Secure Smart payments
How a mobile redesign saved $200K
by reducing calls to the help center.
A Loan Servicing company faced a significant challenge with their payment platform. The existing system, though responsive, was cumbersome and difficult to use on mobile devices, leading to user frustration, increased call center volume, and damage to the company's reputation. Recognizing the need for a streamlined and mobile-friendly solution, the UX design team embarked on a project to redesign the loan payment experience.
Lessons learned from this project.
Design for and test in the most challenging environments.
Our users were often in noisy or crowded environments that make it hard to concentrate. We made adjustments to contrast and text size because they failed in the low light of the real world.
Make error recovery easy and obvious.
Auto scrolling to the point of error and highlighting the input without clearing the field helped users correct the error and move forward.
research & Insights
Understanding the Problem
Research revealed that students frequently abandoned payments due to the platform's complexity and the necessity to call customer service for assistance. This led to late fees, further exacerbating user dissatisfaction and negatively impacting the company's reputation.
Research and Insights
The UX design lead conducted extensive research to understand the users' pain points and needs. Through interviews, diary studies, and customer journey mapping, the team uncovered critical insights:
- Mobile-First Imperative: Students primarily used their smartphones to access the platform, necessitating a mobile-first design approach.
- Streamlined Flow: The existing user flow was complex and prone to errors, hindering payment completion.
- Data Accessibility: Users had to repeatedly enter account numbers and passwords, adding friction to the process.
- Branding Inconsistencies: The mobile experience lacked visual cohesion with the brand identity.
“Don’t Make me Think”
Preloading Data Reduced Cognitive Load
Based on research findings, the team implemented key design changes:
- Mobile-First Design: Prioritized the mobile experience, optimizing the layout, interactions, and information hierarchy for small screens.
- Two-Factor Authentication and Data Storage: Enabled users to securely save account numbers and payment methods on their smartphones.
- Simplified User Flow: Streamlined the payment process, minimizing steps and reducing cognitive load.
- Card-Based UI: Utilized cards to present information in a digestible and visually appealing manner.
- Behavioral Design: Encouraged enrollment in autopayments to reduce future friction.
- Thumbprint Login: Offered a quick and secure login option.
Task Flow
design system
Simple designs and standard mobile UI elements
Ensures Accessibility
