Weave
Overview
Weave is the leading software company for dental and veterinary clinics, offering tools for communication, payment processing, scheduling, document management, and marketing.
Led strategy and end-to-end product design for Weave’s Payment Plans product, helping practices collect difficult balances while laying the foundation for future billing infrastructure.
The Opportunity
What started as a simple third-party financing integration quickly revealed a much larger opportunity.
The proposed solution relied on high-interest loans that created trust concerns for both practices and patients.
Instead, I proposed building an in-house payment plans product directly into Weave’s payments ecosystem.
Defining the MVP
The hardest part of the project wasn’t the UI.
It was balancing flexibility, technical constraints, and future scalability while keeping the MVP realistic to ship.
I partnered closely with Product and Engineering to define:
what belonged in V1
what required future infrastructure
what needed to be future-proofed immediately
Future-Proofing the Billing Architecture
This became one of the most strategically important parts of the project.
At the time:
invoices only supported a single payment
subscriptions did not yet exist
recurring billing infrastructure had not been built yet
Rather than designing Payment Plans as a one-off feature, I created IA and systems models that defined how:
invoices
payment plans
subscriptions
payment activity
could eventually coexist within a unified billing ecosystem.
These models helped engineering build the MVP in a way that could evolve into future recurring billing capabilities avoiding major rework later.
The existing billing system tightly coupled payments to requests, making future support for subscriptions and flexible payment models difficult to scale.
I created a future-state architecture that separated payments into a reusable system layer capable of supporting invoices, payment plans, subscriptions, and future billing workflows.
Designing the Experience
The experience needed to feel approachable for front-office staff while still supporting complex financial workflows.
Creating Payment Plans
I designed a dedicated Payment Plans area while also allowing plans to be created contextually throughout the product via a reusable side-panel flow.
The system was intentionally designed so payment plans could later become a native payment method within the broader payment collection experience.
Payment Plan Details
Payment history quickly emerged as one of the most important workflows during research and testing.
To reduce cognitive load, I prioritized:
key financial information first
clear payment status visibility
streamlined editing flows
easy access to payment history and audit details
The goal was to make complex billing relationships feel understandable at a glance.
Reducing Support & Operational Risk
A major goal was reducing reliance on manual support workflows.
I designed self-serve tools for:
editing plans
updating payment methods
pausing plans
making one-time payments
downloading statements
I also partnered closely with Legal to define safe authorization and activation flows.
Launch → Iterate
After launch, customers immediately requested more flexibility around monthly payment amounts.
Because we had discussed possible enhancements like this the system had been designed with extensibility in mind, and we were able to quickly iterate and launch the enhancement within ~3 weeks.
Results
Business Impact
Over $20M in payment volume in year one
Generated approximately $200K in annual high-margin revenue through payment processor fees
Increased Payments adoption
Product Impact
Established foundational billing architecture for future recurring payment systems
Created reusable payment infrastructure patterns
Reduced friction around collecting large balances
Improved operational flexibility for practices
What Made This Successful
Strong cross-functional alignment
Careful MVP scoping
Designing beyond immediate requirements
Fast iteration after launch
*Copyrights for these designs belong to
Weave Communications, Inc