Zibby Dashboard and payment UX
Intro
Zibby, a B2B2C payment option for the non-prime, allows people to pay over time for big ticket items. The process is simple: Customers get a spending limit by applying to use Zibby, they shop for the items they need and in return make payments back to Zibby.
Once a customer is approved, shops and transacts with Zibby, they're granted access to their online customer dashboard–housing all Zibby related information (payment amount, lease details, upcoming due dates, etc).
The Problem
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Remaining balances, making a payment and upcoming due dates are the highest frequency inquiries of our customer call center.
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There is no easy way to make payments, and other priority data points are not easily accessible.
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Our current customer dashboard is not engaging and has limited functionalities.
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The design and branding are out of date and not consistent with our application, public website, etc.
The Solution
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Re-design the customer dashboard by restructuring priority information so customers can self service their needs–resulting in less call volume to customer service.
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Develop a payment module flow that mimics our application flow. (recycling assets)
Discovery
I kicked off the project with brainstorming ideas on how to solve for our main problems:
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Customers are having issues making a successful payment
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Remaining balance is not properly identified
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Customers don't know when their next due date is
I also mocked up "nice to haves" in case there was enough bandwidth to execute more enhancements:
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Introduce a responsive card system that houses information like: payment history, scheduled payments, product details, etc.
Before
This is what the customer dashboard looked like.
Wireframing
I designed various concepts that could help solve our issues.
What I designed
A self-service dashboard that lays out our customer's information in a digestible way, highlighting top priority data points. Also, I created a payment UX that mimics our application's flow–that walks our customer through a familiar, interactive journey.
This is what the payment UX looked like before.
Making a payment
Wireframing
I wanted the UX of making a payment to feel just how our application felt. Smooth and simple.
What I designed
A step-by-step UX that breaks making a payment into a single questions.
Project status : Development
I built a fully functional dashboard that better displays customer's information and developed a payment module that mirrors our existing flow–resulting in less call volume to customer service.