 2025. The goal of this project is to explore product improvements in line with our broader business product vision to unlock current automotive, lodging, high-value retail, theme parks and attractions, healthcare/dental and hospitality click+collect location
Streamlined Payment Flow
Simplify the payment process to minimise friction and reduce the steps required to complete a transaction. Similar to what we see in face-to-face payments, consumers don’t like waiting to pay. If a checkout is too long or complicated it can interrupt the decision-making process and make consumers reconsider their purchase.
List of improvements that we can implement:
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Store and pre-authorise card details for faster checkout (card on file)
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Store addresses and other personal details for quicker checkout
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Address postcode look-up or autofill options
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Wallets
Manage payment methods
Manage addresses
This feature has been user-tested and now it is being implemented by the engineering team. We will keep track of the behavioural data and see how it affects the conversion funnel.
Alternative payment methods
Pay by bank
Merchants are increasingly burdened by the high fees associated with card payments, particularly for large transactions, and this has driven many to seek alternative payment methods such as manual bank transfers.
Research shows that 47% of our (back book) enterprise merchants, and 53% across all segments, utilise manual bank transfers to avoid card fees, leading to substantial operational inefficiencies, including time-consuming reconciliation, invoice management challenges and increased risk of unpaid invoices. This results in an estimated £2.76B in high-value transactions being handled outside our platform. The lack of an integrated, seamless solution to address these challenges has created a significant payment experience gap for merchants and their customers.
Pay by Bank
Adoption by April 2025:
Operational improvement :
21%
of eligible merchants enabled Pay by Bank (840)
30%
reduction in time spent on reconciliation
65%
used it regularly (546 active)
17%
reduction in outstanding/unpaid invoices
Payment data:
Total volume processed:
£128M
Average payment value:
£2,750.00
Revenue impact (0.2% fee):
£256,000.00
Buy now pay later
Dojo is looking into adding this type of payment to Dojo’s online checkout offering. We are investigating either partnering with a BNPL provider (like Klarna, Clearpay, or Affirm) or developing our own BNPL solution and creating a new revenue stream. Both options would bring multiple benefits for merchants, customers, and Dojo itself, for example:
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BNPL solutions have been proven to increase average order values (AOV) and reduce cart abandonment rates and merchants using BNPL often see a 20-30% increase in conversion rates.
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Research shows that 60% of UK consumers have used BNPL at least once, indicating strong demand. This would unlock high-value retail and healthcare sectors for us.
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Other payment providers, including Stripe, PayPal, and Square, have already integrated BNPL solutions into their online offers.
Dojo is currently investigating teaming up with 3rd party providers to add this feature to our payment methods.
Pre-Authorised Payment Links
Dojo has a payment link feature which enables merchants to create a link using the Dojo for Business app and send it to customers via email, text or present them with a QR code to scan. Once the customer clicks on the link, they are taken to Dojo-hosted checkout to complete their payment.
When researching how we can increase the activation of our online products, we discovered that we could utilise payment links for deposits by adding pre-authorised payment functionality. This means merchants can reserve a certain amount from the customer’s card, which they can later collect or release. This helps merchants secure revenue upfront and reduce financial losses from no-shows - especially in restaurant or beauty/healthcare service businesses. Hospitality reports show that up to 20% of restaurant reservations fail to turn up on any given night and it is estimated that no-shows - leaves UK pubs, bars and restaurants with £16 billion losses each year.
Beyond bookings, merchants can leverage pre-authorisation for deposits, down payments, and security holds, giving them greater control over cash flow while providing customers with a frictionless, commitment-based payment experience.
Pre-authorised payment link
Adoption by April 2025:
+16%
Increase in active Payment Link locations since launch
181,000
Pre-auth transactions processed
6,700
Merchants actively use pre-authorised links
Revenue:
£1.29M
Revenue generated between May 2023 and June 2025
Merchant data :
Reduction in no shows:
7%
Revenue recovered
£6.34M
Delivery & Collection Options
This can unlock both hospitality and retail verticals. Currently, our online and hosted checkout doesn't accommodate for various delivery options.
Delivery vs collection
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45% of UK shoppers use click-and-collect services, while food delivery has become a default option in hospitality.
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Click-and-collect drives foot traffic, leading to additional purchases when customers visit stores.
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Delivery options reduce cart abandonment, as customers prefer knowing they can get their orders conveniently. Studies show that businesses offering multiple fulfilment options can increase sales by up to 30%.
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Payment providers like Square, Stripe, and Zettle are already expanding into fulfilment options.
Basic Implementation - MVP
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Offer merchants the option to enable "Collection" or "Delivery" during checkout.
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Merchants set fulfilment preferences, such as pickup time slots or fixed delivery pricing.
Advanced Integration - future iterations
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Automated tracking & notifications.
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Dynamic pricing based on delivery distance or rush orders.
This feature is currently undergoing usability testing and engineers are assessing technical feasibility.
Customisation Options
Modular way of building the checkout. Merchants can decide what features they want in their checkout experience (shipping, billing info etc). If we give merchants the ability to customise their checkout it would alleviate the pain of needing a developer
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Provide merchants with more flexibility in customising the checkout experience to match their brand identity (e.g., colours, fonts, and layouts).
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A branded checkout experience increases trust and keeps customers engaged without redirecting them to external services.
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Design showing the short and long route - mobile
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Set up design - web
Checkout settings