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

• Remaining balances, making a payment and upcoming due dates are the highest frequency inquiries of our customer call center.

• There is no easy way to make payments, and other priority data points are not easily accessible.

• Our current customer dashboard is not engaging and has limited functionalities.  

• The design and branding are out of date and not consistent with our application, public website, etc.

The Solution

• Re-design the customer dashboard by restructuring priority information so customers can self service their needs–resulting in less call volume to customer service.

• 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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1. Customers are having issues making a successful payment

2. Remaining balance is not properly identified

3. Customers don't know when their next due date is

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I also mocked up "nice to haves" in case there was enough bandwidth to execute more enhancements:

• 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.