Just Eat Takeaway's payment upgrade delivers 86% faster rollouts and perfect customer experience scores

As JET grew into a global powerhouse, their payment systems lagged behind. The consolidation of Just Eat and Takeaway.com created a complex organizational structure with differing operational systems, work cultures, and customer-facing processes. Payment systems were among the most fragmented areas.

Customers experienced inconsistent checkout flows and payment options, leading to friction and lost sales. Navigating regulatory compliance across 17 countries added another layer of complexity, draining valuable resources. JET realized that in order to remain competitive, they needed a radical overhaul of their payment infrastructure.

However, the challenge wasn’t just technical. It was about aligning teams across different cultures. With such diverse company backgrounds, collaboration was difficult. To address this, JET restructured for global growth, streamlined decision-making, and united teams around a shared vision for the checkout experience.

"The biggest challenge wasn’t the product, but merging two large multinationals. Aligning diverse teams with different cultures and experiences took time and effort. Early on, we focused on people and transformation, streamlining processes and unifying our direction. This foundation allowed us to accelerate growth and improve efficiency."

Yasmin Ferdousbarin

Product Director Fintech, Just Eat Takeaway

from Just Eat Takeaway

JET recognized that solving these challenges required a trusted partner. They turned to Adyen, which has been trusted for handling complex, multinational payments and has been a partner since 2009, to help reimagine their checkout experience. Together, they set out to build a single, seamless payment experience that worked globally but felt local.

The vision: one consistent experience for every customer, no matter the market.

The transformation began by conducting a comprehensive analysis of JET’s existing systems, identifying which features to retain, which to phase out, and what new functionalities were needed. This was no simple task. It required close collaboration between product, engineering, and localization teams, as well as input from Adyen's experts. One key technology in the transformation was Adyen’s Drop-In checkout, which streamlined integration, ensured compliance, simplified payment handling, and provided a consistent experience across diverse payment methods and regions.

The rollout was phased and strategic. JET began in select markets first, gathering feedback to finetune the platform. This iterative approach ensured that the unified solution met global and local needs while confidently overcoming technical and regulatory challenges.

"Our payment partners, especially Adyen, played a key role in unifying the checkout experience. They offered valuable advice during scoping, helped analyze data, and monitored performance throughout the rollout. Their expertise was crucial in quickly resolving any issues to maintain a smooth checkout across regions."

Yasmin Ferdousbarin

Product Director Fintech, Just Eat Takeaway

The impact of JET’s unified checkout solution was immediate and far-reaching. The integration of more payment options, including digital wallets, instant payment methods, and regionally preferred solutions, improved the customer experience. The mobile app also received a major upgrade with faster load times and more intuitive navigation. Leveraging AI, JET introduced personalized recommendations based on past orders, speeding up the ordering process and making it more relevant for customers.

The results speak for themselves: Checkout-to-order conversion rates increased by an average of 1.5% across markets. The upgraded platform also earned a perfect customer experience score from the Baymard Institute, independently recognizing the improvements.

JET’s customers spent less time navigating payments and more time enjoying their meals. The number of unused vouchers decreased, and customer tips increased up to 70%, benefiting both the business and couriers.

Behind the scenes, operational efficiency also saw a substantial boost. With Adyen's support, JET reduced the time and effort required to manage PCI compliance and payment-related issues. Streamlined tasks like reconciling transactions and processing refunds freed up valuable resources, allowing teams to focus on innovation and improving customer experiences. This optimization also accelerated the rollout of new payment methods by 86%, further enhancing JET’s operational efficiency.

Equally impactful was the cultural transformation within JET. By aligning diverse teams under a single Fintech Product vision and investing heavily in team collaboration, JET created a more cohesive, agile work environment. Sharing data with card schemes optimized acceptance rates, while A/B testing minimized authentication requests without compromising security.

Thanks to significant time and cost savings, JET is accelerating innovation. Teams are now rolling out new payment capabilities while exploring opportunities to further enhance their payment platform, boost conversion rates, and expand local payment options to better align with regional preferences. By working closely with Adyen, they are developing frictionless payment options and personalized solutions for loyal customers.

What’s next for JET? The focus is on making financial transactions more seamless and unlocking new capabilities to address unmet needs. From simplifying payments and accelerating refunds to enhancing fraud protection, JET is leveraging advanced technology to better understand customers and streamline the ordering experience - making it faster, smarter, and more efficient.

"We envision a future where our platform is not only intuitive and user-friendly but also deeply personalized, anticipating customer needs and preferences. Leveraging advanced technology, we strive to make ordering faster, more predictable, and highly efficient while providing a diverse selection of quality food and grocery options."

Yasmin Ferdousbarin

Product Director Fintech, Just Eat Takeaway

The journey to a unified checkout experience has been transformative for Just Eat Takeaway. As JET continues to grow, its partnership with Adyen remains central to delivering everyday convenience — and moments of joy— for millions of customers worldwide.