Chewy Buy Now Pay Later

Consumer-Facing

Partnering with PayPal to design a seamless Buy Now, Pay Later experience on Chewy.

Overview

Outcome

Increase in PayPal adoption and increase in Average Order Volume for Buy Now, Pay Later orders

Duration

April 2025 - August 2025, 16 weeks

Team

Product management, engineering, senior leadership, partner teams, design manager, lead designer (me)

Role

Lead designer - design, UX research, stakeholder alignment, senior leadership presentation, handoff and build support

Background

Partnering with PayPal to design a seamless Buy Now, Pay Later experience on Chewy.

PayPal was already available as a payment method on Chewy and had the second highest volume. We decided to partner with PayPal and their existing payment plans to enhance payment flexibility. We also wanted to drive awareness and adoption of Buy Now Pay Later, and reduce cart abandonment.

Researching competitors and best practices

To get started, I referenced competitor sites that offered payment plans, as well as any sites that worked with PayPal for buy now pay later for inspiration on how it could be configured. I also referenced Baymard guidelines for displaying payment plans.

Keys to success

From researching competitors and referencing best practices, the takeaways on keys to success were the following.

Clear payment schedule, rates and fees, impact on credit score

Make it easy to understand the price breakdown and comparison to the full price

Proximity of payment plan to price

Don’t be too pushy.

Clear CTAs at checkout

If navigating to PayPal, make it clear, if placing the order, make it clear

Initial placements

Product details

Cart

Checkout

Especially important as some customers look at price breakdown to decide whether they will add to cart

Need to inform customers what the total payment plan will be

Wanted to revisit payment plan details here

Aligning with other payments methods

While auditing the current experience for PayPal on Chewy, I realized it deviated from other payment methods on Chewy, making first time customers have to connect their PayPal account off Chewy and then have to come back and place the order.

Design Walkthrough

Reflection

Documentation is critical

Since we had so many use cases, important to provide overview so developers can follow along

Pivoting quickly

Had to pivot quickly due to technical constraints discovered further down the line

Involve stakeholders early on