A payment experience focused on keeping members covered while reducing customer service calls.
A Single Entrypoint
40% of customer service calls contained payment questions, while 20% of users didn't know how to pay.
The new experience focuses on self-service and clear actions.
Clear warnings and errors follow the user, warning of potential loss of coverage.
Options to pay the full balance or just the minimum overdue gives users time to pay within a grace period.
User testing sessions led to the addition of a confirmation screen to give users time to verify their payment information.
Add a payment
An updated payment settings brings clarity to input errors.
By Emili Hsu