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

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  • The design and branding are out of date and not consistent with our application, public website, etc.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

  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

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.

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.

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