Empowering 60,000 merchants with a modernized billing and payments experience

What happens when and thousands of merchants rely on one broken billing flow across all billing tools?

HubSpot Commerce gives businesses the ability to accept payments directly within their CRM. When I joined, the billing summary experience was fragmented and outdated. It had been built and maintained by three different teams, which meant slow changes, design debt, and a vision that didn’t scale. The experience itself was narrow, catering mostly to one-time payments and leaving subscription-based businesses underserved. Sales reps who relied on it every day found it confusing, inefficient, and error prone.

End-to-end understanding

I started by immersing myself in the sales lifecycle, looking closely at how reps used these tools to communicate with customers. What became clear was a gap between the flexibility of the backend and the usability of the frontend. Adding subscriptions required mental math, important details were hidden, and inconsistent patterns made something as simple as quoting feel unnecessarily complex.

Establishing a baseline for solutioning

My design work began by establishing a shared baseline. I worked with teams to align on definitions and terms, which opened the door to meaningful solutioning. From there we envisioned a new summary experience that could support a variety of businesses. My core principle was to focus on clarity and speed, so that totals were understandable for customers. For example, complex billing needs like future start dates were a requirement to be supported without overwhelming the simpler use cases.

Aligning on terminology and billing needs shaped my early design explorations, focusing on progressive disclosures and price adjustments that gave reps confidence that the math was always right.

A new, dynamic experience

Through iterative testing, we transformed the experience into a unified, modern summary. The launch reached 60,000 merchants across Commerce, with usage spreading the fastest to the Invoice and Subscriptions tool. Not only was the impact immediate, but the experience created consistency across five different product teams. The new totals increased $75,000 of monthly transactional revenue to Commerce, confirming the need of a consistent billing system.