UnZipped: Product Design @ Zip

Hi my name’s Thays, I’m a Product Designer II based in Tauranga, New Zealand. I work remotely as part of Zip’s New Zealand team on the ground here, while collaborating closely with the other Product Designers based in Australia. I have the privilege of owning the end-to-end designs for New Zealand customers’ ‘Pay in 4’ product.

My formal background is in Visual Design, and my career has seen me work in Product Design across a range of industries mostly in the B2B space, including for another financial services company prior to joining Zip. However, it was my move to Zip two years ago that marked a significant shift in my career trajectory.

The pull of ‘Customer First’

What attracted me most to Zip at the time was the focus on customer-centricity and the Design team’s legacy statement, which I found very inspiring.

“At Zip, we’re designers that inspire to disrupt the status quo & re-imagine experiences to positively impact the world. Collaborating, setting a high bar for quality and data-informed decision making, help us create stories and experiences that stick. As a team, we strive to master our craft and nurture each other to adapt and grow.”

I could also see that Zip’s B2B2C model would provide me with the opportunity to think holistically about the end-to-end customer journey, and explore the interconnected touchpoints that shape our business. We work very collaboratively with other teams at Zip and see our role as ‘facilitators’, rather than only being responsible for visuals.

This role is incredibly diverse and dynamic, constantly challenging me to identify and explore new opportunities to hone my craft.

Beyond design execution, I actively collaborate with cross-functional teams to shape the product vision, prioritise experiments, and enhance the user experience for our Merchants and Customers. I care about contributing to the product vision; influencing, pushing, educating, crafting narratives….many things beyond just delivering the work.

An environment for growth and continuous improvement

Zip isn't only about the work; it's about the people and the culture that make the work possible. Working alongside talented and driven colleagues has not only inspired me to push my limits, but has also provided broad opportunities for learning and skill development. Additionally, our emphasis on feedback and iteration within our design processes has helped me refine my craft and focus on continuous improvement.

The combination of supportive leadership, a stimulating work environment, and a commitment to excellence has fueled my career growth at Zip. This is an environment where I feel empowered to push boundaries and deliver innovative solutions that benefit both our users and the business.

One example of an initiative that I'm particularly proud of is the work I was involved with to enhance the repayment experience for our ‘Pay in 4’ product, including guerrilla testing, focus groups with stakeholders, and analysing survey data and metrics post-launch.

The impact of this redesign allows our customers to manage their budget how they want, whether they would like to pay early, pay off their entire account, or move a payment, it’s their choice. Our goal was to create trust and fill customers with confidence along the way – two of our key Design Principles we value greatly here at Zip.

More opportunities to Change the Game

Looking forward, the agility at which we operate means I am confident that there will be even more opportunities for professional growth, especially as so much of our learning happens ‘on-the-job.

At Zip, I feel as if I can take ownership of my development journey, knowing that I have the invaluable support of leaders who are dedicated to helping me discover the right growth opportunities. I'm grateful - and want to make the most of - the opportunity to contribute to the company’s mission and be part of a team that is dedicated to bring exceptional experiences, innovation and partnership to every financial journey.