Intuit Dome – Cashless Stadium Experience
When I joined the Intuit Dome project, I became part of an exciting mission: designing the complete digital and physical experience for the groundbreaking, cashless stadium — the new home of the LA Clippers in Los Angeles.
Our team was responsible for building the Intuit Dome app from the ground up, covering everything from account creation, ticket purchasing, arena navigation, and vehicle registration, to linking minor accounts and managing payments, and suite purchases. We also designed a dedicated app for Staff members and several key physical touchpoints across the venue. Within this broader challenge, I led the Payments vertical — a key pillar of the app’s success, especially given the stadium’s bold move to fully biometric, cashless transactions.
The Problem:
Our biggest challenge was clear from the beginning:
How do you design an experience that asks people to trust a completely new way of paying — without cash, without cards, only with their biometrics?
Guests needed to pre-register a payment method, link it to their biometrics, and trust that every purchase inside the venue would happen smoothly and securely.
We needed to make this radical shift feel simple, safe, and intuitive.
Understanding Users:
User Journey: When starting each flow design, identifying the user journey was key, as it helps us gain a complete picture of the user's context, motivations, and friction. We were able to identify key moments where the user needed more support and avoid building isolated solutions.
Analyzing The industry:
I conducted a competitive benchmark of different stadiums and I also analyzed payment patterns across various apps to understand both the industry context and users’ mental models around digital payments.
✨ The Design Process ✨
We started by researching digital payment habits and biometric adoption patterns.
Based on our findings, I designed simple, visual educational flows that introduced users to the concept of cashless and biometric transactions in a friendly, approachable way.
Research & User Center Design
🔍 Research & Requirements
- Studied biometric payment models
- Analyzed user expectations
- Identified edge cases (e.g., missing cards, declined transactions)
- Working with the Product team and Dev team to define every requirement.
🧩 User Flows & Wireframes
- Designed detailed end-to-end journeys.
- Focused on intuitive interactions & feedback loops
Collaboration
🤝 Close Collaboration
- Worked with 25 designers: UX, UI, and Service Designers
- I designed all the flows, interaction and components selection for every screen and my partner was a VD who apply all the DS definitions to the final mockups.
- Continuous alignment with Design System team.
- Components documentation.
Validation
🧪 Validation
- Sessions with stakeholders to validate flows.
- Remote testing: videos, photos, field reports
- Iterative design refinements based on real-world feedback
Wireframes:
Share payment method example
Wireframes:
Checkout flow example
Wireframes:
Payment history example
Wireframes:
Add card flow example
🤖 Main Challenges:
Purchases weren’t always confirmed instantly because of technical restrictions, so I designed a two-step receipt experience:
First, users received a "pending" message when leaving a store, confirming that a purchase might have occurred.
Then, once verified, they received a final, detailed receipt — ensuring they were never left guessing.
Another critical aspect was Communication prioritization for our users.
A communication journey was created so I had notifications hierarchy: urgent issues (like missing a payment method) triggered push notifications, while less critical updates used in-app banners, toast messages, or emails — always keeping the user informed but never overwhelmed.
Barriers to immersing in the live experience at the venue and having no access to users: Working remotely, we stayed connected to real-world feedback through videos, photos, and reports from the field team in Los Angeles. Although I wasn't physically there, these insights were vital to iterating and refining the designs.
Keep the consistency in a large Design team: We were a large design team of about 25 people — UX, UI, and Service Designers — working alongside a dedicated Design System team that ensured our components stayed consistent. Toward the end of the project, I also contributed to documenting the components and flows, helping maintain the quality and scalability of our work.
Change of priorities and tight deadlines: —Organization was critical — we had a non-negotiable production deadline, so the entire team was aligned on the pace required to deliver each feature. Despite the time constraints, our leadership emphasized the importance of quality and thoughtful analysis of each user flow to ensure an optimal experience. Regular design reviews were instrumental for collecting feedback and refining our work. Pairing a UX designer with a visual designer proved highly effective: the UX focused on business alignment and interaction design, while the visual designer handled the design system, documentation, and handoff to development, significantly accelerating delivery.
💡The Solution:
As the lead designer for Payments, I was responsible for crafting every interaction around managing and using payment methods.
This included:
- Allowing users to add and manage credit or debit cards.
- Letting them share payment methods with children or friends.
- Designing a clear ticket purchase flow.
- Creating a space for virtual tipping.
- Building a transparent receipts and payment history system.
- And most importantly, developing educational onboarding screens to explain why registering a payment method was mandatory — and how the biometric payment system would work during their visit.
- We knew that just telling users wasn't enough.
- We needed to show them, reassure them, and guide them every step of the way.
This is the Intuit Dome App
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✨ The Impact:
- Enabled a smooth transition for thousands of users to a fully cashless, biometric payment experience.
- Increased payment method registration rate during onboarding thanks to clear education and communication.
- Helped create a frictionless in-venue purchasing experience.
- Established a robust, scalable communication framework for future stadium updates.
- Strengthened cross-functional collaboration, working effectively with UX, Visual, Service Designers, and the Design System team.
✨ Personal Reflection: Looking back, what makes me most proud is not just the complexity of the system we built — but how human the experience remained.
We didn’t just create a new way to pay; we built trust in a future that felt completely different.
Spending a year and a half on Intuit Dome shaped my skills in payment UX, communication strategy, and large-scale collaboration — and it showed me the power of thoughtful, user-centered innovation.