Previous casePortfolio overview

Payment of outstanding fees

How I designed the re-enrollment flow, automating financial processes and boosting debt clearance and re-enrollments.

  • Squad team Product owner, devs, and I
  • Role UI/UX, Researcher, Recruiter
  • Tools Figma, Maze

What were the problems?

Before, each re-enrollment was done manually with human contact.

  • Low conversion rate
  • Needed an operator
  • No previous version
Users needed to contact the call center to renew their enrollment.

Designing the experience

After aligning with the stakeholders and the responsible department, I designed the entire re-enrollment flow, including the part showcased in this case study as well as the back-office configuration section.

1. Pending Re-enrollment List
2. Pending Agreements and Payments
3. Payment Method Selection
4. Choice - Payment or Negotiation

Results

We were uncertain if users would understand the difference between choosing Proceed to Payment or Proceed to Negotiation (screen 4 above).

Conducted unmoderated usability test: users completed the re-enrollment flow (screens above) while going through the pending debts screen. One of the post-test questions validated what the journey recordings also indicated: 100% of participants said they felt confident about choosing between Proceed to Payment or Proceed to Negotiation (screen 2 above), and the subsequent page aligned with their expectations from that choice.

However, an unexpected problem arose: in addition to some misclicks, some users reported confusion on this screen due to 2 payment boxes appearing consecutively.

  • 13 unmoderated tests performed
  • All felt confident regarding screen 4
  • Dual boxes led to confusion on screen 2
Maze test showed users were confused by 2 consecutive payment boxes.

Proposed solution

Utilize a step-by-step pattern to avoid confusing users about the existence of 2 separate yet sequential payments.

According to the responsible department, after this feature was implemented, the number of outstanding payments and re-enrollments increased significantly.

A responsive solution to the missclick issue found in usability testing.