Payment Alerts (AutoPay, Fixed < Min, 5-Day Reminder)
Channels: Email, Push, SMS
About: How do we save customers from sinking into delinquency and save on past due fees by designing cross-channel guardrails? Most credit card companies put the onus on customers to remember when bills are due, which leaves customers frustrated by “gotcha” moments.
Role: I was the lead content designer for this work, partnering with Product, Tech, and Legal shareholders across the enterprise. My work included workshopping, co-creation, rapid prototyping, user testing, and socialization.
Role: I was the lead content designer for this work, partnering with Product, Tech, and Legal shareholders across the enterprise. My work included workshopping, co-creation, rapid prototyping, user testing, and socialization.
Notes: I worked across several experiences to support a singular intent: to help customers pay on time and pay down. By illustrating payment alerts on a timeline view and leveraging new tech capabilities (1-click payments), we were able to craft a strategy that has saved millions of customers from going past due and falling into delinquency.
Design Deliverables:
- 18 cross-channel alerts // Alerts were designed along a payment cycle timeline, across three channels (Email, Push/SMS) and customer profiles (Digital, Digital + 1-Click, Non-Digital)
- Alerts + 1-Click Payments // We explored feasibility early on and discovered that customers could pay directly from an email, reducing payment friction and need to sign in.
- Millions of credit bureau delinquencies saved annually // A high engagement, low friction approach makes all the difference between being in collections and being in good standing.
