…and talks about it.
…and talks about it.
Making it easier for people to resolve their debt
Making it easier for people to resolve their debt
Debt collection platform that offers flexible payment plans for people to repay their debts
Debt collection platform that offers flexible payment plans for people to repay their debts
Industry
Fintech
Dates
Sep 2021 - Jan 2022
Client location
The United States
Team
1 designer, 2 developers, 1 QA engineer, 1 project manager
Over 80 million Americans have experienced debt collection. Our goal is to make the experience as painless as possible.
Over 80 million Americans have experienced debt collection. Our goal is to make the experience as painless as possible.
Waythru is a debt collection company that offers flexible payment plans to help people move past their debts. They have an existing platform that was created not long ago.
The customer approached us with a problem: people drop off after registration without setting up a payment plan.
How might we provide a more user-friendly flow to set a payment plan?
Waythru is a debt collection company that offers flexible payment plans to help people move past their debts. They have an existing platform that was created not long ago.
The customer approached us with a problem: people drop off after registration without setting up a payment plan.
How might we provide a more user-friendly flow to set a payment plan?
To understand the root of the problem, I gathered user feedback and conducted a heuristic evaluation of old design
To understand the root of the problem, I gathered user feedback and conducted a heuristic evaluation of old design
By combining user feedback and heuristic evaluation, I gained a comprehensive understanding of the problems with the previous design and the specific needs and pain points of our users. Overall, the screens felt pretty heavy. There was a lot of information, many numbers & amounts, so it was hard to understand the differences between plans.
By combining user feedback and heuristic evaluation, I gained a comprehensive understanding of the problems with the previous design and the specific needs and pain points of our users. Overall, the screens felt pretty heavy. There was a lot of information, many numbers & amounts, so it was hard to understand the differences between plans.
After evaluating all the data, I had a vision on how to simplify the process of selecting a plan
After evaluating all the data, I had a vision on how to simplify the process of selecting a plan
Three main points:
reducing the amount of options;
making it clear how the plans differ and what plan is the best for your current goal;
only showing elements that are needed
Three main points:
reducing the amount of options;
making it clear how the plans differ and what plan is the best for your current goal;
only showing elements that are needed
We introduced an onboarding flow to guide users through plan selection
We introduced an onboarding flow to guide users through plan selection
New onboarding flow welcomes user, shows them their unresolved debts one by one, asking if they want to set up a plan, pay in full or make a one-time payment. The flow is easy to understand and it allows users to compare different plans easily and see the benefits of each.
To make the flow feel fast and friendly, we added a progress bar to visually indicate the user's progress and indicate how close they are to resolving their debts. We also added confetti to celebrate their success.
New onboarding flow welcomes user, shows them their unresolved debts one by one, asking if they want to set up a plan, pay in full or make a one-time payment. The flow is easy to understand and it allows users to compare different plans easily and see the benefits of each.
To make the flow feel fast and friendly, we added a progress bar to visually indicate the user's progress and indicate how close they are to resolving their debts. We also added confetti to celebrate their success.
After setting up plans, user ends up in their personal cabinet
After setting up plans, user ends up in their personal cabinet
They can track their debts, see previous and future payments, change payment methods, etc.
There’s also an Archive tab that stores all previous debts with easy access to payment history.
They can track their debts, see previous and future payments, change payment methods, etc.
There’s also an Archive tab that stores all previous debts with easy access to payment history.
In addition to designing for desktop, I also created responsive design for tablet and mobile devices.
In addition to designing for desktop, I also created responsive design for tablet and mobile devices.
This ensures that users can easily access and navigate the platform on various screen sizes, providing a seamless experience across different devices.
This ensures that users can easily access and navigate the platform on various screen sizes, providing a seamless experience across different devices.
After the release engagement levels increased and users started setting up plans or paying their entire debt
After the release engagement levels increased and users started setting up plans or paying their entire debt
85% of consumers are fully self-serve. It is 15 times cheaper for company to communicate digitally than using traditional outreach channels.
The product was in demand and clients began selling the software solution to other clients through whitelabelling.
85% of consumers are fully self-serve. It is 15 times cheaper for company to communicate digitally than using traditional outreach channels.
The product was in demand and clients began selling the software solution to other clients through whitelabelling.
