automatic payments within a mobile app
OVERVIEW
The business wanted to allow customers to set up automatic monthly payments for their student loans and/or personal loans within the mobile app.
DESIGN THINKING WORKSHOP
The research agency Forrester conducted a design thinking workshop to brainstorm ideas to improve the automatic payment process, create a customer journey map of the current experience, and conclude with prioritizing our goals. There was a variety of employees that participated from the technical side as well as employees from customer support which was extremely helpful to pinpoint customer frustrations and complaints.
USER TESTING
I collaborated with a developer to create a working prototype that we could have users interact with and also find what parts of the new flow were confusing or clear. After many rounds of user testing, design edits, and business approvals I got the entire design flow to a place where everyone was in agreement.
SOLUTION
The final design was a full wireframe with annotations on how a customer can enroll in "Auto Debit", edit their selections, or cancel their enrollment all in an easy step-by-step experience.
